7. Channels Co-pilot

What are channels?

Channels automatically ingest user insights from external sources, such as sales calls from Gong, support conversations from Intercom, and turn them into discovery-ready feedback.

Usersnap processes the source data using AI to identify pain events, request ideas, and confirmations, use selected project templates to get structured feedback items continuously. By centralizing insights from multiple channels, teams can move from scattered data to clear opportunities.

How to connect channels to projects?

1. Make sure you have already added Channels integrations. For detailed instructions please refer to how to set up a channel.

2. Select a project template dedicated for data ingestion. In beta, only those projects can connect to channels.

   

3. In the project configuration, you can select your channels to connect in Target > Audience > Select channels to connect.

   

4. New feedback items will be created automatically once data (call transcripts, CS conversations, etc) comes in from a channel. AI analyzes the data and extracts insights based on the project template design to create feedback items.

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Integration limitations

Please note that currently each project can be connected with up to 10 Channels.

Use cases & templates

To help you turn customer conversations into structured discovery insights, there are pre-built templates specifically designed for data ingestion and optimized for AI-powered analysis.

Continuous product discovery

When data is ingested through Channels, the "Co-Pilot Product Discovery" template guide AI to identify and categorize insights into five categories:

Problem – The core user pain point or unmet need expressed.

Friction – Specific product usability issues, blockers, or workflow breakdowns.

Ideas – Suggested improvements, feature requests, or smart user behaviors.

Confirmation – Positive validation of existing functionality or value.

Interest – Signals of demand, urgency, or willingness to adopt a solution.

This structure ensures that raw qualitative data is transformed into consistent, discovery-ready outputs.

User research calls

When data is ingested through Channels, the "User Call Research Brief" template guide AI to identify and extract insights of these six evidence-led research components: problem, pain, user flow, goal, delight, decision.

What Channels can you connect with?

• Gong
• Google Meet (coming soon)
• Zoom (coming soon)
• Zendesk (coming soon)
• Intercom (coming soon)