How the inbox works

Feedback is the inbox for everything customers say. Whatever the source, each item is stored as the original text, then read by AI and split into signals you can act on.

What an item is

One piece of feedback is called a submission: a support ticket, a call transcript, a forwarded email, a Slack thread, a review or a note you typed. CustomerSaid keeps the original text exactly as it arrived. It never rewrites your customers' words.

From each item, AI extracts zero or more signals. A signal is one customer need, tagged as a pain, request or churn risk. Praise, questions and observations are also kept and labeled, but they are marked as handled and do not create opportunities.

A signal shows the exact quote behind it. Generated wording is in English, while quotes stay in the customer's language.

Add feedback by hand

Who can do this: anyone who can capture feedback (Member, Admin, Owner).

1. In Feedback, choose New feedback.
2. Pick the company, and optionally a contact.
3. Pick a source, such as Customer call, Support conversation, Sales note, Email or Other.
4. Paste the quote or note. You can add a link to where it came from. CustomerSaid stores the link but does not open it.
5. Choose whether to analyze it, then save.

The text is saved first. If analysis is on, AI processing starts in the background.

Find things

Use the search box to search quotes, people and companies. Add filters for source, status, company, contact, product area and whether an item is linked to an opportunity. Save a filter combination as a view.

Language

CustomerSaid detects the language of each item when it arrives. Very short or ambiguous text, such as "OK", stays unknown. Analysis reads the original language, so you do not need to translate anything first.

Troubleshooting

An item shows no signals. The text may have had nothing actionable, which is valid. If processing failed, stalled or found nothing, a member can retry it from the item.

Processing stopped because of credits. The original text is still saved. Add credits, then retry. See AI credits and usage.

I cannot add feedback. Viewers can read but not capture. Ask an Admin to change your role.