Skip to main content
Feedback is the raw material of product decisions: support tickets, sales notes, call transcripts, portal requests, a message someone flagged in Slack. Scattered across tools, it’s impossible to reason about, and the requests from your biggest accounts get the same attention as everything else. In Lane, every piece of it lands in one place, tied to the customer who said it, and rolls up into Signals: the recurring problems you actually prioritize. Open Signals in the sidebar and switch to the Feedback tab.

​
Where feedback comes from

Feedback flows in from the tools your customers and team already use, each item stamped with its source so you can always trace a request back to where it was said:
One document, like call notes: upload it in Add Feedback. A small export with a handful of customers: attach it in chat and ask Lane to save each comment. A spreadsheet of many customers’ feedback: use CSV import.
Most of this happens without anyone lifting a finger. Connected sources can capture feedback automatically, with an AI filter so only genuine product feedback comes in and routine conversations are skipped. Use Sources at the top of the page to connect more. When feedback arrives with a customer’s email, Lane links it to the right customer automatically, so every request carries the account, revenue and tier behind it.

​
What Lane does with it

As feedback arrives, Lane reads it the way a product manager would:
  • Picks out the highlights: the specific requests and pain points inside a longer message, quoted in the customer’s words, so a long thread isn’t flattened into one label.
  • Classifies each one by type and sentiment.
  • Sorts it into your Product Areas.
  • Groups it with related feedback into Signals, with the customers and revenue attached.
This runs automatically, with nothing to switch on, and uses AI credits from your workspace balance (see Billing). Very short messages, a few words, are kept but not analyzed. If your credits run out, feedback is still captured, and Lane analyzes it once credits are available again.

​
Working the list

Feedback is split into Triage, new feedback waiting for a look, and Processed, everything you’ve moved on. From there:
  • Search by title, filter by things like type, status, product area, sentiment, source or customer, and sort by date, customer, revenue and more.
  • Switch between List, a dense table, and Inbox, for reading one item at a time.
  • Save View to keep a filtered list one click away; see Views.
  • Select several items to change their status or importance, or delete them, in one go.

​
A feedback item

Each item carries a consistent set of fields so it can be filtered, grouped and compared: The side panel also shows the Signals and Docs the feedback is part of.

​
Highlights

The Highlights tab on a feedback item shows what Lane picked out of it: each highlight with a short keyword, the customer’s own words, its type and sentiment, its product area, and the Signal it belongs to. Change a highlight’s product area if Lane got it wrong, or delete one that isn’t real. To capture a point Lane missed, select the text in the description and choose the highlighter to add it as a highlight yourself. The same highlights appear under Signals as Evidence.

​
From feedback to a decision

Feedback is evidence. Two paths take it forward:
  • Into a Signal. Most feedback earns its weight by joining others. As related feedback adds up, the pattern shows up in Signals with its customers and revenue attached, which is what Prioritization ranks.
  • Into a Doc. When one request is worth acting on directly, choose Doc on the item. Use Lane drafts a brief from the feedback and its customer context; Write it myself starts a Doc with its title and description. Either way the Doc stays linked to the request, and the feedback moves out of Triage.

​
Statuses that keep themselves current

When the Signal a piece of feedback belongs to is accepted, the feedback moves to In progress; when the Signal is closed because the work shipped, the feedback moves to Done, and with close the loop on, the customer who raised it is told in the place they asked. Your backlog stays current without anyone updating it by hand. Set up your statuses in Properties.

​
FAQs

Q: What’s the difference between feedback and a highlight?
A: A feedback item is the whole captured message. Highlights are the specific requests Lane picks out of it. They’re what group into Signals, and you’ll find them in Evidence. Q: Do I have to link feedback to a customer?
A: No, but it’s worth it. Feedback with a customer carries revenue and tier into Signals and Prioritization. Feedback that arrives with a customer’s email is linked automatically. Q: Can I import feedback in bulk?
A: Yes. Use CSV import, with customers linked by email. Q: What happens with duplicates?
A: Connected tools never bring in the same conversation or ticket twice. For anything else, delete the duplicate by hand. Q: Who can see feedback?
A: Everyone in the workspace, including Contributors, who can also add feedback of their own.