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BuildBetter extends beyond meetings to capture insights from all your customer conversations. Import support tickets, chat messages, and communication threads to build a complete picture of customer interactions across every touchpoint.

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Understanding Conversations

Conversations in BuildBetter represent any multi-message exchange between your team and customers:

Support Tickets

Help desk conversations from Intercom, Zendesk, Kustomer

Chat Messages

Team discussions from Slack, Microsoft Teams

Email Threads

Customer email exchanges via Front or Gmail

CRM Activities

Salesforce cases and HubSpot ticket conversations

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Importing Conversations

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Supported Platforms

  • Intercom
  • Slack
  • Zendesk
  • Kustomer
What’s Imported:
  • Customer conversations
  • Internal notes
  • Tags and attributes
  • Customer data
  • Response times
Setup Process:
  1. Connect via OAuth in Settings > Integrations
  2. Select conversation types to import
  3. Configure sync frequency
  4. Map custom attributes
Conversations are imported with full context, including participant information, timestamps, and platform-specific metadata.

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Viewing Conversations

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Conversations List

Navigate to the Conversations section to see all imported exchanges: List Features:
  • Chronological ordering
  • Platform filtering
  • Participant search
  • Quick preview
  • Bulk actions
Conversation Cards Show:
  • Platform indicator
  • Participant avatars
  • Message preview
  • Latest activity
  • Signal count

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Conversation Details

Click any conversation to view the full exchange:
Full Thread View:
  • Complete message history
  • Participant information
  • Timestamps and context
  • Rich media attachments
  • Platform-specific features
Message Display:
  • Chronological order
  • Author attribution
  • Read receipts (where available)
  • Inline reactions
Extracted Insights:
  • Customer sentiment
  • Feature requests
  • Issues and complaints
  • Action items
  • Key topics
Signal Features:
  • Link to source message
  • Severity indicators
  • Type classification
  • Export options
People Information:
  • Contact details
  • Company association
  • Previous interactions
  • Related conversations
Quick Actions:
  • View person profile
  • See all conversations
  • Add to collection
  • Export data

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Working with Conversation Data

Find specific conversations using powerful filters:
1

Platform Filter

Select specific platforms:
  • Intercom only
  • Slack conversations
  • Support tickets
  • All platforms
2

Date Range

Focus on time periods:
  • Today
  • This week
  • Last 30 days
  • Custom range
3

Participant Filter

Find by people involved:
  • Customer name
  • Team member
  • Company
  • Email domain
4

Content Search

Search message content:
  • Keywords
  • Phrases
  • Signal types
  • Topics

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Signal Extraction

BuildBetter automatically extracts signals from conversations: Common Signal Types:
  • 🔴 Issues: Problems, bugs, complaints
  • 💡 Feature Requests: Ideas, suggestions, wishlist
  • ❓ Questions: Support queries, clarifications
  • ✅ Action Items: Commitments, follow-ups
  • 💰 Commercial: Pricing, upgrades, renewals
  • 😊 Sentiment: Satisfaction, frustration, praise
Signals from conversations are integrated with meeting signals, providing a complete view of customer feedback across all touchpoints.

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Collections and Organization

Organize conversations for analysis: Use Cases:
  • Product feedback collection
  • Support issue tracking
  • Customer success monitoring
  • Feature request aggregation
  • Churn risk identification
Organization Methods:
  1. Create topic-based collections
  2. Group by customer segment
  3. Organize by time period
  4. Filter by signal type

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AI Analysis

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Conversation Insights

The AI assistant can analyze conversations to provide: Summary Generation:
  • Thread overview
  • Key points discussed
  • Action items identified
  • Sentiment analysis
  • Resolution status
Pattern Recognition:
  • Common issues
  • Trending topics
  • Customer pain points
  • Feature demand
  • Support quality metrics

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Cross-Channel Analysis

Combine conversation data with meetings:
Track customer journey across all touchpoints
Identify patterns between support and sales interactions
Measure topic consistency across channels
Generate comprehensive customer reports

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Integration Workflows

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Support Ticket Workflow

1

Import Tickets

Automatically sync support conversations
2

Extract Signals

AI identifies issues and requests
3

Create Tasks

Generate action items in project tools
4

Track Resolution

Monitor follow-through and outcomes

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Product Feedback Loop

  1. Collect: Import from all communication channels
  2. Analyze: AI groups similar feedback
  3. Prioritize: Use signal severity and frequency
  4. Action: Create product tickets
  5. Communicate: Update customers on progress

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Best Practices

Privacy First: Only import conversations with appropriate permissions
Regular Sync: Set up automated imports for real-time insights
Tag Consistently: Use platform tags to enhance signal extraction
Cross-Reference: Link conversations to related meetings and contacts
Act on Insights: Create workflows to address identified issues

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Use Cases

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Customer Success

  • Monitor account health through support interactions
  • Identify expansion opportunities in conversations
  • Track feature adoption discussions
  • Prevent churn with early warning signals

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Product Management

  • Aggregate feature requests across channels
  • Understand user pain points
  • Validate roadmap priorities
  • Track feature impact post-launch

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Support Operations

  • Measure response quality
  • Identify training needs
  • Track issue resolution
  • Optimize support workflows

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Sales Intelligence

  • Understand prospect concerns
  • Track competitive mentions
  • Identify decision criteria
  • Monitor deal progression

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Limitations

Current Limitations:
  • Historical import limits vary by platform
  • Some platforms require API access
  • Real-time sync depends on platform capabilities
  • Message formatting may vary
Workarounds:
  • Use CSV import for unsupported platforms
  • Set up webhook integrations
  • Export data for bulk analysis
  • Use API for custom imports

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Tips for Success

Start with your highest-volume communication channel to quickly build valuable insights
Create saved filters for common conversation types like “Feature Requests” or “Bug Reports”
Use the AI assistant to summarize long conversation threads before meetings
Set up alerts for high-severity signals from VIP customers
Conversations in BuildBetter transform your support and communication channels into valuable insight streams, ensuring no customer feedback is lost and every interaction contributes to better products and experiences.