Route sales calls and widget feedback into posts with Conversations

How to get there: Click Conversations in the left sidebar (only visible if your portal has the Conversations feature enabled).

The Conversations pipeline takes raw customer input (Fireflies / Gong transcripts you paste in, or feedback widget submissions) and turns each item into either a vote on an existing post or a brand-new post, automatically.

What it does

When you drop a transcript into Conversations, ProductLift:

  1. Extracts the individual pieces of feedback from the body (one Claude call per conversation).
  2. Deduplicates each extracted item against your existing posts using a FULLTEXT shortlist + a Claude rerank.
  3. Routes each item based on confidence:
    • High-confidence match → cast a vote on the existing post on the customer's behalf.
    • No match + clear request → create a new post, with the verbatim quote attached.
    • Low or medium confidence → park it in the inbox for you to confirm.

You get one email per processed conversation summarising what happened, with an Undo all link as the safety net.

When to paste vs use the widget

Use Paste for:

  • Fireflies / Gong sales-call transcripts.
  • Customer emails you want to capture.
  • Anything you would otherwise copy-paste into a post manually.

The feedback widget can also feed Conversations: when the customer ticks the consent box ("Help us prioritise this"), their submission flows through the same pipeline and gets matched / routed automatically. If they leave it unticked, their feedback is stored as a normal widget submission and is not routed.

Confidence thresholds

Pasted transcripts and widget submissions use slightly different thresholds because the volume and signal differ:

Source Vote threshold Create threshold
Paste, email 0.75 0.70
Widget 0.80 0.75

Anything below the vote threshold but above 0.5 lands in the inbox for review.

The inbox

Each conversation shows up in the Conversations list with a one-line result ("3 voted, 1 created, 1 to review"). Click in to see every extracted insight with its verbatim quote, the matched post (if any), the AI's reasoning, and either:

  • A green badge ("voted" / "created") if it was actioned automatically.
  • A small form to either pick an existing post to vote on, create a new post, or skip, if it needs review.

Undo

If the pipeline made a mistake, hit Undo all at the top of the conversation page. That:

  • Deletes every post created from this conversation.
  • Removes every vote cast from this conversation.
  • Marks every insight as undone so it won't be re-acted on.
  • For pasted transcripts, you control what gets pasted in. We assume the call participants are aware their words are being used to drive product decisions.
  • For widget submissions, the customer must explicitly tick the consent box. Without it, their feedback never enters the routing pipeline.