Insights
A product report for this companion - what customers ask, where the product confuses them, what your content is missing, and what to sell them next.
The Insights tab reads like a report rather than a table. It opens with nine headline numbers - each one a shortcut to the section it counts - and an executive briefing, then what customers are asking and who is asking it, then a heatmap of where friction sits in the product, and finally the findings themselves - each one backed by the conversations it came from.
Findings accumulate, they don't repeat
Customers phrase the same problem a dozen different ways. This tab merges those into one finding, so a count of 40 means forty conversations raised that issue - not that forty people typed the same sentence.
That merging is what makes the list short enough to act on. Instead of scrolling a long tail of near-identical one-off rows, you get a ranked set of real issues with the weight of evidence behind each.
Executive overview
The nine headline numbers and the briefing beneath them.
Who is asking
Customer languages and how conversations end.
Product areas
Which part of the product generates which kind of question.
Findings
Knowledge gaps, friction, recommendations and sales opportunities.
Working the tab
Start at the top. The briefing lines are clickable - each opens the finding behind it with its source conversations. Then work down the four sections:
- Knowledge Gaps - the fastest wins. Each is a specific question your content doesn't answer, with the evidence attached.
- Recurring Friction - the product backlog. High count, high severity and a rising trend together mean a real problem.
- Product Recommendations - concrete changes suggested by the conversations themselves.
- Sales Opportunities - hand to whoever owns revenue.
Click any finding for the full summary and every conversation behind it. Click a source card to open that transcript in a new tab, or its info icon for a quick look without leaving the page.
Marking progress
Each finding carries a status you set - New, Acknowledged, In Progress, Resolved or Dismissed. It's shared across your organization and it drives the open-backlog counts at the top of the tab, so keeping it current keeps those numbers meaningful.
Nothing sets status automatically. If a finding you marked resolved keeps gaining conversations, that's the signal the fix didn't land.
Conversations are analysed in the background after they end, so a conversation that has just finished may take a few minutes to appear. The tab says so explicitly whenever anything is still processing.
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