How to Set Up Your Feedback System

The scenario: Feedback from customers is scattered across Slack, Intercom, support emails, and sales calls. Some of it reaches the product team, most of it doesn’t. You want one system that captures everything consistently, enriches it automatically, and surfaces what actually matters — without creating a new manual process for your team to maintain. By the end of this guide you’ll have a feedback system in Lane that runs largely on its own, with the Agent doing the heavy lifting and your team reviewing what it surfaces rather than processing everything by hand.

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Step 1 - Map where your feedback actually lives

Before connecting anything, spend five minutes listing where customer feedback currently surfaces in your team:

• Customer-facing tools — Slack channels, Intercom conversations, support email
• CRM and sales tools — HubSpot, call notes, deal updates
• Direct input — customer interviews, NPS surveys, G2 reviews

You don’t need to capture everything at once. Start with the one or two sources generating the most signal right now. Get those working well first, then expand.

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Step 2 - Connect your sources

Go to Settings → Integrations and connect your sources. Here’s when to use each:

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Step 3 - Enable the Agent

This is what turns your feedback system from a manual inbox into an autonomous one. Go to Settings → Intelligence and enable:

• Detect sentiment automatically — Lane classifies each Insight as Positive, Neutral, or Negative as it comes in
• Detect type automatically — Lane classifies each Insight as a Request, Bug, Feedback, Idea, or Praise without manual tagging
• Product Area auto-assignment — Lane maps each Insight to the relevant Product Area based on its content

Once enabled, every piece of feedback that enters Lane from a connected source is automatically enriched: customer linked, sentiment detected, type classified, and Product Area assigned. The Insights tab in each record’s detail view surfaces what the Agent has extracted — the key highlights and intent behind the raw feedback. You review what the Agent does. You don’t need to do it yourself.

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Step 4 - Understand the two ways feedback gets processed

With the Agent running, your feedback system operates in two modes depending on your feedback volume: High or consistent feedback volume — let Themes form If feedback is coming in regularly from multiple sources, the best approach is to let it accumulate and let the Agent detect Themes for you. Intelligence groups related Insights automatically and surfaces Themes in the Discover section. Review these weekly — validate the groupings, check the customer and ARR context behind each Theme, and decide which ones are ready to become Features. Low or inconsistent feedback volume - process manually If feedback is coming in slowly or from a single source, Themes may take longer to form. In this case, review individual Insights in the Triage view and decide: does this piece of feedback have enough standalone value to act on now, or can it wait to be grouped into a Theme? If it’s urgent or high-impact on its own — a blocker for a key account, a critical bug, a request from a strategic customer — process it directly: review the Agent’s analysis in the Insight detail view, confirm or adjust the fields, and move it out of Triage by updating its status. If it can wait, leave it in Triage and let the Agent group it with similar feedback over time.

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Step 5 - Create your own Views

Views are personal in Lane — each team member creates their own saved layouts based on how they work. There’s no single right setup, but here are useful starting points depending on your role: If you’re a PM — a View filtered by your Product Area, sorted by importance, gives you a focused picture of what’s coming in for your part of the product. If you’re in CS — a View filtered by customer tier or a specific account helps you quickly see what your customers are asking for and where those requests stand. If you’re a founder or head of product — a View showing recent Insights across all sources, sorted by customer ARR, gives you a revenue-weighted pulse on what matters most right now. To create a View: open Insights, apply the filters and grouping that make sense for your workflow, and save it to your Space. It’ll be one click away every time.

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What a healthy feedback system looks like

When this is set up and running well:

• Feedback flows in from connected sources with customers, sentiment, type, and Product Area already attached
• The Agent surfaces Themes weekly without anyone having to manually group feedback
• Triage is a review queue, not a processing queue — most of the work is already done
• Individual Insights only get manually processed when they have clear standalone urgency
• Every team member has a personal View that shows them exactly what they need without digging

The goal is a system that runs in the background and surfaces what matters — not a new inbox that needs constant attention.

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What’s next

With your feedback system in place, the next step is turning what surfaces into product decisions.