> ## Documentation Index
> Fetch the complete documentation index at: https://docs.buildbetter.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Importing Feedback & Text Data

> Analyze customer feedback from surveys, support tickets, and other text sources

BuildBetter isn't limited to just call recordings. Import and analyze text-based feedback from surveys, support tickets, chat conversations, and more to get a complete picture of your customer's voice across all channels.

## Understanding Text Data Sources

Text data complements your call recordings by capturing feedback from channels where customers communicate in writing:

<CardGroup cols={2}>
  <Card title="Survey Responses" icon="poll">
    NPS surveys, customer satisfaction forms, product feedback questionnaires
  </Card>

  <Card title="Support Tickets" icon="ticket">
    Help desk tickets, bug reports, feature requests from support systems
  </Card>

  <Card title="Chat Conversations" icon="comments">
    Live chat transcripts, support conversations, Slack discussions
  </Card>

  <Card title="Reviews & Feedback" icon="star">
    Product reviews, app store feedback, social media mentions
  </Card>
</CardGroup>

## Import Methods

### CSV Upload

The most flexible way to import any text data:

<Steps>
  <Step title="Prepare Your CSV">
    Structure your data with columns for:

    * **Feedback content** (required)
    * **Customer identifier** (email, name, or ID)
    * **Timestamp** (when feedback was provided)
    * **Metadata** (any additional context)
  </Step>

  <Step title="Upload File">
    1. Navigate to **Feedback** section
    2. Click **Upload CSV**
    3. Drag and drop or select your file
    4. Monitor upload progress
  </Step>

  <Step title="Field Classification">
    BuildBetter's AI automatically classifies your columns:

    * **Content**: The actual feedback text
    * **Identity**: Who provided the feedback
    * **Identifier**: Unique IDs or reference numbers
    * **Metadata**: Additional context fields
    * **Timestamp**: Date/time information
  </Step>

  <Step title="Processing">
    Once uploaded, BuildBetter:

    * Extracts signals from the text
    * Analyzes sentiment and severity
    * Identifies topics and themes
    * Links to existing people/companies
  </Step>
</Steps>

<Tip>
  CSV files can contain thousands of feedback entries. BuildBetter processes them in the background, so you can continue working while import completes.
</Tip>

### Platform Integrations

Connect your existing tools for automatic feedback import:

<Tabs>
  <Tab title="Support Platforms">
    **Zendesk**

    * Import support tickets automatically
    * Sync ticket fields and custom properties
    * Webhook-based real-time sync

    **Intercom**

    * Automatic conversation import
    * Customer identity mapping
    * Ticket and message sync

    **Kustomer**

    * Full conversation history import
    * Customer timeline integration
    * Webhook support
  </Tab>

  <Tab title="Communication & Forms">
    **Slack**

    * Import channel conversations
    * Internal feedback tracking
    * Team discussion analysis

    **Typeform**

    * Survey response import
    * Form submission sync
    * Real-time webhook updates
  </Tab>

  <Tab title="CRM & Development">
    **HubSpot**

    * Contact and company sync
    * Conversation import
    * Support ticket data

    **Salesforce**

    * Contact and account sync
    * Activity logging
    * Case data (via API)

    **GitHub**

    * Issue and PR sync
    * Discussion import
    * Repository linking
  </Tab>
</Tabs>

<Note>
  For integrations marked Alpha in the [Integrations section](/pages/Integrations/integrations-overview), contact [support@buildbetter.app](mailto:support@buildbetter.app) to request early access.
</Note>

## CSV Format Guidelines

### Required Structure

Your CSV should include at minimum:

* **A text column** containing the feedback
* **Headers** in the first row

### Recommended Columns

<Table>
  <TableHeader>
    <TableRow>
      <TableCell>Column Type</TableCell>
      <TableCell>Examples</TableCell>
      <TableCell>Purpose</TableCell>
    </TableRow>
  </TableHeader>

  <TableBody>
    <TableRow>
      <TableCell>**Feedback Content**</TableCell>
      <TableCell>comment, feedback, description, message</TableCell>
      <TableCell>The actual text to analyze</TableCell>
    </TableRow>

    <TableRow>
      <TableCell>**Customer Identity**</TableCell>
      <TableCell>email, customer\_name, user\_id</TableCell>
      <TableCell>Links feedback to people</TableCell>
    </TableRow>

    <TableRow>
      <TableCell>**Timestamp**</TableCell>
      <TableCell>date, created\_at, submitted\_on</TableCell>
      <TableCell>When feedback was given</TableCell>
    </TableRow>

    <TableRow>
      <TableCell>**Category**</TableCell>
      <TableCell>type, category, product\_area</TableCell>
      <TableCell>Pre-existing classifications</TableCell>
    </TableRow>

    <TableRow>
      <TableCell>**Metadata**</TableCell>
      <TableCell>score, rating, priority, tags</TableCell>
      <TableCell>Additional context</TableCell>
    </TableRow>
  </TableBody>
</Table>

### Example CSV Format

```csv theme={null}
email,feedback,date,category,nps_score
john@example.com,"The onboarding process was confusing",2024-01-15,onboarding,3
jane@company.com,"Love the new features!",2024-01-16,features,9
```

## Working with Imported Feedback

### Viewing Feedback Sources

Once imported, manage your feedback sources:

<AccordionGroup>
  <Accordion title="Source List" icon="list">
    * View all imported CSV files and connected platforms
    * See processing status (processing, imported, error)
    * Check record counts and import dates
    * Access or delete sources
  </Accordion>

  <Accordion title="Record View" icon="table">
    * Browse individual feedback entries
    * See original data with all columns
    * View extracted signals for each record
    * Filter and search within sources
  </Accordion>

  <Accordion title="Signal Integration" icon="lightbulb">
    * Feedback appears in Signals dashboard
    * Filter signals by "Feedback" data type
    * Combine with call recordings for complete view
    * Apply same analysis tools as recordings
  </Accordion>
</AccordionGroup>

### AI Processing

BuildBetter automatically extracts rich insights from text feedback:

**Extracted Properties**:

* **Sentiment**: Emotional tone from very negative to very positive
* **Severity**: Urgency or importance of the feedback
* **Topics**: Key themes discussed
* **Keywords**: Important terms mentioned
* **Type**: Classification (bug, feature request, complaint, etc.)
* **Emotions**: Detected emotional states
* **Business Impact**: Revenue, adoption, satisfaction implications

<Note>
  The same AI that analyzes your call recordings processes text feedback, ensuring consistent insight extraction across all data sources.
</Note>

## Best Practices

<Check>
  **Clean your data first**: Remove duplicates and fix formatting issues before importing
</Check>

<Check>
  **Include timestamps**: Date information helps track trends over time
</Check>

<Check>
  **Map to customers**: Include emails or IDs to link feedback to customer profiles
</Check>

<Check>
  **Use consistent categories**: Standardize category names across imports
</Check>

<Check>
  **Regular imports**: Set up automated imports for continuous feedback analysis
</Check>

## Common Use Cases

### Product Feedback Analysis

1. Export NPS survey responses to CSV
2. Import into BuildBetter
3. Analyze sentiment trends by feature area
4. Identify top feature requests
5. Track satisfaction over time

### Support Ticket Mining

1. Connect Zendesk or Intercom
2. Auto-import support conversations
3. Identify recurring issues
4. Track resolution sentiment
5. Generate bug priority reports

### Voice of Customer Programs

1. Aggregate feedback from multiple sources
2. Combine with call recording insights
3. Create comprehensive customer reports
4. Track feedback themes quarterly
5. Measure impact of changes

### Internal Feedback Loops

1. Import Slack conversations about customer issues
2. Analyze internal discussions
3. Identify process improvements
4. Track team sentiment
5. Align internal and external perspectives

## Integration Setup

### Connecting Platforms

<Steps>
  <Step title="Navigate to Settings">
    Go to Settings → Integrations
  </Step>

  <Step title="Select Platform">
    Choose your feedback platform (Zendesk, Intercom, etc.)
  </Step>

  <Step title="Authenticate">
    Follow OAuth flow or enter API credentials
  </Step>

  <Step title="Configure Import">
    * Select data types to import
    * Set historical import range
    * Map custom fields
    * Enable real-time sync
  </Step>
</Steps>

### Managing Integrations

* **View sync status**: Check last import time and record counts
* **Pause/resume**: Control data flow as needed
* **Update mappings**: Adjust field mappings over time
* **Remove connection**: Disconnect while preserving imported data

## Data Privacy

<Warning>
  **Important Privacy Considerations**:

  * Ensure you have permission to analyze customer feedback
  * Remove any PII before importing if required by policy
  * Imported data follows workspace privacy settings
  * Deleted sources remove the data permanently
  * Check compliance requirements for your industry
</Warning>

## Limitations

**Current Limitations**:

* CSV files must be under 100MB
* Maximum 100,000 records per import
* Text fields limited to 10,000 characters
* Some special characters may require escaping
* Real-time sync available for select platforms only

## Export and Analysis

Once imported, leverage BuildBetter's full analysis suite:

* Generate reports combining text and call data
* Export enriched signals to CSV
* Create documents from feedback themes
* Build workflows triggered by feedback patterns
* Share insights across your organization

<Info>
  Text data imports complement your call recordings, providing a 360-degree view of customer sentiment across all communication channels.
</Info>

Transform scattered feedback into actionable insights by bringing all your text-based customer communications into BuildBetter's unified analysis platform.