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Dovetail

ANALYTICS
Velocity6.3

Customer insights platform for analyzing research, feedback, and user interviews

dovetail.com ↗

Channels stops labelling themes and starts tracking owned, priced-up ideas.

customer-feedbackproduct-opsintegrationscrm-enrichmentagentsroadmap
◆Current state
Channels 2.0 opened to every Channels customer on 1 September after a closed beta since July, and this is the first post to say what it actually contains. Feedback surfaces as concrete ideas rather than broad theme labels, each carrying commercial context pulled automatically from Salesforce or HubSpot — ARR, plan tier, segment, and the accounts and quotes behind it — plus an owner, a priority, a status and a trend sparkline. Ideas route in one click to Jira, Linear, Claude, Claude Code, Figma or ChatGPT with context attached, and a resolved idea can send a personalised notification back to everyone who raised it. Legacy channels keep working unchanged.
◆Where it's heading
Dovetail has spent the year moving from a place research is stored to a place decisions get made, and this is the furthest step. Agents went GA in July as the always-on layer over customer data; Channels 2.0 now gives that layer a workflow — ownership, priority, state and a way out to the tools where the work happens. Adding ARR and plan tier to a feedback item is the tell: this is aimed at the roadmap argument, not the research readout.
◆Prediction
Close-the-loop notifications and one-click routing both assume ideas have a lifecycle, so the missing piece is what happens after the handoff — status flowing back from Jira or Linear onto the idea. The post does not mention it.

◆Recent moves

  1. 15d ago

    Channels 2.0 is now in open beta

    ⚡ SPARK

    The closed beta in July announced Channels 2.0 with the same lede and no feature detail; this post is where the capability set arrives and becomes available to everyone. It moves Channels from summarising feedback into managing it.

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  2. 28d ago

    New cover images for easier browsing

    Cover images arrive to make browsing easier. Presentation work on the library surface while the substantive change was happening in Channels.

    View source ↗
  3. 1mo ago

    Chat and AI Agents reliability improvements

    Reliability work on chat and the AI agents that went GA in July — the layer Channels 2.0 now sits on top of.

    View source ↗
  4. 1mo ago

    Share a direct link to chat with your digital twin

    A direct shareable link to chat with a digital twin, extending the agent surface to people who do not open Dovetail themselves.

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  5. 1mo ago

    A simpler chat footer

    A simpler chat footer. Interface tidying on the agent surface.

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  6. 1mo ago

    One click actions

    One-click actions put a single menu behind sending any Doc, data point, or Channels idea to the tool where the work happens, with context preserved. This is the outward-facing counterpart to August's inward polish — research leaving Dovetail without being retyped.

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