Spark can turn the customer feedback it surfaces during analysis into insights linked to any level of your product hierarchy — products, components, features, or subfeatures. You link evidence to the right entity while you're still in the analysis, without leaving the conversation.
This article explains where you can link feedback from, how to review the results, and what Spark can't do yet.
In this article:
- How feedback linking works
- Linking feedback with Spark
- Reviewing linked feedback
- Limitations
- See also
How feedback linking works
When Spark analyzes your feedback, it works from AI Insights: key customer quotes that Spark extracts from each feedback item. Spark cites these quotes in its responses so you can trace every claim back to its source.
When you ask Spark to link cited feedback to an entity, it creates an insight between the feedback and that entity. These insights work the same way as insights you create manually, and they count toward the entity's Customer Importance Score.
Note: An AI Insight is a suggested quote. An insight is a link between feedback and an entity in your hierarchy. See Link feedback to feature ideas via insights for more on the difference.
You can link feedback from four places:
- Citations in a Spark chat.
- Citation chips in a Spark document.
- Citation chips in an entity's Specification tab.
- A finding or opportunity, which links all of its feedback at once.
Linking feedback with Spark
In each case, you tell Spark which entity to link the feedback to. Name the product, component, feature, or subfeature in your prompt, or @-mention it for precision.
Linking cited feedback from a chat
- In a Spark chat, run a feedback analysis. Spark's response includes citations to the underlying feedback.
- Ask Spark to link some or all of the cited feedback to an entity.
Example: "Link the feedback you cited about export timeouts to the Bulk export feature."
Linking cited feedback from a document or specification
Documents and specifications that Spark writes include citation chips that point to the feedback behind each claim. To link that feedback:
- Open the document, or open the entity and click its Specification tab.
- Ask Spark to link the cited feedback to an entity.
Example: "Link the feedback cited in the Problem section to the Reporting component."
Linking all feedback behind a finding or opportunity
Findings and opportunities group feedback around a shared customer problem. Instead of linking each quote individually, you can link all of it in one go.
- Start a Spark chat with the finding or opportunity in context. You can @-mention it, or select Explore with Spark from an opportunity's sidebar.
- Ask Spark to link the feedback behind it to an entity.
Example: "Link all the feedback behind this opportunity to the Onboarding checklist feature."
See Spark: Findings and opportunities for more on how findings and opportunities are generated.
Reviewing linked feedback
Feedback that Spark links appears in the entity's Insights tab under Direct insights, alongside insights you link manually. From there, you can jump to the source feedback, add a link to another entity, or unlink an insight.
See Review an item's insights for details.
Limitations
- Only surfaced feedback: Spark links only the feedback it cites in a chat, document, or specification, or the feedback behind a finding or opportunity. It can't link feedback that doesn't appear in its analysis.
- No link management: Spark can't move, re-link, or unlink existing insights. Manage these from the entity's Insights tab.
- No entity-to-entity linking: Spark can't move existing insights from one entity to another. To do this manually, see Re-link insights from one feature to another.