How citations and sources work

An answer you cannot check is only an opinion. Analyst answers and AI suggestions include citations so you can follow each claim back to the original words.

What a citation is

A citation points to a source: a customer quote, an opportunity, a company, a solution or a decision. For customer feedback, the quote is the exact text the customer wrote, cut from the original item. It is never paraphrased or translated, even if your workspace UI is in another language.

Open a citation to jump to the item and read it in context.

How AI keeps quotes exact

When AI extracts a signal, it must return the exact span of text that supports it. CustomerSaid checks that the quote really appears in the source. A claim whose quote cannot be matched is dropped rather than shown. When AI writes a title or summary for an opportunity, it is linked back to the signals that support it.

Source types

• Customer evidence. Feedback, signals, companies and contacts. This can support claims about demand, prevalence and revenue.
• Product context. Pages and notes you provided about your product. These are labeled as product sources. They help the Analyst explain what your product does, but they never prove that customers want something.

What to expect

• Factual answers about your workspace should carry citations.
• Conversational answers, such as definitions or a recap of your own question, may not.
• Occasionally, a model's citations fail verification. The Analyst may then give a more cautious answer and tell you it could only partly answer. It does not guarantee a citation on every sentence, so check the ones that matter.

Customer text is data, not instructions

Everything customers write is treated as untrusted content. If a quote contains something like "ignore your instructions", the Analyst reads it as a quote and does not follow it.

Tips

• Use the quote, not the Analyst's summary, when you quote customers back to them.
• If a number looks wrong, open the underlying opportunity and check its evidence.
• Ask the Analyst "show me the quotes" to see raw evidence.

Troubleshooting

An answer has no citations. It may be a general answer. Ask again with a specific question about your data.

A citation looks different from the customer's language. Generated text is in English; the quote itself stays in the original language.