Insights are where all your product discovery begins. They capture a range of inputs including customer requests, bugs, internal ideas, and other feedback—centralizing the voice of your users and your team into a single, structured space. Use Insights to identify recurring themes, assess demand, and connect discovery directly to delivery.

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Setup and Workflow

Once you connect Lane with various sources (like Slack, Intercom, Chrome extension, etc.), Insights begin to flow in automatically. Here’s how to manage them:
  1. Review in Triage:
    • All new insights from integrations land in the Triage view.
    • Use this space to assess, organize, and process feedback.
  2. Link to Features:
    • Link insights to existing features or create new feature requests.
    • This helps in prioritizing work based on real demand.
  3. Track Progress and Close the Loop:
    • Monitor the status of linked features.
    • Once shipped, use the integrated links to follow up with customers and close the loop.
  4. Create Custom Views:
    • Filter and group insights by product, customer, status, timeframe, and more.
    • Save views for personal tracking or team workflows.

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Creating an Insight

To manually create a new insight:
  1. Click the + icon next to “Insights” in the sidebar.
  2. Choose a type: Idea or Feedback.
  3. Enter the title and description.
  4. Assign additional fields like product, customer, tags, timeframe, etc.
  5. Click Add Insight to save.

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Insight Fields

Each insight can be enriched with the following fields:
  • Title: A short summary of the feedback or idea.
  • Description: Additional context to clarify the request or problem.
  • Status: Current workflow status. Configurable under Settings→ Fields.
  • Importance: Indicates priority or urgency.
  • Customers: Link to affected users or accounts.
  • Tags: Add labels for categorization and filtering.
  • Product: Assign the relevant product or module.
  • Source: Internal or External. Auto-filled for integrated sources (e.g., Slack, Intercom).
  • Timeframe: Define when you plan to act on this insight.
  • Score: Helps prioritize work by defining Value and Effort.

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Insight Structure

  • Every new insight captured via integrations automatically starts in the Triage view. Manually created insights can be assigned any status during creation.
  • From there, it can be reviewed, categorized, and linked to delivery.
  • Once the linked feature or fix is live, use the source link in the record to respond and close the feedback loop.

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Best Practices

  • Regularly clean up the Triage view to ensure nothing important slips through.
  • Use Importance and Timeframe fields to align discovery with planning.
  • Link insights to features as early as possible to strengthen prioritization.
  • Close the loop wherever possible to build customer trust.

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FAQs and Troubleshooting

Q: Can I bulk import insights from a spreadsheet?
A: Yes. Use the CSV Import under Settings → Import to bring in insights from other tools. Q: What happens if I accidentally create a duplicate insight?
A: You can delete duplicate entries manually for now. De-duplication is not possible at the moment. Q: Are insights visible to the whole team?
A: Yes. Insights are account-level objects, and currently, all workspace members have access to the full list of insights.