Introducing Dovetail One: one platform for customer context across every team
Today we’re launching Dovetail One, a unified platform that brings voice of customer, product, research, and revenue teams together around the same customer context.
Dovetail’s mission has always been to improve the quality of every thing, and we believe the best things are built by teams who listen to their customers. That’s why we never set out to build just a research tool: while research is important, it’s just one type of data that teams look at when deciding what to build.
And in the past 18 months, AI has dramatically changed how things get built. As teams automate the software development lifecycle (for example with software factories), the context their AI agents work from matters more than ever.
Last October, we launched our first batch of general-purpose AI features with Agents and Digital Twins. That release began Dovetail’s transition beyond a productivity tool for researchers into an org-wide qualitative data platform.
117 changelog posts later and Dovetail has evolved into the customer context layer that ingests, processes, and organizes customer interaction data from dozens of places including Qualtrics, Gong, ServiceNow, G2, App Store, Google Play, Zendesk, Snowflake, Salesforce, RingCentral, and dozens more.
With Channels 2.0, Digital Twins, and MCP, Dovetail can now serve context directly to teams and agents with robust security and compliance, like redaction, and in doing so, enable a host of new use cases for product, design, voice of customer, and CX teams, and even sales, customer success, and marketing.
How teams use Dovetail today
Here are four examples of how companies are using Dovetail today:
- A 700 person travel and hospitality platform uses Channels 2.0 to power their high-volume voice of customer program, processing 1,100,000 support tickets annually, enabling their product team to drive their roadmap and strategy.
- A global multinational software company with 110,000 employees uses Dovetail to enable all of their product managers and designers to access customer context where they work, via Dovetail’s feature-rich MCP.
- A 90 person AI startup uses Dovetail as its Revenue Intelligence platform, leveraging Projects for call intelligence; Agents for RevOps workflows; Chat for deal health; and Digital Twins for sales training including role plays.
- A modern business bank for startups and small businesses with 1,800 employees uses Dovetail to develop product strategy and prioritize improvement opportunities, weighted by CRM enriched data like ARR.
To reflect these new use cases, today we’re launching Dovetail One.
One platform, every team
Every customer interaction contains something valuable. Dovetail One brings that information together so each team works from the same customer context:
- Dovetail for Voice of Customer. CX and ProductOps teams now turn high volumes of tickets, surveys, and reviews into actionable ideas, send them Jira or Linear, and automatically close the loop with personalized follow ups.
- Dovetail for Product and Design. Product Managers and Designers make faster roadmap decisions backed by evidence, pushing customer context straight into their prompts for Claude Code, Cursor, Lovable, and more. Also, Product Managers and Designers can quickly test ideas and designs with Digital Twins in Dovetail using voice chat and screen sharing.
- Dovetail for User Research. Research and Insights teams cut synthesis from weeks to days with AI, build a searchable repository with cited evidence, and automate ResearchOps workflows with agents. That lets them punch above their headcount and move from a reactive service desk to a strategic partner.
- Dovetail for Revenue Intelligence. Sales, RevOps, and Customer Success teams turn every customer call into intelligence, practice with Digital Twins, and use Agents to update Salesforce records based on call transcripts.
All of these capabilities are available on the same Dovetail platform. Workspace Sources, Projects, Channels, Agents, and Digital Twins can quickly be configured to suit the use cases, teams, and workflows for every organization.
Power and AI at the center
Dovetail One puts our AI capabilities in every team’s hands:
- Agents automate recurring work, from monitoring signals to finding patterns across conversations and routing the next action to the right people.
- Channels 2.0 gives you a 360 degree view of your customer feedback, automatically turning support tickets, app reviews, surveys and sales calls into revenue-weighted, evidence-backed ideas for your team and agents.
- Digital Twins are current, evidence-based models of your customers and segments, built from your calls, tickets, surveys, and research. Talk to them in real time to ask questions and pressure-test ideas, with every answer traceable to the real conversation it came from.
- Chat is the front door to your customer intelligence. Anyone in your organization can interrogate the data, watch highlights, generate reports, validate assumptions, and trigger actions across your workspace.
- Projects transcribes and summarizes customer and market research into highlights, clips and reels to inform your next big decision, while Dashboards and Docs turn findings into outputs your organization can stand behind.
In Dovetail One, you can sync customer interaction data from more than 40 sources including ServiceNow, Qualtrics, Google Play, Gong, and more with Sources, while MCP connects the AI tools your team already uses like Claude, Copilot, Codex, Cursor, and Atlassian Rovo to shared customer context.
Pricing model
Dovetail One’s pricing has three parts:
- Platform. The Dovetail platform itself, including home, search, access control, user management, user groups, data security, and compliance certifications.
- Users. Teammates who create Projects, set up Channels, write Docs, query data with Chat and MCP, and build Agents and Digital Twins.
- Credits. A shared AI usage balance for the workspace. Data processing and AI features including Chat, Agents, and Digital Twins consume credits.
Pricing plans
Dovetail One introduces three new pricing plans for teams of different sizes:
| Bronze | Silver | Gold | |
|---|---|---|---|
| Platform | $4,800 / year | Contact sales | Contact sales |
| Users | 5 (max) | 25+ | 100+ |
| Credits | 15c / credit | 15c / credit | 15c / credit |
| Projects | ✓ | ✓ | ✓ |
| Channels | ✓ | ✓ | ✓ |
| Agents | ✓ | ✓ | ✓ |
| Chat | ✓ | ✓ | ✓ |
| MCP | ✓ | ✓ | ✓ |
| Digital Twins | ✓ | ✓ | |
| Folders, tags, templates, fields | ✓ | ✓ | |
| Contacts enrichment | ✓ | ✓ | |
| Segments | ✓ | ✓ | |
| Workspace context docs | ✓ | ✓ | |
| User and security controls | ✓ | ✓ | |
| Access control and user groups | ✓ | ✓ | |
| Single sign-on | ✓ | ✓ | |
| SCIM user provisioning | ✓ | ||
| AI redaction and LLM choice | ✓ | ||
| Custom data retention | ✓ | ||
| Custom contracts and reviews | ✓ | ||
| Dedicated success manager | ✓ | ||
| Coming soon | Talk to sales | Talk to sales |
Check out our pricing page and help center article to learn more.
Switch now
Dovetail One is available to new customers starting today.
We’re also rolling out the option to switch to Dovetail One for Professional, Business, and Enterprise customers. You’ll see the option to switch in billing when it’s available to you, or you can reach out to your account team.
Switch now to get a limited-time offer. On 11 January 2027, workspaces on legacy plans will receive a credit grant. If your credits run out, AI feature usage will be limited and you’ll need to switch to Dovetail One to add more credits.
Get started
Talk to your account team about the right plan for your organization.
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