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Feedback 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 feedback 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, Email, Chrome extension, etc.), Feedback begin to flow in . Here’s how to manage them:
  1. Review in Triage:
    • All new feedback from integrations land in the Triage view.
    • Use this space to assess, organize, and process feedback.
  2. Link to Features:
    • Link feedback directly 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 a Feedback

To manually create a new feedback:
  1. Click the + Add Feedback next to “Apps” in the topbar of the Insights page .
  2. Enter the title and description.
  3. Assign the right customer and tags if any.
  4. Click Add Feedback to save.

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Feedback 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.
  • Type: Categorize feedback as Feedback, Request, Bug, or Praise.
  • Sentiment: Mark the tone of the insight as Positive, Neutral, or Negative.
  • Product Area: Specify the functional area or module within the product to improve categorization.
  • Importance: Indicates priority or urgency.
  • Customers: Link to affected 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).
  • Score: Helps prioritize work by defining Value and Effort.

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Insights

When Opportunity Intelligence is enabled, the Agent automatically extracts **Insights **from each feedback - the specific quotes, pain points, and requests that matter. You can view highlights in the Insights tab in the feedback detail view’s right sidebar (between the Detail and Log tabs). A purple dot appears on the tab icon when AI-extracted insights are available. Each highlight card shows:
  • Driver — a short keyword summarizing the core topic
  • Text — the verbatim excerpt from the feedback
  • Sentiment — positive, neutral, or negative
  • Type — bug, request, feedback, or praise
  • Product area — the matched area from your workspace taxonomy
  • Theme — the linked theme, if one was detected
The tab displays both AI-extracted highlights and highlights you create manually by selecting text in the insight description and linking it to a feature.

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Processing Feedback

  • Every new feedback captured via integrations automatically starts in the Triage view. Manually created feedback can be assigned any status during creation.
  • From there, it can be reviewed, categorized, and linked to delivery.
  • When all linked features are marked as Done, “a Loop closed?” indicator appears in the feedback detail view. This helps you quickly understand whether the feedback loop has been closed with the customer.
  • After you inform the customer by using the source link in the record, you can manually set Loop closed? to Yes.

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Best Practices

  • Regularly clean up the Triage view to ensure nothing important slips through.
  • Use Importance 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 feedback 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 feedback?
A: You can delete duplicate entries manually for now. De-duplication is not possible at the moment. Q: Are feedback 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.