Collecting feedback from customer calls

Connect your call recorder so feedback from recorded customer calls becomes Insights on your Requests.

Written By Markus Palm

Last updated About 1 hour ago

Overview

Connect your call recorder to bring feedback from your customer calls into Featurebase automatically. Your team no longer has to write up notes or submit feedback after every sales, customer success, or product call.

Autopilot reads each transcript, pulls out the feedback, and links it to the right Requests as Insights. New ideas get their own Requests, visible only to your team, and anything Autopilot isn't sure about waits for you in Triage. You stay in full control of what reaches your Feedback Portal.

Note: Call recorder integrations are in beta.

Connect a call recorder

Featurebase connects to six call recorders. Each guide covers setup from start to finish.

Call recorder

What you need

Fathom

An API key from a user who can view your team's customer calls

tl;dv

An API key; meeting organizers need a Pro, Business, or Enterprise plan

Grain

A Workspace Access Token from a Grain admin on Business or Enterprise

Gong

An access key, secret, and base URL from a Gong tech admin

Fireflies

An API key; a Super Admin key covers the whole workspace

Granola

An API key on a Granola Business or Enterprise plan

Connect recorders in Settings → Integrations under Call recordings. You need permission to manage integrations. You can connect several recorders at the same time, with one connection per recorder. Connected recorders also appear with their status under Settings → Requests → Collection.

What Featurebase imports

When you connect a recorder, Featurebase imports finished calls from the last 30 days. After that, new calls appear in Triage about 10 minutes after the recorder finishes the transcript. A large backlog is imported gradually, and the recorder's settings in Featurebase show the progress.

Featurebase skips a call when:

  • Only calls with customers is on and everyone on the call is from your team. This setting is on by default

  • The transcript has fewer than 300 words

  • The call belongs to a team or folder you excluded in the recorder's settings

Each call is imported once, even when the recorder lists it again or you reconnect the recorder.

How Featurebase recognizes your team

Featurebase uses the recorder's own internal and external labels when the recorder provides them. Otherwise, it compares each participant's email domain with your team's domains, including the domain of the teammate who connected the recorder.

A personal email address, such as a Gmail address, does not identify a company. When the recorder cannot label a call, a participant with a personal address does not make it a customer call.

Review call feedback in Triage

Each imported call appears under its title from the recorder. What happens next depends on your Autopilot Automation level:

  • Assisted or Automatic: Autopilot links what customers ask for to matching Requests as Insights and turns new ideas into new Requests. Automatic also merges clear duplicates. Uncertain matches and other open decisions wait in Triage

  • Off: Autopilot does not process the call. The call waits in Triage for your team to review

To review a call:

  1. Go to Requests & Insights → Triage

  2. Select an item from the call. Its header shows that it came from a call and which recorder imported it

  3. Choose 'Open full source' to read the transcript, where each line shows the speaker's name and company

  4. Link, merge, or ignore the feedback as described in Working through Triage

Requests that Autopilot creates from a call start with Internal visibility, so your team decides what customers can see. Autopilot creates a new Request without review only when it is confident and the category does not require approval. Otherwise, the new Request waits in Triage.

Who the feedback is attributed to

Featurebase attributes each call to a customer on the call:

  • Existing customer: The author is the participant who spoke most among the customers who already exist in your Workspace as a user or lead. Featurebase matches them by email

  • No match: The feedback is filed under a guest named after the customer who spoke most and their company, such as Dana Ruiz (Globex)

  • Company: When a matched user's email domain matches the website of an existing company, Featurebase links the user to that company

Teammates are never the author. Featurebase never creates users, leads, or companies from a call.

Tip: Sync your customers and companies before you connect a recorder. Featurebase matches the author when it imports a call, so a call imported under a guest keeps that guest.

Privacy and notifications

Featurebase stores each imported transcript as private feedback for your team:

  • The imported call and its transcript never appear on your Feedback Portal

  • Importing a call sends no email. Call participants do not receive comment or status emails about the imported call

  • Imported calls are not posted to Slack or sent to your issue trackers

  • Recorder keys are stored encrypted, and the recorder's settings show only their last four characters

  • Uninstalling a recorder deletes transcripts that are still waiting to be processed. Feedback that was already created stays

The AI Policy explains how Featurebase handles customer data when AI processes feedback.

FAQs