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 4 days ago
Overview
Collect feedback from customer calls with a native call recorder integration or a custom integration through the Featurebase API. You can send transcripts from any tool that lets you access the transcript text.
With Autopilot enabled, customer feedback becomes supporting Insights or new internal Requests. Decisions that need your review wait in Triage.
Note: Call recorder integrations are in beta.
Connect a call recorder
Featurebase has native integrations with six call recorders. For other tools, you can send transcripts through the API. Each guide covers setup from start to finish.
Connect recorders in Settings → Integrations under Call recordings.
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.
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:
Select an item from the call. Its header shows that it came from a call and which recorder imported it
Choose 'Open full source' to read the transcript, where each line shows the speaker's name and company
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
Review who each imported call is attributed to:
Customer profile - Associate the feedback with a customer profile using the participant’s email
Guest - Keep the feedback under a guest when Featurebase cannot associate it with a customer profile
Company - Link a customer's profile to an existing company when their email domain matches its website
Check the author when reviewing imported feedback, especially when several customers took part. Teammates are not used as the customer author. Calls do not create companies.
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
The AI Policy explains how Featurebase handles customer data when AI processes feedback.
FAQs
Why is a call missing from Triage?
Why is a call missing from Triage?
Open the recorder's settings in Settings → Integrations and check its status. Then check these common causes:
The recorder has not finished the transcript. New calls appear about 10 minutes after it does
Featurebase skipped the call as internal or as shorter than 300 words
The call belongs to a team or folder you excluded
The owner of the recorder key cannot see the call in the recorder
The recorder shows Reconnection required because it rejected the key
Why was a call with a customer skipped as internal?
Why was a call with a customer skipped as internal?
Featurebase uses the recorder's internal or external label when available. Otherwise, it compares participant email domains with your team's domains. A personal address, such as Gmail, does not identify a company and may leave the call classified as internal.
To import these calls, turn off Only calls with customers in the recorder's settings. Featurebase then also imports internal meetings.
Can I choose the category for call feedback?
Can I choose the category for call feedback?
No. Autopilot organizes call feedback the same way as other incoming feedback.
Can I import calls older than 30 days?
Can I import calls older than 30 days?
No. When you connect a recorder, Featurebase imports finished calls from the last 30 days. After that, it imports new calls as they finish.
What happens to call feedback when I uninstall a recorder?
What happens to call feedback when I uninstall a recorder?
Feedback, Insights, and Requests that were already created stay in Featurebase. Transcripts still waiting to be processed are deleted.
If you reconnect, Featurebase checks the last 30 days again without duplicating calls it already imported.
Why was call feedback filed under a guest?
Why was call feedback filed under a guest?
The recorder may not provide a usable customer email, or Featurebase may be unable to associate the call with a customer profile. Check the call's author and original transcript when reviewing the feedback.
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