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Recording decisions

Written by the CustomerSaid team · Updated Oct 14, 2026 · 2 min read

A decision is a saved judgment: what was decided, by whom, when and why. Recording decisions turns your roadmap from a list of statuses into a history your team can learn from.

Who can do this: people who can record decisions (Member, Admin, Owner).

When decisions are recorded

  • On opportunities. Qualifying, prioritizing, parking, dismissing, marking addressed or reopening is a decision.
  • On solutions. Moving to planned, building, shipped or abandoned records a decision. These are saved as approve, start build, ship and reject.

Some moves on solutions, such as going back to draft or evaluating, change the status and are written to the activity feed, but do not create a decision entry.

Write a good rationale

Every move asks for a rationale. For solutions, it must be between 3 and 5,000 characters. Aim for two or three sentences that answer:

  • What did we decide?
  • What evidence or trade-off led to it?
  • What would change our mind?

A rationale like "Approved. Seven enterprise accounts asked for this and it unblocks two renewals" helps far more than "ok".

Find past decisions

Each opportunity and solution shows its history. Open it to see the sequence of decisions with the author, date and rationale. Decisions are append-only: you can add a new one that reverses an earlier choice, but you cannot edit or delete the old one.

The Analyst can also answer questions about decisions, and AI agents connected over MCP can list them.

Reversing a decision

Decisions are not locked in. Reopen an addressed opportunity, return a parked one to the backlog or move an abandoned solution back to draft. Each reversal is itself a recorded decision.

Concurrency

If two people change the same solution at once, the second change is rejected with a message, so nobody overwrites the other's work. Refresh and try again.

Tips

  • Record the rationale at the moment you decide, not afterwards.
  • Name the customers or companies that mattered. It helps when you later tell them what happened.
  • Use the history during roadmap reviews to explain what changed and why.

Still stuck?

Ask the Analyst inside the app. It answers from your own evidence and from these guides.

Ask the Analyst