AI Channels 2.0
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Channels 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 your team and Agents can act on.
Connecting the world’s greatest companies to their customers
01
Always on, so you don’t have to be
Channels updates automatically as new data arrives. Wake up to intelligence waiting for you—no triggering, manual runs, or prompting required.
02
Know what to build next, and why it matters
Every opportunity surfaced comes with evidence behind it—which customers raised it, which accounts are affected, the ARR at stake, and whether demand is growing or fading. Business decisions, validated.
03
From idea to product, in one click
One click turns a ranked idea into a ticket in Claude, Linear, or Jira with evidence and context included, so nothing gets lost in translation between deciding what matters, and building it.
04
Never leave customers hanging
When an idea ships, use Chat to automatically close the loop with every customer that flagged it. Personalized follow-ups mean customers feel heard, trust builds, and the feedback keeps coming.
01
Always on, so you don’t have to be
Channels updates automatically as new data arrives. Wake up to intelligence waiting for you—no triggering, manual runs, or prompting required.
02
Know what to build next, and why it matters
Every opportunity surfaced comes with evidence behind it—which customers raised it, which accounts are affected, the ARR at stake, and whether demand is growing or fading. Business decisions, validated.
03
From idea to product, in one click
One click turns a ranked idea into a ticket in Claude, Linear, or Jira with evidence and context included, so nothing gets lost in translation between deciding what matters, and building it.
04
Never leave customers hanging
When an idea ships, use Chat to automatically close the loop with every customer that flagged it. Personalized follow-ups mean customers feel heard, trust builds, and the feedback keeps coming.
Channels for
Roadmap prioritization
Classify high-volume feedback into themes and opportunities your team can act on. Understand what customers are asking for, weigh it by revenue impact, and feed it directly into your roadmap.
Voice of customer
High-volume feedback
Multi-team collaboration
Trend detection
Engineering and SDLC
“Ultimately, Dovetail’s AI has democratized access to insights across our business. It’s helping teams surface what matters most in far less time, and empowers more data-informed conversations at every level of our organization.”
Marie-Andrée Turgeon
Senior Manager of Product Operations
Track what matters,
act before it escalates
See rising trends, understand the impact, and get to the right people before it becomes a problem.
Prioritize based on value
Link themes to CRM data to show the revenue impact and truly understand what to prioritize.
Get alerts on emerging trends
Receive automated weekly updates in Slack or email for bugs, complaints, or feature requests before they escalate.
Actions menu and integrations
Push any theme or data point directly into Jira, Salesforce, Zendesk, and your SDLC from the actions menu.
Heat map and visualizations
See a heat map and visual breakdown of your data over time to spot patterns and spikes at a glance.
Multi-team collaboration
Teams can vote, comment, and filter by the accounts they own. Commercial weight shapes what rises to the top.
Get
more
from your findings
The real value isn’t in the analysis. It’s in what you do with it next.
AI Chat
Ask questions across your channels in natural language and get cited, evidence-backed answers in seconds, without reading every data point.
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AI Docs
Turn any theme or pattern into a deliverable with one prompt. Generate a brief, VoC summary, or product opportunity doc grounded in the data points that matter.
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AI Agents
Set up an Agent to monitor your channel and deliver alerts to Slack, Teams, or email, so your team stays up to date the moment something shifts.
Learn moreHow customer insights drive and inspire Breville’s [] product innovation
Breville's iconic brand, built over decades, hinges on deep customer understanding. The global brand uses Dovetail to ensure every product aligns with user needs, driving brand loyalty and market leadership.
How Atlassian [] turns customer signals into confident product decisions
Atlassian uses Dovetail’s customer intelligence platform to give teams from Design to Engineering instant, evidence-backed answers about their customers.
How Itaú Unibanco [] delivers better banking experiences with Dovetail
Since 2022, Brazil's largest bank has partnered with Dovetail, embracing an innovative approach to transform customer intelligence into award-winning banking products and experiences.
FAQs
Channels turns every piece of customer feedback—tickets, reviews, calls, surveys—into a revenue-ranked list of opportunities, so you always know what’s worth building next.
Every opportunity Channels surfaces comes with the evidence behind it—who raised it, which accounts are affected, and the ARR at stake—giving product teams validation for what to build next instead of guesswork.
By revenue impact, using Salesforce enrichment to weigh each signal against the accounts and ARR behind it.
Every channel you connect—support tickets, reviews, sales calls, surveys, and more—feeds into the same ranked list, so nothing gets missed.
Yes. One click sends it straight to Claude, Linear, or Jira with the evidence and context behind it, so whoever picks it up understands what to build, and why.
Product, Sales, and CS all work from the same ranked list, so everyone has visibility into what customers actually need.
Yes. Channels classifies app reviews, NPS comments, and every other connected feedback source into themes automatically, with no manual tagging required. Its classification engine runs continuously as new data arrives, so feedback gets categorized the moment it comes in rather than sitting in a queue for someone to sort by hand.
Yes. In Channels, you can create custom topics—each with its own title and description—to guide how incoming feedback gets grouped, on top of the themes AI generates automatically. You can edit, rename, or delete any topic at any time, so your taxonomy keeps evolving alongside what your team actually cares about.
Yes. Channels analyzes every connected source—support tickets, app reviews, sales calls, survey responses, or warehouse data like Snowflake—for both theme and sentiment, then merges everything into a single view. A complaint raised in a support ticket and the same complaint surfacing on a sales call get grouped as one signal, not tracked as two.
Channels currently connects to Intercom, Zendesk, Slack, ServiceNow, and Gong, along with app reviews from the App Store and Google Play, NPS and CSAT survey responses, and product analytics from Pendo—all classified automatically. Teams can also pull in structured data from their own warehouse via a Snowflake integration, covering things like custom survey exports or support records. Every source feeds into the same classification engine, with no separate setup required for each tool.