Step 0: Learn the foundations

Gain a basic understanding or the app's pillars: Folders, Views, Projects, and Docs

Basic Organization

Your workspace is your home in CustomerIQ where all feedback and documents live. Most organizations have one workspace that contains one or many teams. Teams contain one or many users.


When you send data to a folder we call this a submission. Folders use AI to extract key points from submissions called highlights.


As highlights are created they're automatically tagged with sentiment (Negative, positive, neutral) and category. Default categories are:

  • Feature request

  • Pain point

  • Preference

  • Billing issue

  • Bug

  • Competitor mention

  • Praise

  • Other notes

So, every new submission has highlights, which are categorized by the tags above. You can organize and synthesize all the highlights in your workspace in the highlights tab using views.

Highlight views

Highlights are organized by customizable views. Views help you create actionable insights from highlights and can filter, search, and organize highlights using AI.

Think of each view as a tool to answer a question like: "What are customers saying about X?" or "What are the top feature requests among enterprise customers?"

What data you see in view is controlled by the View's settings bar. In any view, you can toggle a number of settings including:

  • AI search: Think of AI search like a Google query for your feedback. We use advanced AI search algorithms to filter highlights in view by their semantic relevance to your search term (as opposed to a traditional keyword search). This means you can search topics like "Mentions [feature name]" and the View will return the most relevant highlights to that term.

  • Filters: As the name suggests, filters let you filter the highlights in view by many different parameters including:

    • Folder

    • Sentiment

    • Category

    • Account tag

    • Contact tag

    • View tags (you can filter by tags created by *other views* to create a drilldown view)

  • Group: You can group highlights in view by any tag, contact, account, or category. What you group the view by dictates what is visualized in charts.

  • Sort: Change the order of highlights within groups using sort. You can sort by date, alphabetical, contact, sentiment, and more.

Views have AI Capabilities

Views have 3 AI capabilities: Search, Discover, and Classify.

  • Search: Will filter all highlights in view by those most relevant to your query

  • Discover: Will automatically tag highlights in view with their common themes using AI.

  • Classify: Will automatically tag highlights in view by any pre-defined tags set in the view.

The main difference between Classify and Discover is that Discover will *create* new tags for new themes as they emerge whereas classify will only ever tag highlights by the tags defined in the view.


All views have charts. What appears in charts is dictated by how you set the "Group by" setting in the view settings bar.

Charts have settings of their own:

  • Value: Highlights, Submissions, Contacts, Accounts

  • Summary rules: How you want the value to be quantified

  • Chart type: Bar vs tree map


Projects help you organize key highlights by bodies of work or specific initatives. One huge advantage of projects in CustomerIQ is they are powered by AI. Our generative AI Assistant uses highlights attached to a project to help create documentation to bring customer experience improvements to market.

With projects and the AI assistant you can create:

  • PRDs

  • Release notes

  • Help documentation (like this article)

  • Sales decks

  • Competitive analysis

  • Research reports

Anything you can think of! Add highlights to projects and accelerate your work 10X.


Docs help you edit content and collaborate with AI. Docs are incredibly flexible and can be used for notes, reports, dashboards, and more.


Docs are made up of blocks which allow you to add text, images, charts, and views and format each however you'd like.

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