Channels 2.0: from customer feedback to code in one click

Since launching Channels 1.0, Dovetail has classified more than 61 million data points of customer feedback across support tickets, app reviews, surveys, sales calls, and more. Channels 2.0 builds on that foundation, evolving from synthesizing that feedback to acting on it with confidence.

Feedback the moment it happens, from wherever it happens

Channels 2.0 pulls all of your high-volume, qualitative customer feedback in automatically across more than 30 first-party integrations, including Gong, Intercom, Salesforce Service Cloud, and Qualtrics so nothing has to be manually exported, tagged, or forwarded to a research team.

As the feedback arrives, Channels reads it, connects it to related mentions, and pulls together the customer evidence behind an idea.

Ideas ranked by revenue and evidence

A quote alone doesn’t tell you how much it matters. Channels 2.0 attaches every piece of feedback to the full context behind it: who raised it, what plan they’re on, and how much revenue their account represents.

That context turns a single complaint into a business opportunity. A login bug reported by a free-tier user and the same bug reported by a $250,000-ARR enterprise account carry very different weight, and Channels surfaces that difference automatically instead of leaving your team to piece it together.

Channels then uses AI to turn that feedback into ideas your team can act on, each one backed by real customer evidence and enriched with CRM data from tools like Salesforce and HubSpot.

When an idea is ready to build, with one click Channels 2.0 sends it straight to your engineers. Push the full context and evidence into Claude Code or Cursor to start building, or add it to a ticket in Linear or Jira. Whoever picks it up starts with the real customer context already attached, not a one-line summary.

Everyone in your organization working from the same page

Feedback used to get stuck in the team and the tool it landed in. Support saw the ticket, sales saw the call, and product saw neither until someone remembered to mention it. Channels 2.0 puts every idea in one shared view where every team can view, react, comment, and vote on it.

Every idea moves through a similar workflow from Surfaced to Resolved, so no one has to ask for a status update. When Channels detects new ideas in a data source, like a batch of support tickets, it notifies your team directly in Slack or email with a link straight to the relevant channel.

Closing the loop with your customers

When customers hear their feedback has been heard, actioned, and resolved, that’s incentive to continue providing valuable feedback, which in turn means continuous improvements to your product or service. This is where we close the loop with Channels 2.0.

Once an idea moves to Resolved, Dovetail surfaces the customers who originally raised it and drafts a personalized follow-up email. Your team reviews and sends it, so every customer who spoke up knows they were heard.

That’s Channels 2.0: feedback received across multiple sources, pulled into one Channel, and turned into revenue-ranked, evidence-backed ideas your team can send to build in one click—closed out with a message to the customers who raised it in the first place.

Channels 2.0 is available in closed beta. Sign up to the waitlist to get access.