Collect feedback with the Insights app in airfocus

Watch: Insights app

Benefits

• Centralize scattered feedback: Bring feedback from every team and channel into a single place.
• Turn feedback into actionable strategy: Uncover key trends to inform your product discovery, priorities, and roadmap decisions.
• Close the feedback loop: Easily respond to customers and keep them updated as their feedback moves from idea to execution.

Set up the Insights app

To use the Insights app, you need two workspaces: 

• A workspace for collecting the feedback 
• A workspace for linking feedback insights to your work

Start by either creating a dedicated feedback workspace (recommended) or converting an existing workspace that already contains feedback.

Option 1: Create a dedicated feedback workspace (Recommended) 

1. Open the workspace where you want the Insight app to be active.
2. Click Extensions from the top-right corner of your workspace.
3. Select Insights.
4. The “New feedback workspace” option will be selected by default.
5. Click Create workspace to confirm.

Option 2: Convert an existing workspace into your dedicated feedback workspace

Convert your workspace into a dedicated feedback workspace

1. Go to the workspace where you already collect or manage feedback.
2. Click Extensions from the top-right corner of your workspace.
3. Under "Apps", select Insights.
4. Choose “Use current workspace”.
5. Select the workspace(s) you want to link the feedback insights to.
6. Click Install app to apply the changes. 

Please note that to link to a workspace, you’ll need full access permission for that workspace.

Set up an inbox view for your feedback workspace

1. Click All views from the navigation at the top of the workspace under the workspace title.
2. Click the plus sign icon  in the top-right corner of the panel that appears
3. Select Inbox. 
4. Click Continue. 
5. Fill out the “Name” and “Description” fields along with any additional customization you desire under “Customize View”. 
6. Select Status under Quick filters 
7. Click Add View. 

Add an insight

To add an insight to a work item, follow these steps:

1. Add a new item to your feedback workspace representing the incoming feedback, including all relevant context in the item card.
2. Open the feedback item card.
3. Highlight the relevant portion of text in the description.
4. Click on the Add insight button.
5. Select an item from your linked target workspace to attach the highlighted text as an insight.

Navigate between feedback and linked items 

See at a glance which feedback insights have already been created. You will also be able to see the number of insights created on your receiving workspace. This allows you to understand which items may need your attention, giving you perspective and added customer focus.

• From feedback to target item: Open the feedback card and click the name of the linked item.
• From target item to feedback: Open the item card in the receiving workspace to see the number of linked insights and click to view the original feedback.

Advanced configurations

Insight scoring

Choose how the insight score is calculated and displayed on items in the receiving workspace(s): 

• Default: Calculate score based on the total number of Insights linked to an item.
• Advanced: Aggregate custom field values from feedback items. This allows you to customize the formula to your team's needs.
  • Note: This will work well for Single Select fields. Multi-select fields currently compute an average rather than summing individual values.

Integrations

• Intercom: Native integration that allows automated import of customer feedback via Intercom tags. Imported items feature the Intercom icon for easy identification.
• Zapier: Connect email and other communication tools to automatically feed items into your feedback workspace.

Filter insights option

Use the Insights filter option to quickly identify all feedback related to specific work items or feature requests.

To use the Insights filter, follow these steps: 

1. Click Filter.
2. Next to “Where”, select Insights.
3. Refine your search even with these filter options: 
   1. Link to: All insights that are linked to one specific work item
   2. Is defined: All items in this workspace that are already defined as an insight for another item.
   3. In undefined: All items in this workspace that are not yet defined as an insight for another item.

Move items with insights to a different workspace

If you want to move an item with linked insights to a different workspace, make sure that the Insights app is targeting both workspaces; otherwise, you will lose those insights during the transfer.

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