In B2B, not all feedback can be safely auto-categorized: a single verbatim from a key customer can shift your roadmap. Catch up is where you review what HAI proposes, quickly, in one place.
Prerequisites
Catch up is available from the Scale plan.
How it works
HAI reads your incoming feedback and suggests where each insight belongs. Catch up gathers all those suggestions, even when a piece of feedback has several, so you can decide without going through your inbox one item at a time.
Once you've decided on every suggestion in a piece of feedback, whether you accepted or rejected them, it's marked as processed for you. One action instead of two, and your inbox stays clean.
Catch up has two tabs because the two kinds of suggestions need different attention.
In existing discoveries
Suggestions linking feedback to a discovery you already have. Use this tab to clear known topics fast.
Discoveries with suggestions are listed on the left. Pick one to see its suggestions on the right, then, for each one:
Accept (✓): the feedback is linked to the discovery
Reject (✕): the suggestion is deleted
Link to another discovery (→): you pick a different destination
Need more context? Click the text of a suggestion to open the full feedback in a window, and decide from there.
New discoveries
Topics HAI identified that you don't have yet. This is the tab worth slowing down on: it's where emerging pain points show up before you'd have noticed them.
Each card is a proposed topic. Click one to open it on the right, then:
Create discovery: the topic becomes a new discovery, with its feedback linked
Add to discovery: if it actually belongs somewhere existing
Reject: the suggestion is deleted
Several cards about the same thing? Tick them, then click Create discovery from 2 to bring them together in one discovery.
HAI also checks these topics again every day. If a discovery that fits appears in the meantime, the suggestion moves to In existing discoveries on its own.
Work faster, together
Process in bulk
Above the suggestions of a discovery, Accept all, Reject all and Link all to another discovery act on everything at once. To pick only some of them, tick them one by one. A backlog that would take an afternoon clears in minutes.
Split the work across your team
Use the All inboxes menu to filter Catch up by Custom Inbox or Assigned to me, so each person reviews their own scope. Nothing falls through the cracks and nobody duplicates work.
Auto-imported feedback
On the Elite plan, Catch up also includes the feedback Harvestr imports on its own: with auto-import turned on for Intercom, Slack or Zendesk, and from your Modjo calls.
Related
Auto-categorize feedback with HAI: how the suggestions are generated
Route incoming feedback with Custom Inboxes: what you filter Catch up by