Insights
An OEM-facing product report - what customers ask, where the product confuses them, what the manual is missing, and what to sell them next.
The Insights tab is a product report, not a log. Its job is to tell whoever owns the product what customers are actually struggling with, backed by the conversations that prove it.
Shown in Companion Dashboard only - this group isn't currently available on the org-wide Dashboard.
Backed by what people actually wrote
Every finding is backed by what the person in the conversation actually wrote. Friction, recommendations, sales opportunities and feedback themes are only recorded when there is a verbatim quote from them behind it, and that quote is checked against the conversation. A suggestion the analysis would make on its own, or something the companion said, never becomes a finding.
Every conversation is treated the same way, whoever started it.
A finding seen in only one or two conversations is marked Emerging - an early signal worth watching, not yet a pattern. Trend percentages and "most common" headlines are only shown once there are enough conversations to support them.
Findings accumulate, they don't repeat
This is the single most important thing to understand about this tab.
Two customers rarely phrase the same problem the same way. One writes "can't tell defrost from auto-defrost", another writes "the two defrost buttons confuse me". Those are one finding, not two - and this tab treats them as one.
Every finding pulled out of a conversation is compared against the findings already known for this companion. If it's the same underlying issue, it merges: the count goes up, the conversation is added as evidence, and the wording settles on whichever phrasing best covers all of them. Only a genuinely new issue starts a new finding.
The practical consequence: a finding with a count of 40 means 40 conversations raised that issue, not that 40 people typed the same sentence. Counts are weight, and the list stays short enough to act on.
Because wording is chosen to cover every conversation that merged in, a finding's title can change as it grows. When that happens the previous wording is kept and shown in the expanded view, so a title that shifts is never a mystery.
What's in the report
Report overview
Product areas
Findings
Where the data comes from
Conversations are analysed automatically after they end - there is nothing to configure. Analysis runs in the background, so a conversation that has just finished may take a little while to appear. The report tells you when this is happening: the overview shows "N chats still processing" whenever anything is still in the queue.
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