Channel Setup Recommendations
Channel Philosophy
The more channels you connect, the more complete your customer intelligence becomes. Each channel is a lens into a different customer segment or touchpoint. Missing a channel means you have a blind spot.
If customers talk about your product somewhere, connect it as a channel. Every unconnected source is invisible intelligence.
Channel Priority Rankings
| Channel | Signal Quality | Setup Effort | Recommended For |
|---|---|---|---|
| Feedback Widget | 🟢 Highest | 5 min | Everyone with a web app |
| Email Mapping | 🟢 High | 10 min | Everyone with support emails |
| Slack Integration | 🟢 Highest | 15 min | Teams active on Slack |
| REST API | 🟢 Highest | 30 min | Teams with CRM/support tools |
| App Store Reviews | 🟡 Medium | 5 min | Mobile apps (iOS/Android) |
| Public Portal | 🟡 Medium | 5 min | B2B SaaS with engaged users |
| Web Form | 🟡 Medium | 5 min | Products without in-app widget |
| Web Scraper | 🟠 Variable | 15 min | Monitoring review sites/forums |
Recommended Setup by Company Stage
Early Stage (Pre-PMF)
Widget + Email
Embed the widget in your app and forward support emails. Two channels, 15 minutes total setup. This captures the most valuable early-stage signals: direct user feedback and support conversations.
Growth Stage
Widget + Email + Slack + API
Add Slack to seamlessly capture feedback from internal team conversations. Add the REST API to pipe from your customer success tool (Intercom, Zendesk). Enable the Public Portal for passive feature voting. Consider App Store channels if you have a mobile app.
Scale Stage
All Applicable Channels
Connect everything: Widget, Email, REST API, App Stores, Web Scraper, and Portal. At scale, even low-signal sources contribute to pattern detection through volume.
Weight Configuration Guide
Each channel has a weight setting (Low / Medium / High) that influences how much signals from that channel impact AI Priority Scores. Here's what we recommend:
| Weight | When to Use | Example Channels |
|---|---|---|
| High | Direct, high-intent user feedback | Widget (users actively took action to share), REST API (from support tickets), Slack (curated team feedback) |
| Medium | Good quality but less targeted | Email, App Store reviews, Web Form |
| Low | Broad/indirect signals | Web Scraper (forum posts), Public Portal (voting) |
Weight signals by user intent. A user who clicks your in-app widget to share feedback has higher intent than someone leaving a review on a third-party site. The weight should reflect this.
Anti-Patterns to Avoid
- Don't set all channels to High weight — It dilutes the differentiation. Use High only for your highest-signal sources.
- Don't connect channels you'll never triage — A high-volume scraper channel with no one linking signals to features just adds noise.
- Don't forget the Widget — It's the highest-quality feedback source for web apps and takes 5 minutes to embed. No excuse not to use it.
- Don't rely on one channel alone — Single-channel intelligence creates bias. App Store reviews skew toward extremes (love/hate). Email skews toward problems. Use multiple channels for balanced intelligence.