Sun’s Out: Dovetail’s Summer Launch ’26 brings digital twins, AI Agents, Channels 2.0, and enhanced enterprise-grade capabilities

AI has accelerated execution across every function of the modern organization. Teams move faster, release more often, and generate more output with less effort. Yet speed alone isn’t creating better products, better retention, or faster growth, because AI doesn’t understand your business, customers, or market the way you do. That missing piece is customer context.

Today, our Sun’s Out launch covers four main releases across the Dovetail platform: digital twins and AI Agents, Channels 2.0, MCP connectors in a stronger, more connected ecosystem, and enhanced enterprise-grade capabilities. Together they take Dovetail from a place you visit to look something up, to an always-on layer of customer intelligence that enables your team to act on what matters the moment it happens, wherever they’re already working, safely enough to run across your entire organization.

“AI didn’t solve the problem of understanding your customers” says Benjamin Humphrey, co-founder and CEO of Dovetail. “More customer signals than ever, yet most of it never reaches the person in the business who needs to act on it. That’s the gap we’ve spent the last nine years building toward closing—not for one team, but for everyone in the organization who makes a decision that touches a customer.”

Here’s what we’ve announced today.

Digital twins

Now for the first time, you have direct access to your customers on demand, with our new category-defining digital twins.

A year ago at our Insight Out conference, we described a world where all your customer data—videos, documents, high-volume feedback—lives in a single qualitative data warehouse you can query over and over. Today, we’ve brought that to life with digital twins.

Teams can build a digital twin of a customer, segment, or persona from real calls, tickets, and research, then talk to them directly in Dovetail Chat, Slack, or Teams to ask questions about their priorities, objections, or reactions to new ideas. Now you get nuanced feedback at the push of a button, grounded in your real customer data. Twins can be pulled up live in meetings, or set to run on a trigger, providing a weekly digest of what a specific customer segment cares about, or where your competitors are beating you. No more losing days tracking down the right people to talk to, or waiting weeks for a study to answer a question you need answered today.

Digital twins are available on all plans. Learn more.

AI Agents (now in GA)

Dovetail AI Agents are the teammates you never had the headcount for—always on, and built to take action.

Every agent is built from the same simple structure—a trigger, an instruction, and the tools and connectors it’s allowed to use. You can trigger your agents five different ways:

• Digital twins
• On a schedule
• On-demand
• On an internal event, such as a new call or review landing in Dovetail
• An external trigger from another system, such as a closed-won opportunity in Salesforce
• Custom webhook

Attach Skills—docs pulled into the Agent’s context to give it knowledge it can’t derive from instructions alone. Their memory improves across each run, continuously building on what they’ve learned so they have richer context each time you use them.

Every write action an Agent takes such as updating a Salesforce record, sending a Slack message, or opening a Linear ticket can be held until a human signs off, and an Agent can never act beyond the permissions of the person who built it.

Agents are built with teams in mind, not just tasks. Anyone in your organization can easily access them simply through Chat, check their outputs, and adjust their instructions, while staying in control of what’s delivered. Agents also self-improve over time, updating their own skills and context as they learn, whether that’s writing and autonomously updating Docs that serve as shared context for the whole organization, or refining how they approach a recurring task. Every piece of context is traceable back to a real call, ticket, or session, so what you have is always true and current.

Some ways we’re already seeing Dovetail Agents pulling their weight across teams:

• Before a roadmap review, an agent is asked whether the evidence actually backs the top three proposed projects—with quotes, frequency, and segmentation from Salesforce data.
• When exploring a new concept, it’s validated against a digital twin of your power user, built from every session and interview they’re given.
• A product marketing agent keeps competitor battle cards current, automatically—pulling what customers say about competitors on calls, how sales reps are positioning against them, and public intel from a web search, so reps always walk into a deal with the latest information.
• A CSM sets up an agent with the instructions, “if more than five customers mention billing confusion in the same week, summarize the feedback and send it to the Head of Product in Slack.” It fires automatically mid-week so the Head of Product has the summary before the CS team even files a ticket.

AI Agents are available on all plans. Learn more.

Channels 2.0

After helping teams classify over 60 million data points of customer feedback, Channels has now evolved to automatically turn support tickets, app reviews, surveys and sales calls into revenue-weighted, evidence-backed ideas your team and Agents can act on.

Customer feedback flows in, automatically

Channels 2.0 pulls feedback in automatically across more than 30 connected sources (more on these below), so less feedback slips through the cracks. And you don’t need to keep track of every new piece of data coming in—it updates automatically so intelligence is waiting for you, no triggering, manual runs, or prompting required.

Evidence backed

That intelligence surfaces opportunities with evidence behind it so you know which customers raised it, which accounts are affected, the ARR at stake, and whether demand is growing or fading.

One team, one view

Channels 2.0 is where sales, CS, support, and product now work from the same place. Instead of feedback getting stuck in the separate tools each team use, anyone can react, comment, and vote on an opportunity—putting real commercial weight behind what matters most, and giving your product team direct signals about what customers care about. Every opportunity moves through a shared lifecycle—Surface, Assigned, In Progress, Resolved—so everyone sees the same status, at the same time.

Feedback to code in one click

The moment an opportunity is ranked and ready, one click sends it straight into Claude Code to start building, or into a ticket in Linear or Jira with evidence included, so your engineers or Agents can start building with full context.

Closing the loop

Channels 2.0 also closes the loop on the other end: once an opportunity moves to Resolved, Dovetail surfaces the customers who raised it and drafts a personalized follow-up email, so every customer feels heard, loyalty builds, and feedback keeps coming in. That’s the feedback flywheel.

Channels 2.0 is available in closed beta. Learn more and sign up to the waitlist.

An integrated ecosystem

Customer intelligence is only as good as what feeds it—and only as useful as how far it travels. This is the connectivity layer: every source of customer signal flowing in, and intelligence connecting out.

For Dovetail to know your customers, it needs to be connected to every place your customers are talking. And for that intelligence to be useful, it needs to travel to wherever your team is doing the work—not just live inside Dovetail.

So we’ve worked on both of those.

To get every customer touchpoint in we have 10 new integrations, bringing our total to over 30:

• Qualtrics
• Salesforce Service Cloud
• Pendo
• PostHog
• Sprig
• Usersnap
• Snowflake
• ServiceNow
• HubSpot
• SurveyMonkey

These connect customer feedback so every channel your customers use to talk to you flows automatically into one place, instead of sitting scattered across a dozen tools.

To get that intelligence out, new first-party MCP (Model Context Protocol) connectors bring Dovetail into the tools your team are already using:

• Canva
• Linear
• Hex
• Salesforce
• Slack
• Notion
• Gmail
• Snowflake

With support in Chat and Agents alike. And because Dovetail also supports custom MCP, you can connect virtually any tool in your stack. On the flip side, first-party AI connectors let you query Dovetail directly from inside your general AI tools—Claude, ChatGPT, Figma, Amazon Quick Suite, and Microsoft Teams—so insights are exactly where your team works.

Some key ways we’re seeing this be used:

• A product manager taking a customer complaint to PRD. A product manager asks Claude what the top customer complaints about checkout are right now. Instead of Claude having to dig through Salesforce, Intercom and other disconnected tools where data is scattered, it gets one cited answer direct from Dovetail—where the data’s already been centralized, structured, and processed across every source. The PM turns it into a scoped PRD in the same conversation, without waiting on a researcher.
• Sales and CS bringing evidence into Salesforce. Sales or CS ask @Dovetail directly in Slack what a key account has mentioned about pricing frustrations or competitors, and it returns actual transcripts and timestamped videos where they can hear it directly from the customer—evidence that goes straight into their account record in Salesforce, without them needing to hunt through call recordings.
• Revenue operations building targeted outbound campaigns. A revenue operations lead builds an outbound campaign based on a specific pain point, such as Heads of Product frustrations around building roadmaps with no certainty of what customers asked for, pulls the supporting evidence straight from Dovetail, cross-references it against the right accounts in Salesforce, and hands both to their outbound tool to draft sequences—directly for those Heads of Product who are experiencing it.
• Engineers shipping fixes without delay. Engineers investigating a bug ask Cursor what customers have said about the specific API error and ship the fix understanding the urgency, without leaving their editor or waiting on a Slack reply.

Drive decisions across your whole enterprise

Dovetail is the system of record for your entire organization, with every customer signal in one place. But something this central, used by thousands of people across your company needs strong guardrails to clear security review, satisfy legal, and survive your IT approval process. This is where Dovetail earns its way into the largest, most regulated organizations.

It starts with governance. ISO 42001 certification, the international standard for responsible AI management, gives legal and compliance teams a globally recognized bar to sign off against.

To ensure consistency holds at scale, workspace context lets you set AI context globally across a workspace, or locally within a single project or channel—company strategy, brand guidelines, compliance standards—so every answer stays on brand.

Standardization keeps it all together with a custom home that shapes what a team sees when they land in Dovetail, while templates, global fields and tags ensure every team, everywhere, is working from the same playbook.

AI redaction protects sensitive data automatically with a level of control built for real compliance teams. Set it to Suggest and Dovetail surfaces proposed redactions—blurring a face, muting a name, masking an account number—for a human to approve before anything changes, set it to On and it applies automatically, or switch it to Off. Admins define exactly what counts as sensitive with an editable instruction prompt, plus an explicit list of terms to always or never redact, so the standard holds across the workspace.

Custom data retention works at both the workspace and the project level, and project-level rules take precedence—useful when one research program has a stricter data agreement with participants than the rest of the business. Teams set their own rules for how long data lives before it expires automatically, and anyone affected gets a heads-up seven days before deletion. Version history shows how every Doc has changed, who changed it, and lets teams roll back anytime.

These features are what separates Dovetail from other customer intelligence tools and horizontal AI platforms. Combined, they enable you to roll Dovetail out company-wide, knowing your data and your customers are protected to the highest standard.

Get started today

Digital twins and always-on agents that help turn intelligence into action and amplify your team’s impact. Channels 2.0 so customer feedback becomes something your team can act on. First-party MCP connectors so Dovetail’s more compatible with the tools you’re already in. AI redaction and enterprise governance so it can all run safely at scale.

In a world where more companies can build with AI, and where your competitors can build just as quickly—speed alone is no longer the edge. The ones who win will be the ones that know what matters. Dovetail is the customer intelligence platform that’s the reason your team knows what matters, while your competitors are just guessing, faster.

To learn more about these new capabilities and book a demo, talk to our team.

Watch the full keynote