How feedback processing works

This page explains what happens after a customer or admin writes in a conversation, and what you should verify as an admin.

Quick actions

Processing flow

1. Capture: A customer message or admin conversation capture arrives on a conversation.
2. Propose: AI can propose editable requests from the whole conversation or selected messages. Proposals are not product artifacts until an admin accepts them.
3. Accept: An admin accepts, edits, or removes each proposal, or creates a sourced request manually. Every request keeps live provenance back to its source.
4. Link: requests can be linked to existing issues or used to create new ones.
5. Prioritize: admins review, assign, snooze, close, and prioritize conversations in the inbox.

What you should verify daily

• Widget submissions appear as conversations in Inbox
• customer-visible messages stay on the thread, while internal notes stay admin-only
• AI proposals are reviewed before they become requests
• high-impact conversations are assigned and prioritized

Why this model helps

• Keeps the original conversation as the support record, separate from actionable requests.
• Lets one conversation produce many requests without losing the audit trail.
• Preserves traceability from issue decisions back to messages, captures, or internal notes.

When to troubleshoot

Troubleshoot when:

• expected conversations do not appear
• extracted proposals are low quality due to unclear source text
• status sync between systems appears stale

Start with email channel troubleshooting or Linear troubleshooting.

Data attribution

Issue flight path codes (for example JFK-SFO) use airport and route snapshots derived from:

• OpenFlights data
• flightcn airport registry