Grain integration

Connect Grain to import feedback from your recorded customer calls into Featurebase.

Written By Markus Palm

Last updated 33 minutes ago

Grain x Featurebase integration.

Overview

Connect Grain 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.

Setting up the Grain integration

You need permission to manage integrations in Featurebase. In Grain, a workspace admin on the Business or Enterprise plan creates the token.

  1. In Grain, go to Workspace settings → Integrations → API

  2. Generate a Workspace Access Token, not a personal token, and copy it

  3. In Featurebase, go to Settings → Integrations

  4. Select Call recordings and click 'Connect' on the Grain card

  5. Paste your token into Workspace Access Token

  6. Click 'Connect and import last 30 days'

Featurebase checks the token with Grain and starts the import. The Grain settings open and show the import progress. If Grain rejects the token, Featurebase shows the reason so you can fix it.

In the Grain settings, Only calls with customers is on by default and skips calls where everyone is from your team. With this setting on, Featurebase asks Grain only for recordings with external participants.

To import recordings from specific Grain teams only, select them under Teams. All teams is the default.

Click 'Save' after you change a setting. To change the settings later, click 'Configure' on the Grain card in Settings → Integrations. Changes apply to calls that Featurebase has not checked yet.

How it works

When you connect, Featurebase imports finished calls from the last 30 days. New calls then appear in Triage about 10 minutes after Grain finishes the transcript.

How much Autopilot handles on its own depends on your automation level. Featurebase attributes the feedback to the customer who spoke most, when that person already exists in your Workspace. Collecting feedback from customer calls explains how to review call feedback, how attribution works, and what stays private.

FAQs