# Accounts CSV Upload Source: https://docs.monterey.ai/accounts-csv-upload How to import and update contact accounts via CSV upload ### Navigation Access at: [https://insights.reforge.com/w/default/feedback/contacts/accounts](https://insights.reforge.com/w/default/feedback/contacts/accounts) Or follow these steps: 1. Log into your Reforge Insights dashboard 2. Navigate to **Contacts** -> **Accounts tab** 3. Click the "+ Account" button in the top right corner You must have the appropriate permissions to access the accounts import feature. Contact your workspace administrator if you cannot access this section. ## CSV Format Your CSV file should contain the following columns: * `name` - The account/company name * `domain` - The company's domain (e.g., "example.com") * `contractValue` - The account's contract value (numeric) * **Additional columns** - Any other columns will be stored as metadata on the account ### Example CSV ```csv theme={null} name,domain,contractValue,industry,employees Acme Corp,acme.com,50000,Manufacturing,1000 TechStart,techstart.io,25000,Technology,50 ``` ## How Accounts Are Matched When importing accounts, the system attempts to match each row with existing accounts using the following logic: 1. **First**, looks for an existing account with matching `domain` in your workspace. 2. If no match by domain, looks for an existing account with matching `name` in your workspace. 3. If a match is found: * Updates the account with new data while preserving existing data. * Merges any new metadata fields with existing metadata. 4. If no match is found and either `name` or `domain` is provided: * Creates a new account with the provided data. ## Required Fields You must provide at least one of: * `name` * `domain` Rows missing both fields are invalid and will be skipped during import. ## Data Validation * `name` and `domain` are validated as strings. * `contractValue` is converted to a number if valid, otherwise ignored. * All other columns are stored as metadata on the account. ## Best Practices 1. **Include domain when possible** - this provides the most reliable account matching. 2. **Use consistent naming** - accounts are matched exactly on name. 3. **Include any additional fields you want to track as metadata columns.** 4. **Review your CSV data before upload to ensure accuracy.** ## What Happens During Import 1. **System validates all rows in your CSV.** 2. For each valid row: * Attempts to match existing accounts. * Updates matched accounts or creates new ones. * Preserves existing data while adding new data. ## Supported File Types The account import accepts the `.csv` and `.xlsx` files # Notifications Source: https://docs.monterey.ai/alert ## Receiving Notifications from Reforge Insights Ensure you never miss critical feedback. By configuring custom notifications, you'll be instantly notified via email whenever feedback aligns with your specified criteria. ### **Steps to Set Up a Notification** * **Keyword/Description**: Define the essence of feedback you're targeting. For example, you might set it to "complaints on user experience of subscriptions". * **Volume Threshold**: Determine how many instances of feedback (snippets) must occur before triggering a notification. * **Time Window**: Set the frequency at which you want to assess the volume threshold, such as "per day". * **Recipient Emails**: Specify the email addresses that should receive these notifications. You can list multiple emails, one per line. * **Activate**: Once all parameters are set, create your notification. # Identify an account Source: https://docs.monterey.ai/api-reference/accounts/identify-accounts post /accounts/identify # Identify a contact Source: https://docs.monterey.ai/api-reference/contacts/identify-contacts post /contacts/identify # Delete contact data Source: https://docs.monterey.ai/api-reference/contacts/purge post /contacts/purge Permanently deletes a contact and all associated data. # Submit a conversation Source: https://docs.monterey.ai/api-reference/conversations/create-a-conversation post /conversations Submits conversation data to the system for processing. This can be content like a call transcript, email thread, or chat conversation. # Create a new Feedback Record Source: https://docs.monterey.ai/api-reference/feedback/create-a-feedback-record post /feedbacks # Chrome extension Source: https://docs.monterey.ai/chrome-extension Install the Monterey AI Chrome extension to capture customer feedback from any web app or web page ![chromeExtension](https://monterey-documentation-gifs.s3.us-east-2.amazonaws.com/extention.gif) Install the Monterey AI Chrome extension to capture customer feedback from any web app or web page **[Install Chrome extension](/chrome-extension#install-chrome-extension)** Install the Chrome extension from the **[store](https://chrome.google.com/webstore/detail/monterey-ai/faoofmdmlogpijhcobkhilajiphlbnpl)**. **[Usage](/chrome-extension#usage)** Monterey’s Chrome Extension allows your team to tag customer feedback right from any app with a single highlight and click. # Contacts Source: https://docs.monterey.ai/contacts Manage customer contacts in one place ## Usage Reforge Insights will group all users who provided feedback together on the "Customers" page. You can find the user's name, email, user ID, and all of their feedback in one place. To locate a specific customer, you can use the search filter by name. ## Cohorts You can create customized customer [cohorts](https://insights.reforge.com/w/default/feedback/contacts) and assign attributes to them in order to better organize your customers. Analyze feedback by cohorts, or send surveys to a targeted audience. # Contacts CSV Upload Source: https://docs.monterey.ai/contacts-csv-upload How to import and update contacts via CSV upload ### Navigation Access at: [https://insights.reforge.com/w/default/feedback/contacts](https://insights.reforge.com/w/default/feedback/contacts) Or follow these steps: 1. Log into the Reforge Insights dashboard 2. Navigate to **Contacts** 3. Click the "+ Contact" button in the top right corner You must have the appropriate permissions to access the contacts import feature. Contact your workspace administrator if you cannot access this section. ## CSV Format Your CSV file should contain the following columns: * `contactName` - The contact's full name * `contactEmail` - The contact's email address * `contactAccountName` - The associated account/company name * `contactAccountDomain` - Associated company's domain (e.g., "example.com") * `contactSourceId` - External identifier for the contact * `contractValue` - Associated contract value (numeric) * **`Account {X}`/`account_{X}` prefix** - Columns with `Account {X}` or `account_{X}` prefix will be stored as metadata on the associated account * **Additional columns** - Any other columns will be stored as metadata ### Example CSV ```csv theme={null} contactSourceId,contactName,contactEmail,contactAccountName,contactAccountDomain,contractValue,title,department,account_industry,account_employees CONTACT-001,John Smith,john.smith@acme.com,Acme Corporation,acme.com,100000,VP Sales,Sales,Manufacturing,1000 CONTACT-002,Sarah Jones,sarah.j@acme.com,Acme Corporation,acme.com,100000,Director,Sales,Manufacturing,1000 CONTACT-003,Mike Johnson,mike@techstart.io,TechStart,techstart.io,25000,Engineer,Engineering,Technology,50 ``` ## How Contacts Are Matched ### Contact Matching Logic * **If `contactSourceId` is provided**: * Matches against existing contact with the same source ID * **Otherwise**, attempts to match on: * Contact email address * Contact name ### Account Association For each contact: * Attempts to match existing account by domain * If no domain match, tries matching by account name * Creates new account if no matches found and account info provided ## Required Fields You must provide at least one of: * `contactEmail` * `contactSourceId` Rows missing both fields are invalid and will be skipped during import. ## Best Practices 1. **Include source IDs if available for precise matching.** 2. **Provide account domains for accurate account association.** 3. **Use consistent naming for accounts** 4. **Include any additional fields you want to track as metadata columns.** 5. **Review your CSV data before upload to ensure accuracy.** ## What Happens During Import 1. **System validates all rows in your CSV.** 2. For each valid row: * Checks for valid contact name or email * Attempts to match existing contacts by source ID or email * Links or creates associated account by domain/name * Updates matched records or creates new ones * Preserves existing data while adding new data ## Supported File Types The account import accepts the `.csv` and `.xlsx` files # Custom Reports Source: https://docs.monterey.ai/custom-reports In-depth analysis fully customizable to align with your objectives Take a deeper dive into the insights provided by Ask Monty or Themes. This feature is designed to give you the flexibility to explore the insights that matter most to your team, with a focus on customization and collaboration. custom-reports ## Features ### Chart Builder Visualize your data with our intuitive Chart Builder. Choose from various chart types and customize them to highlight the insights that are most relevant to your analysis. chart-builder ### Shareable with Team Start by creating personal reports and, when ready, share them with your team. This feature allows for easy collaboration, enabling you to refine your reports with team input before distributing them. share-with-team ### Data Snapshot Custom Reports allow you to capture data at a specific point in time, making them perfect for generating reports that focus on a defined period. This feature ensures that your analysis remains consistent and accurate, as the data remains static unless you choose to refresh ## Creating a Custom Report ### From Ask Monty After running your query in Ask Monty, click the "Turn into Custom Report" button. chat-turn-into-report ### From Themes Navigate to an individual Theme and click the "Create Custom Report" button. themes-create-report # Notifications Source: https://docs.monterey.ai/email-notifications Keep up with critical insights, delivered directly to your inbox Stay informed with email notifications that keep you updated on the latest feedback trends and anomalies. Customize your notification preferences to ensure you receive the insights that matter most to you. ## Notification Types ### New Feedback Themes Get notified when new themes emerge from your feedback. For more details on themes, see our [Themes documentation](/themes). new-feedback-themes.png ### Anomalies Detected Receive alerts when anomalies are detected within existing themes. Reforge Insights AI highlights unexpected patterns, helping your team respond to emerging issues before they escalate. ## **Managing Preferences** Navigate to the [email setting page](https://insights.reforge.com/w/default/settings/emails/) to customize the types of emails you receive. These email settings are configured on a per-workspace basis. If you are a member of multiple workspaces, you will need to adjust your preferences for each workspace individually. manage-preferences.png # Weekly Report Get a comprehensive summary of your workspace activity delivered straight to your inbox every week. ## Weekly Overview Get to know this week’s feedback highlight ### Ask About your Feedback An interactive search box designed for you to make direct inquiries about your week's feedback. Type your question, e.g., "What's the most common feedback this week?" or "How has feedback on our new feature changed since Monday?" and get instant insight. ### Weekly Data Snapshot Dive into the numbers that matter. In this section, you'll find a breakdown of the week's feedback metrics, including: **New Snippets**: A count of fresh feedback received this week. **New Snippets Over Prior Week**: See the week-on-week change in snippets. **Total Snippets**: A cumulative total of all snippets collected. ### Feature Requests and Bug Reports Dive deeper into the specifics with a curated list of the most impactful feedback: **Top 5 Feature Requests**: Identify the most sought-after features, along with their proportion of the total feature requests. **Top Bug Reports**: Highlight the most frequently reported issues, ensuring they're on your radar. ### Get Weekly Report Email Always be in the know, even without logging in. Weekly Report ensures you're up-to-date with a comprehensive summary of your workspace activity delivered straight to your inbox every Monday. **Unified Awareness**: Once enabled, all members of your workspace receive these insightful updates. **Deep Dive Insights**: Workspaces that have run a Structured Report benefit from an enriched, detailed analysis in their weekly digest. Go to **Settings → Workspace → Weekly Report** to enable weekly report # Export Source: https://docs.monterey.ai/export Set up your feedback infrastructure ## Export Feedback to CSV Export feedback to take your data wherever you need ### What's Included in the CSV * **Feedback ID**: Unique identifier for each piece of feedback. * **Source**: Where the feedback originated from. * **Date**: When the feedback was received. * **Snippet ID**: Distinct identifier for the associated snippet. * **Content**: The actual feedback content. * **Customer Details**: Name and either their email or unique ID for reference. * **Category**: Classification of the feedback type. * **Projects**: Related projects or products tied to the feedback. * **Status**: Current status of the feedback (e.g., pending, resolved). Simply initiate the export, and within moments, receive a comprehensive CSV file capturing every detail of your gathered feedback, making data accessibility and analysis even more flexible. # Feedback CSV Upload Source: https://docs.monterey.ai/feedback-csv-upload Upload feedback from a CSV file Reforge Insights understands the diverse sources from which you may be collecting feedback. That's why we offer a seamless integration with Flatfile to simplify the process of importing feedback from spreadsheets directly into Reforge Insights. overview **To upload feedback from a CSV file:** ## Example CSV ```csv theme={null} title,description,createdAt,updatedAt,source,sourceId,sourceUrl,rating,customerName,customerEmail,customerCompanyName,customerCompanyDomain,contractValue,tags,customFieldOne,customFieldTwo,customFieldThree "What I would like","I would like to see better reporting tools","2023-01-15","2023-01-15","SURVEY","abc123","https://survey.example.com/response/abc123",85,"John Doe","john@example.com","Acme Inc","acme.com",50000,"feedback;important","customFieldOneValue","customFieldTwoValue","customFieldThreeValue" "Dashboard broken","The dashboard is not loading correctly","2023-01-16","2023-01-16","SURVEY","def456","https://survey.example.com/response/def456",70,"Jane Smith","jane@company.org","Company LLC","company.org",75000,"bug;urgent","customFieldOneValue","customFieldTwoValue","customFieldThreeValue" ``` ## Supported Fields Our CSV import supports a wide range of fields to help you organize and analyze your feedback effectively: If a column has the header **Data Source** and contains values like the CSV name (e.g., June Study), that survey name will appear as a navigation item under **Snippets**. ### Essential Fields * **Description** (required): The main feedback content * **Unique ID**: A unique identifier for each feedback entry (rows with duplicate IDs will be overwritten by the most recent) ### Contact Information * **Contact Name**: Name of the person providing feedback * **Contact Email**: Email address or unique identifier for the contact * **Contact Unique ID**: The ID of the contact in your source system * **Contact Account Name**: The company or account the contact belongs to * **Contact Account Domain**: The domain (e.g., 'example.com') of the account * **Contract Value**: The monetary value associated with the account ### Feedback Data * **Rating**: Numerical rating of the feedback (0-100) * **Created At**: When the feedback was originally collected * **Updated At**: When the feedback was last modified * **Source URL**: Link to the original feedback source * **Tags**: Semicolon-separated list of tags (e.g., 'feature request;bug;pricing') ### Custom Fields If your CSV contains additional columns not listed above, you can still import them! During the mapping process, select "Add as new field" to create custom metadata fields that will be attached to your feedback entries. # Search Source: https://docs.monterey.ai/feedback-search Use Reforge Insights to search for feedback and customers ### Filter, Search & Display * **Filtering**: Streamline your view by applying filters such as creation time, category, priority, and more. You can even get granular with metadata filters like URL or username. * **Search**: Not sure which filter to apply? Use the search bar in the navigation panel on the left, or press `control-k` (or `command-k` on Mac), then enter the keyword you are looking for. Matching feedback will appear, or you can directly Ask Monty this way, too. * **Display Preferences**: Personalize your view by adjusting the columns displayed. Choose from options like source, content, customer, category, projects, and created date. # In-app research Source: https://docs.monterey.ai/in-app-research Run surveys and interviews from your website or app in-app research ## Set up in-app research To set up your in-app research widget, go to [In-app research settings](https://insights.reforge.com/w/default/settings/in-app-research) Copy the widget script and add it to your page. Pass your current user's info in the `user` object in the `init` call. If you do not have a current user, you should pass a stable anonymous ID. ## Show research opportunities When you want to show a research opportunity to a user, call the appropriate method: * `ReforgeResearch("any.show")` - Show any available research opportunity * `ReforgeResearch("surveys.show", {token: "SHARE_TOKEN"})` - Show a specific survey * `ReforgeResearch("interviews.show", {token: "SHARE_TOKEN"})` - Show a specific interview You can get the share token for a survey or interview from its individual settings tab. ## Targeting The widget supports targeting rules to control who sees your surveys and interviews. You can target users based on: * **Browser properties:** URL, page title, referrer, user agent, language, timezone * **User properties:** ID, email, and custom attributes you pass during initialization * **Time & date properties:** timestamp, time of day, day of week * **Contact properties:** Custom attributes from your CRM or user database For the full targeting documentation including display approaches (automatic polling, custom UI, one-time checks), available operators, and common use cases, see the [In-app research targeting settings](https://insights.reforge.com/w/default/settings/in-app-research?tab=targeting). ## Notes **Availability rules:** Available research opportunities are determined by the widget at first available research opportunity that is: * Active (launched/live) * Not already answered by the user * Not dismissed by the user within the last 30 days For testing purposes, you can pass `{ force: true }` when showing any research opportunity to bypass availability rules. Example: `ReforgeResearch("interviews.show", { token: "SHARE_TOKEN", force: true })` **Lazy loading:** The widget uses a minimal initial bundle and lazy-loads survey or interview components on demand, keeping your page load times fast. # App Store Source: https://docs.monterey.ai/integrations/apple Ingest app reviews for analysis ### Set up You can navigate directly to [**integration setting page**](https://insights.reforge.com/w/default/settings/integrations/app-store-reviews) for Apple Play reviews, or follow the instructions below. You can click "+ Add more" and select more apps to monitor, for cases when you publish to multiple countries or have multiple separate apps. ### Data Collected After connecting an app, we will start by ingesting the most recent 500 reviews. After that, we will fetch all new reviews on an ongoing basis. This happens nightly. The attributes we collect from reviews are the following: * Metadata (ID, app ID, dates) * Title * Description * Rating * Username ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Review | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # App Reviews integrations Source: https://docs.monterey.ai/integrations/apps Connect your mobile app review stream to Reforge Insights Connect App Store and Google Play store reviews to Reforge Insights. Find links to the documentation for each tool below, or [let us know](mailto:Chun.Jiang@reforge.com?subject=Integration+Request\&body=Tell+us+more+about+the+integration+you+need) if you need to connect a tool not listed there. Connect Google Play store reviews to Reforge Insights. Connect App Store reviews to Reforge Insights. # Asana Source: https://docs.monterey.ai/integrations/asana Create Asana tasks from customer feedback or themes ### Overview Send feedback directly into Asana as tasks so your team can track, triage, and take action—all without copy-pasting between tools. ### Set up Go to the integration settings page and select the Asana integration. Follow the guidelines to connect your Asana account. Only admins of your workspace can set up Asana integration. # Chorus AI Source: https://docs.monterey.ai/integrations/chorus Ingest Chorus AI Call Transcripts ### Overview Chorus.ai is a conversation intelligence platform that records, transcribes, and analyzes sales and customer success calls. Connecting Reforge Insights with Chorus allows you to leverage your call transcript data for deeper customer insights and analysis within the Reforge platform. ### Requirements * You will require a Chorus account with access to API key generation features. * You may need admin permissions within your Chorus account to generate an API key. ### Get Started First, you will need to generate an API key in Chorus.ai. Now that you have an API key, you can find the Chorus integration in Reforge Insights at [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/chorus). Note that the link will take you to the first workspace you have access to, so you may need to change it using the Workspace selector at the top left of the screen. ### Data Collected Once Reforge Insights and Chorus are connected successfully, new call transcripts will be pulled in periodically. The integration fetches data from the Chorus Engagements API, applying the following filters: * **Type:** Only includes engagements where `type` is `meeting`. * **No-Shows:** Excludes meetings marked as `no_show` is `false`. * **Duration:** Only includes meetings with a `duration` greater than 0. * **Processing State:** Only includes meetings where the `processing_state` is marked as `done`, ensuring the transcript is available. * **Utterances:** Only includes meetings that have associated transcript utterances (`recording.utterances.length > 0`). The following data attributes are loaded from Chorus and utilized in Reforge Insights for analysis: **Meeting (Engagement)** * Engagement ID (`engagement_id`) * Subject (`subject`) * Associated Account (`account`) - *Used to link Account data* * Associated Participants (`participants`) - *Used to link Contact data* * Meeting Date/Time (`date_time`) * *Filtered fields (Type, No Show, Duration, Processing State) are used for ingestion logic but not directly stored as distinct attributes.* **Account** * Account ID (`id`) * Name (`name`) * Domain (Derived from participant email matching the account name) * Raw Data: * External ID (`ext_id`) * ZoomInfo Company ID (`zi_company_id`) **Contact (Participant)** * Person ID (`person_id`) * Name (`name`) * Email (`email`) * Associated Account ID (if participant's company matches the meeting's account) * Raw Data: * ZoomInfo Person ID (`zi_person_id`) * Title (`title`) **Transcript Utterance (Snippet)** * Utterance ID (`id`) * Transcript Text (potential `snippet`) * Timestamp (`date_time`) * Speaker ID (`speaker_id`) - *Used to link to the Contact* * Context Only Flag (Set to `true` if `speaker_type` is not `customer`) * Raw Data: * Engaging Flag (`engaging`) * Expired Flag (`expired`) * Snippet Length (`snippet_length`) * Snippet Time (`snippet_time`) * Snippet Word Count (`snippet_word_count`) * Speaker Type (`speaker_type`) ### Pricing Volume Impact | Entity Type | Volume Impact | | :-------------- | :-----------: | | Call Transcript | **10x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # CRM integrations Source: https://docs.monterey.ai/integrations/crm Connect your CRM to Reforge Insights Connect your team's CRM tools to Reforge Insights to find insights among your sales notes and attribute financial impact to the feedback you receive. Find the documentation for each tool on the left, or [let us know](mailto:support@monterey.ai?subject=Integration+Request\&body=Tell+us+more+about+the+integration+you+need) if you need to connect a tool not listed there. # Data Warehouse Source: https://docs.monterey.ai/integrations/data-warehouse Ingest targeted data from Snowflake, BigQuery and other data warehouses to Reforge Insights for consolidation and analysis. # Supported Warehouses ## Secure Data Sharing (Preferred) You can request our account details (identifier and region) and use one of the below options to give us the targeted access to the data you want to share. ### Direct Share If we are in the same region, you can configure a data share using Snowflake's instructions [here](https://docs.snowflake.com/en/user-guide/data-sharing-provider). ***Note:*** Creating a replication will not work since we are two separate orgs. ### Private Listing If we are in different regions, you can configure a private listing using Snowflake's instructions [here](https://docs.snowflake.com/en/collaboration/provider-listings-creating-publishing). ***Note:*** This route may incur additional egress costs outside the ones you would normally get: > Snowflake creates one secure share area for an organization to manage auto-fulfillment to a region and associates billing costs with that area. Because of that, the costs associated with auto-fulfillment are attributed differently when compared to manual database replication costs. Full explanation per Snowflake's docs [here](https://docs.snowflake.com/collaboration/provider-understand-cost-auto-fulfillment). ## Service User (Alternative) You can instead create a service user and grant it `READ` access on the tables you wish to connect. We will need the following information to finish configuring the integration: * host * username * private key (or password) * ***Note:*** Snowflake will disallow passwords for all service users by **October 2026** (full docs [here](https://docs.snowflake.com/en/user-guide/security-mfa-rollout)). * role * database * schema * warehouse (optional) We connect to Snowflake using the following IP addresses, which you may need to whitelist in your Snowflake account: ``` 34.212.54.206 35.162.156.254 44.241.212.223 44.240.0.247 ``` To connect with BigQuery: Add the service account email address to your Google Cloud IAM policy and grant it the `bigquery.jobUser` *(BigQuery Job User)* role. This will allow us to run queries on your behalf. Share the dataset containing tables, like those described below, with our service account email address and grant it the `bigquery.dataViewer` *(BigQuery Data Viewer)* role. This will provide us with read-only access to the datasets you want to share. To connect with Amazon Redshift using Datashare: You will need to have the appropriate permissions to create a datashare in your Redshift cluster. Contact your Redshift administrator if you cannot create a datashare. Please refer to the [Amazon Redshift Producer actions](https://docs.aws.amazon.com/redshift/latest/dg/writes-producer-new.html) for more information on creating and sharing datashares. Ask your primary contact at Reforge for the `Reforge Namespace ARN` and `AWS account ID`. You will need these to authorize Reforge's AWS account to access your datashare. Create a datashare in your Redshift cluster: ```sql theme={null} CREATE DATASHARE reforge__datashare; ``` Add objects to your datashare. You can add entire schemas or specific tables and views: ```sql theme={null} -- Add schema ALTER DATASHARE ADD SCHEMA ; -- you may need to create the schema first -- Pick specific items ALTER DATASHARE ADD TABLE ; ALTER DATASHARE ADD VIEW ; ``` Make the datashare visible cross-account: ```sql theme={null} ALTER DATASHARE SET PUBLICACCESSIBLE TRUE; ``` Note: This doesn't expose your data publicly. It only allows consumption by authorized accounts. Grant usage access to the datashare to the Reforge AWS account: ```sql theme={null} GRANT USAGE ON DATASHARE TO NAMESPACE ; -- The Namespace ID is the last part of the Namespace ARN ``` Authorize Reforge's AWS account to access your datashare: ```bash theme={null} aws redshift authorize-data-share \ --data-share-arn \ --consumer-identifier ``` Replace the ARN with your datashare ARN and the consumer-accounts value with the Reforge AWS account ID provided to you by your Reforge contact. You can also do this via the Redshift console under **Datashares → `` → Authorize**. Provide the following information to your primary contact at Reforge: | **Field** | **Example** | | --------------------------------------------- | ----------------------------------------------------------------------------- | | **Datashare ARN** | arn:aws:redshift:us-east-1:111122223333:datashare:reforge\_company\_datashare | | **Redshift namespace ARN** | arn:aws:redshift:us-east-1:111122223333:namespace:prod-ns-1 | | **List of schemas / tables / views** included | public.conversations, public.latest\_tickets\_v | # Data Models We support several schemas and relationships between tables. With each of the schemas defined below, you can also provide a list of additional column names that you would like to be included on the respective fields as **metadata**. A few examples of common additional fields are for feedback or conversation messages, a "version" number that the feedback refers to, or for Contacts, a "plan" or "subscription tier". When working with the team to connect to your data warehouse, simply share with us fields beyond those defined below that you would like to have included! All fields with type DATE fields should be provided as ISO8601 formatted strings (e.g., `2024-01-15T10:30:00Z`). ### Standalone Feedback Standalone feedback are singular items of feedback, such as a review or a single response to a question. | Field Name | Required | Type | Description | | :---------- | :------: | :----: | :---------------------------------------------------------------------: | | id | Yes | STRING | Unique identifier for the feedback record | | description | Yes | STRING | The main feedback content | | created\_at | Yes | DATE | When the feedback was created | | updated\_at | Yes | DATE | When the feedback was last updated | | source | No | STRING | The source of the feedback, e.g. "HUBSPOT" | | title | No | STRING | Optional title for the feedback | | contact\_id | No | STRING | Optional identifier linking to a contact | | rating | No | NUMBER | Optional numeric rating associated with the feedback (e.g. NPS or CSAT) | ### Conversation A conversation is a collection of conversational feedback messages. For example, a chat log between a support agent and a user. | Field Name | Required | Type | Description | | :---------- | :------: | :----: | :----------------------------------------- | | id | Yes | STRING | Unique identifier for the conversation | | title | No | STRING | Optional title for the conversation | | source | No | STRING | The source of the feedback, e.g. "HUBSPOT" | | created\_at | Yes | DATE | When the conversation was created | | updated\_at | No | DATE | When the conversation was last updated | ### Conversation Message These are the individual messages within a conversation, and should be linked to a conversation by the `conversation_id` field. | Field Name | Required | Type | Description | | :--------------- | :------: | :-----: | :----------------------------------------------- | | id | Yes | STRING | Unique identifier for the message | | created\_at | Yes | DATE | When the message was sent | | updated\_at | No | DATE | When the message was last updated | | conversation\_id | Yes | STRING | ID of the conversation this message belongs to | | content | Yes | STRING | The message content | | incoming | Yes | BOOLEAN | Whether the message was sent by an external user | | contact\_id | No | STRING | Optional identifier linking to a contact | ### Contacts Contacts are the users of your product. | Field Name | Required | Type | Description | | :---------- | :------: | :----: | :--------------------------------- | | id | Yes | STRING | Unique identifier for the contact | | name | Yes | STRING | The contact's full name | | email | Yes | STRING | The contact's email address | | account\_id | Yes | STRING | The account the contact belongs to | | created\_at | Yes | DATE | When the contact was created | | updated\_at | Yes | DATE | When the contact was last updated | ### Accounts Accounts are the companies that your contacts belong to. | Field Name | Required | Type | Description | | :-------------- | :------: | :----: | :-------------------------------- | | id | Yes | STRING | Unique identifier for the account | | name | Yes | STRING | The account's name | | domain | Yes | STRING | The account's domain | | contract\_value | No | NUMBER | The account's contract value | | created\_at | Yes | DATE | When the account was created | | updated\_at | Yes | DATE | When the account was last updated | ### Custom Tables Custom tables require additional engineering work on our end, which will extend your onboarding timeline as it requires planning and scheduling resources. We encourage you to use the expected formats above to ensure the fastest possible onboarding experience. Sometimes, you may not be able to map your data to the existing schemas. In this case, you can share your own, existing tables. This will require custom engineering work on our end, so understand that time will be required to support this. If you are providing custom tables, then what we will need to do is to effectively write custom queries and map the data to schemas above on our end. Given that, helping us understand how to do that mapping will expedite the process and lead to better, faster results for getting your data into Reforge Insights. When sharing custom table information, please provide the following: **1. Table Information** The table names, column names, column types, and a description of the data in each column. For example: **Customer Table: client\_organizations** | Column Name | Column Type | Description | | :-------------- | :---------- | :------------------------------------------------------------------- | | org\_id | STRING | The unique identifier for the organization | | org\_name | STRING | The name of the organization (maps to account name) | | org\_website | STRING | The organization's website domain (maps to account domain) | | annual\_revenue | NUMBER | The organization's annual contract value | | creation\_date | DATE | When the organization was created (maps to account created\_at) | | last\_modified | DATE | When the organization was last updated (maps to account updated\_at) | **Customer Table: client\_users** | Column Name | Column Type | Description | | :--------------- | :---------- | :------------------------------------------------------------------- | | user\_id | STRING | The unique identifier for the user (maps to contact id) | | full\_name | STRING | The user's full name (maps to contact name) | | user\_email | STRING | The user's email address (maps to contact email) | | org\_id | STRING | Foreign key to client\_organizations (maps to account\_id) | | signup\_date | DATE | When the user was created (maps to contact created\_at) | | profile\_updated | DATE | When the user profile was last updated (maps to contact updated\_at) | **Customer Table: support\_tickets** | Column Name | Column Type | Description | | :---------- | :---------- | :----------------------------------------------------------------- | | ticket\_id | STRING | Unique identifier for the support ticket (maps to conversation id) | | opened\_at | DATE | When the ticket was created (maps to conversation created\_at) | | closed\_at | DATE | When the ticket was closed (maps to conversation updated\_at) | | user\_id | STRING | User who opened the ticket (maps to contact\_id) | | org\_id | STRING | Organization the ticket belongs to | | status | STRING | Current status of the ticket | | priority | STRING | Priority level of the ticket | **Customer Table: ticket\_messages** | Column Name | Column Type | Description | | :------------- | :---------- | :----------------------------------------------------------- | | message\_id | STRING | Unique identifier for the message (maps to message id) | | ticket\_id | STRING | Foreign key to support\_tickets (maps to conversation\_id) | | message\_text | STRING | The content of the message (maps to message content) | | sent\_time | DATE | When the message was sent (maps to message created\_at) | | edited\_time | DATE | When the message was edited (maps to message updated\_at) | | from\_customer | BOOLEAN | Whether the message was from the customer (maps to incoming) | | user\_id | STRING | User who sent the message (maps to contact\_id) | **2. Relationship Information** If there are any relationships between the tables, please point out how the tables should be joined, as in which column on table A should be joined with which column on table B. **3. Data Mapping** An explanation of how you would expect the data to map to the schemas defined above. If you are interested in sharing custom tables, please reach out to your primary contact at Reforge. # Delighted Source: https://docs.monterey.ai/integrations/delighted Sync Delighted survey responses (e.g., NPS, CSAT) with Insights to centralize customer sentiment. This integration is available as an upgrade to customers by request. Please [reach out](https://mail.google.com/mail/u/0/?fs=1\&tf=cm\&source=mailto\&su=I%27d+like+to+request+access+to+integrate+Delighted+with+Insight+Analytics\&to=chun.jiang@reforge.com) to get set up. # Discord Source: https://docs.monterey.ai/integrations/discord Integrate with your Discord server. ### Overview Connect Reforge Insights and Discord to extract signal from the noise in your community's conversations, finding feature requests, issues, and more. ### Set up You can find Discord integration on the [integration settings page](https://insights.reforge.com/w/default/settings/integrations/discord). Follow the instructions to connect your Discord account. You can connect multiple channels from one Discord account to Reforge Insights. **Requirements:** * The user connecting Discord must be an admin of the Reforge Insights workspace * The user must have an account in the target Discord server that has "Manage Server" permission Go to the [Discord settings page](https://insights.reforge.com/w/default/settings/integrations/discord). ### Channel Access If you are not able to find the channel(s) you wish to ingest from, or the channel(s) are disabled in the Reforge Insights settings page, follow the instructions below to ensure the bot has appropriate access to the channel(s). ### Ingesting Messages Reforge Insights will periodically pull in the latest messages from Discord. You can also manually refresh to load in the latest data at the [Discord settings page](https://insights.reforge.com/w/default/settings/integrations/discord). The system will automatically run messages or groups of messages through spam filtering to try and sift out the signal from the noise among conversations. If you find the filtering is too aggressive, or not aggressive enough, reach out to us and [let us know](mailto:support@monterey.ai?subject=Monterey+Spam+Filtering+Sensitivity+Request). We can adjust the sensitivity for you. ### Data Collected When ingesting messages, we collect the following data: * Metadata (Basic details such as the message ID, creation date, etc.) * Content (The text of the message) * Author (The ID and username of the message author) * Channel ID that the message was posted to ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Message | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # External Cohorts Source: https://docs.monterey.ai/integrations/external-cohorts Sync your Amplitude and/or Mixpanel cohorts with Reforge Insights to understand qualitative feedback from specific groups. # Overview The cohorts integration with Amplitude and Mixpanel are a great way to get product insights from specific cohorts that you've defined externally. With these integrations, your team can: * Surface trends from cohorts * Extract common feature requests, bug reports, and questions * Understand what specific groups of people are asking about # Supported Sources You can find the Amplitude integration on your integration settings page under *External Cohort Sources*. A user with access to both Reforge Insights as well as Amplitude will need to authorize the connection. **Reforge Insights Setup** Go to the Reforge Insights [integrations page](https://insights.reforge.com/w/default/settings/integrations). Ensure you have the correct workspace selected. Scroll down to the **External Cohort Sources** section and click **Connect** in the Amplitude Cohorts panel. Click **Connect Amplitude** and copy the API key. Note that once you navigate away from this page, the API key is no longer viewable. **Amplitude Setup** In Amplitude Data, click **Catalog** and select the **Destinations** tab. Filter by Type: Cohorts, and click on the **Reforge** destination. Then click on **Add another destination.** Enter a name for the integration and the API key you copied during the Reforge Insights setup. Under **User Mapping**, select an Amplitude user property to use for mapping users. This user property must be an email address field. When finished, click **Save**. Follow these steps to sync any of your Amplitude cohorts to your Insights Analytics destination: 1. From the Syncs page in Amplitude (found under the **Users** menu), click on **Create Sync**. 2. Select **Cohort** as the sync type, then select a cohort from the dropdown menu that appears. Click **Next**. 3. Select **Reforge** from the *or sync this cohort to...* section. Select the Reforge integration you set up previously in the dropdown menu and click **Next**. 4. Set the sync cadence, then click **Sync** to start syncing. You can find the Mixpanel integration on your integration settings page under *External Cohort Sources*. A user with access to both Reforge Insights as well as Mixpanel will need to authorize the connection. **Reforge Insights Setup** Go to the Reforge Insights [integrations page](https://insights.reforge.com/w/default/settings/integrations). Ensure you have the correct workspace selected. Scroll down to the **External Cohort Sources** section and click **Connect** in the Mixpanel Cohorts panel. Click **Connect Mixpanel**. You'll see a url, username and password. Once you navigate away from this page, these items are no longer viewable so note them somewhere. **Mixpanel Setup** In Mixpanel, click the Setting icon at the bottom-left of the srcreen and then Integrations. Click the Custom Webhooks section in the Integrations pane. In the setup modal, add a connector name and enter the url, username and password that you noted from step 5 above. Click continue. Follow these steps to sync any of your Mixpanel cohorts to Insights Analyytics: 1. From the Cohorts page in Mixpanel, hover over the *Export to...* option from the dots menu of the cohort you want to sync and click on the connector name from step 3 above. 2. Select the export type - *One-time export* or *Recurring sync* and then click *Begin Sync*. Your sync will be queued. 3. To view the status of your sync at any time, click on the dots menu of the cohort again. After a sync has completed, if you reload the Insights Analytics Mixpanel integration page, you'll see the synced cohort. # Fanbook Source: https://docs.monterey.ai/integrations/fanbook Connect your Fanbook community to Insights to automatically import public feedback, comments, and discussions for analysis. Surface insights from power users, superfans, and community conversations in real time. This integration is available as an upgrade to customers by request. Please [reach out](https://mail.google.com/mail/u/0/?fs=1\&tf=cm\&source=mailto\&su=I%27d+like+to+request+access+to+integration+Trustpilot+with+Insight+Analytics\&to=chun.jiang@reforge.com) to get set up. # Fathom Source: https://docs.monterey.ai/integrations/fathom Automatically import video call transcripts from Fathom into Reforge Insights ## Overview The Fathom integration for Reforge Insights allows you to automatically import video call transcripts from Fathom into your Reforge Insights workspace. This integration leverages Zapier to connect Fathom's "New Transcript" events with Reforge Insights, enabling you to analyze customer conversations, extract insights, and share them with your team. ## Benefits * **Automatic transcript import**: No need to manually copy and paste transcripts from Fathom * **Preserve meeting context**: Maintain all participant information, timestamps, and recording links * **Centralize customer conversations**: Keep all your customer feedback in one place for analysis * **Quick setup**: Connect in minutes with no coding required ## Prerequisites Before setting up the Fathom integration, you'll need: 1. A Reforge Insights account with admin access 2. A Fathom account 3. A Zapier account (free or paid) 4. An API key from your Reforge Insights workspace ## Setup ### Getting your API Key For detailed instructions on obtaining your API key, please refer to the [Zapier integration documentation](/integrations/zapier#getting-your-api-key). ### Creating the Zap 1. Go to the [Zapier Dashboard](https://zapier.com/app/dashboard) 2. Click on "Create Zap" to start building a new automation 3. For the trigger, search for and select "Fathom" 4. Choose "New Transcript" as the trigger event 5. Connect your Fathom account when prompted 6. Test the trigger to ensure it's working correctly ### Configuring the Action 1. For the action, search for and select "Reforge Insights" 2. Choose "Submit New Fathom Transcript" as the action 3. Connect your Reforge Insights account using your API key 4. Map the fields from Fathom to Reforge Insights as described in the next section ## Field Mapping When setting up the Zap, you'll need to map fields from Fathom to the corresponding fields in Reforge Insights. Here's how to map each required field: | Reforge Insights Field | Fathom Field | | ---------------------------- | ----------------------------------------- | | Transcript ID | ID | | Transcript | Transcript Plaintext | | Recording URL | Recording URL (from the recording object) | | Meeting Scheduled Start Time | Meeting Scheduled Start Time | | Meeting Title | Meeting Title | | Fathom User Name | Fathom User Name | | Fathom User Email | Fathom User Email | | Invitees | See below for mapping invitees | ### Mapping Invitees For the invitees field, you'll need to map the meeting participants from Fathom. Zapier will allow you to add multiple invitees: 1. Click "Add another invitee" for each participant in the meeting 2. Map each invitee with the following fields: * **Invitee Name**: Meeting Invitees Name * **Invitee Email**: Meeting Invitees Email * **Invitee Is External**: Meeting Invitees Is External If you have multiple invitees, you can use Zapier's "Line Items" feature to dynamically map all participants. ## Testing Your Zap After configuring the field mapping: 1. Click "Test & Continue" to test the action 2. Zapier will send a sample transcript to Reforge Insights 3. Check your Reforge Insights workspace to verify the transcript was imported correctly 4. If successful, name your Zap (e.g., "Fathom Transcripts to Reforge Insights") and turn it on ## Troubleshooting If you encounter issues with your Fathom integration: 1. **Check field mapping**: Ensure all required fields are properly mapped 2. **Verify API key**: Make sure you're using a valid API key from your Reforge Insights workspace 3. **Review Zap history**: Check the Zap history in Zapier to see detailed error messages 4. **Test with sample data**: Use Zapier's testing features to verify each step is working correctly For additional help with Zapier setup, please refer to our [Zapier integration documentation](/integrations/zapier#troubleshooting). ## Limitations * The integration will only import new transcripts created after the Zap is activated * Very long transcripts may be truncated due to Zapier's data size limitations * The integration requires both Fathom and Reforge Insights accounts to remain connected in Zapier ## Access Only administrators of your Reforge Insights workspace can set up the Fathom integration through Zapier. # Freshdesk Source: https://docs.monterey.ai/integrations/freshdesk Ingest Freshdesk Tickets ### Overview Freshdesk empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insights with Freshdesk, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Get Started You can find the Freshdesk integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/freshdesk). A user with access to both Reforge Insights as well as Freshdesk will need to authorize the connection. You can utilize Freshdesk's documentation to help find your API key by visiting this link: [https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key](https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key). Reforge Insights will begin ingesting your Freshdesk tickets periodically throughout the day. You can trigger a manual refresh from the integration settings page. ### Data Collected Once Reforge Insights and Freshdesk are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each ticket that is accessible to the user who's API key is provided will be ingested going forward. The following data attributes are loaded from Freshdesk and utilized in Reforge Insights for analysis: * Tickets * Metadata (ID, created time, updated time, and other association IDs) id: z.number(), * Subject (text) * Description (text) * Tags * Custom Fields * Companies (related to ingested tickets) * Metadata (ID, created time, updated time) * Name * Description * Account Tier * Renewal Date * Industry * Domains * Custom Fields * Contacts (related to ingested tickets) * Metadata (ID, created time, updated time) * Active * Address * Job Title * Description * Email * Name * Language * Mobile * Phone * Time Zone * Twitter ID * Custom Fields * Tags ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Ticket | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Front Source: https://docs.monterey.ai/integrations/front Ingest Front conversations ### Overview Front is a shared inbox for teams. It allows you to manage all of your communication channels in one place. With the Reforge Insights integration with Front, you can * Surface trends in customer conversations * Discover emerging issues * Understand what are the commercial risks and opportunities * Summarize customer communications to actionable product insights ### Get Started You can find the Front integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/front). A user with admin-level access to both Reforge Insights as well as Front will need to authorize the connection. ### Data Collected Once Reforge Insights and Front are connected successfully, data will be pulled from Front periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each email thread that is accessible will be ingested, such that each message in the thread is viewable in Reforge Insights. Only inbound messages will be analyzed for insights and other outputs in Reforge Insights. When ingesting email threads, we collect the following data and attributes from the Front API: * Sender name and handle (e.g. email) * Message subject and body (text content) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Message | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # GitHub Source: https://docs.monterey.ai/integrations/github Ingest GitHub Issues ### Overview GitHub empowers open source projects to share and improve projects and stay up to date on all the issues and requests users submit. Connect GitHub to Reforge Insights to ingest your issues for analysis and insights. ### Get Started You can find the GitHub integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/github). A user with access to both Reforge Insights as well as GitHub will need to authorize the connection. 1. Go to "Settings" 2. Click "Integrations" in the navigation menu 3. Click "GitHub" 4. Click "Connect" 5. If necessary, log in to GitHub using the appropriate account 6. Review and approve the permissions requested 7. Once confirmed, you will be returned to Reforge Insights, where you can toggle on ticket ingestion ### Data Collected Once Reforge Insights and GitHub are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. The following data attributes are loaded from GitHub and utilized in Reforge Insights for analysis: * Issues * Metadata (ID, created time, updated time, url) * Title * Body * State * Labels * Users (related to ingested tickets) * Metadata (ID, created time, updated time, url) * Login Username ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Issue | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Gladly Source: https://docs.monterey.ai/integrations/gladly Ingest Gladly Tickets ### Overview Gladly empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insights with Gladly, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Get Started You can find the Gladly integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/gladly). A user with access to both Reforge Insights as well as Gladly will need to authorize the connection. You can utilize Gladly's documentation to help find your API key by visiting this link: [https://connect.gladly.com/docs/implementation/article/get-your-api-tokens/](https://connect.gladly.com/docs/implementation/article/get-your-api-tokens/) Reforge Insights will begin ingesting your Gladly conversations periodically throughout the day. You can trigger a manual refresh from the integration settings page. ### Data Collected Once Reforge Insights and Gladly are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each ticket that is accessible to the user who's API key is provided will be ingested going forward. The following data attributes are loaded from Gladly and utilized in Reforge Insights for analysis: * Conversations * Metadata (ID, created time, updated time, and other association IDs) * Initiator * Content * Messages * Metadata (ID, created time, updated time) * Type * Content * Subject * From, To * Contacts (related to ingested conversations) * Metadata (ID, created time, updated time) * Active * Email * Name * Custom Attributes ### Pricing Volume Impact | Entity Type | Volume Impact | | :----------- | :-----------: | | Conversation | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Gong Source: https://docs.monterey.ai/integrations/gong Ingest Gong sales transcripts ### Overview The integration with Gong is a great way to get product insights with and from your Sales team. With the integration, your team can: * Surface trends in customer calls * Extract common feature requests, bug reports, and questions * Understand commercial risks and opportunities from win - loss notes * Summarize sales communications into actionable product insights If this is a one time ingestion or low data volume, we recommend you upload via CSV or Zapier instead of building a continuous pipeline. ### Get Started You can find the Gong integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/gong). A user with access to both Reforge Insights as well as Gong will need to authorize the connection. ### Data Collected Once Gong is connected to Reforge Insights, we will load a list of recent calls for you to select from. For each call you select, we will load information including the following from the Gong API: * Metadata (Basic details such as call date, title, call URL, etc) * Parties (A list of the call's participants) * Media (The media urls of the call) * Content (Analysis of the interaction content) * Interaction (Metrics collected around the interaction during the call) * Collaboration (Collaboration information added to the call) * Context (A list of links to external systems such as CRM, Dialer, Case Management, etc) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Transcript | **10x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. ### Alternative Methods If you do not have access to Gong, but have call transcripts, you can still upload them directly to Reforge Insights by navigating to the [**feedback page**](https://insights.reforge.com/w/default/snippets/feedback) and then clicking "+ Feedback" and choosing "Import Transcripts". # Google Play Store Source: https://docs.monterey.ai/integrations/google Ingest app reviews for analysis ### Set up You can navigate directly to [**integration setting page**](https://insights.reforge.com/w/default/settings/integrations/google-play-reviews) for Google Play reviews, or follow the instructions below. You can click "+ Add more" and select more apps to monitor, for cases when you publish to multiple countries or have multiple separate apps. ### Data Collected After connecting an app, we will start by ingesting the most recent 500 reviews. After that, we will fetch all new reviews on an ongoing basis. This happens nightly. The attributes we collect from reviews are the following: * Metadata (ID, app ID, dates) * Title * Description * Rating * Username ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Review | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Google Meet Source: https://docs.monterey.ai/integrations/google-meet Ingest Google Meet meeting transcripts ### Overview The integration with Google Meet is a great way to get product insights from your team meetings with customers. With the integration, your team can: * Surface trends in customer meetings * Extract common feature requests, bug reports, and questions * Understand customer needs directly from meeting discussions * Summarize meeting communications into actionable product insights If this is a one time ingestion or low data volume, we recommend you upload via CSV or Zapier instead of building a continuous pipeline. ### Prerequisites * Access to Reforge Insights * Meeting recordings with transcripts saved ### Adding the App You can find the Google Meet integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/google-meet). If you need to connect multiple Google accounts, you can do so by adding each user to the Reforge Insights workspace, then authenticating with each Google account. ### Usage #### Features and Actions 1. **Connecting Accounts** * Conect one or multiple of your Google accounts to Reforge Insights * On the integration page you will see a list of your Google accounts, an option to connect another account, and an option to disconnect accounts that are already connected * You'll also see a list of other connected Google Accounts from other members of your workspace 2. **Importing Transcripts** * Clicking "Load latest data" will import the latest meeting transcripts for your own connected Google accounts * New transcripts will be imported on a regular basis for all connected Google accounts in your workspace * You can view imported transcripts in your [Snippets](https://docs.monterey.ai/snippets) page 3. **Managing Data** * All imported transcripts are stored securely in Reforge Insights * You can view, search, and analyze transcripts through the platform * Transcripts are processed to extract feedback insights and trends #### Removing the App To remove the Google Meet integration: 1. Go to your [**Google Meet integration settings page**](https://insights.reforge.com/w/default/settings/integrations/google-meet). 2. Click "Disconnect Integration" next to the account you want to disconnect #### Implications of Removal * The integration will stop importing new meeting transcripts * Previously imported transcripts will remain in Reforge Insights * You will need to re-authorize if you want to reconnect in the future #### Data Handling * All previously imported transcripts will be retained in Reforge Insights * No data will be deleted from your Google account * You can request data deletion from Reforge Insights if needed ### Troubleshooting Common issues and solutions: 1. **Missing Transcripts** * Verify that your meetings were recorded and transcripts active and saved * Check if connected accounts have recent recorded meetings with transcripts. On initial import, we look for meetings up to 1 week in the past 2. **Connection Problems** * Clear your browser cache and cookies * Try using a different browser * Check your internet connection ### FAQ **Q: What permissions does the integration require?** A: The integration requires access to view your Google account information (name, email, profile picture), meeting recordings and transcripts, and meeting participants. **Q: How often are new transcripts imported?** A: New transcripts are imported automatically every 24 hours. **Q: What happens if I disconnect and reconnect the integration?** A: Previously imported transcripts will remain in the system, and new transcripts will begin importing again. ### Support You can email us at [hello@reforge.com](mailto:hello@reforge.com) or use the widget on the bottom right of the Insights app to submit feedback. ### Data Collected For each selected user, we will load recording information including the following from the Google Meet API: * Metadata (Basic details such as meeting date, name, space id, etc) * Participants (A list of the meeting's participants) * Media (The media urls of the meeting) * Meeting transcripts (The full transcript content of the meeting) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Transcript | **10x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. ### Alternative Methods If you do not have access to Google Meet, but have meeting transcripts, you can still upload them directly to Reforge Insights by navigating to the [**feedback page**](https://insights.reforge.com/w/default/snippets/feedback) and then clicking "+ Feedback" and choosing "Import Transcripts". # HubSpot Source: https://docs.monterey.ai/integrations/hubspot Ingest HubSpot Deals and Service Hub Tickets ### Overview HubSpot unifies sales, marketing, and customer data on a single platform. Connect this data with Reforge Insights to find more insights, and link feedback back to real customer value. ### Get Started You can find the HubSpot integration on your **[integration settings page](https://insights.reforge.com/w/default/settings/integrations/hubspot)**. A user with access to both Reforge Insights as well as HubSpot will need to authorize the connection. ## Advanced Configuration HubSpot integration configuration interface showing the three main sections: Choose what to include, Narrow down your data, and Choose the data to include After connecting your HubSpot account, you can customize exactly what data gets imported and how it's filtered. The HubSpot integration allows you to import deals, service hub tickets, companies, and contacts from your HubSpot instance with precise control over field selection and filtering criteria. ### Configuration Sections #### 1. Choose What to Include The HubSpot integration supports importing multiple data types independently: ##### **Include Deal Notes** Enable this option to import notes associated with deals in addition to the deal information itself. ##### **Select Deal Stages and Pipelines** Select the deal stages and pipelines you want to import from. This will help you narrow down the data to only the deals that are relevant to your use case. ##### **Include Service Hub Tickets** Enable this option to import Service Hub tickets and their associated data. #### 2. Narrow Down Your Data Use filters to focus on specific types of deals and tickets you want to analyze. This helps you import only the data that's relevant to your use case. All filtering is based on the primary data type (deals or tickets). **Important**: The filtering preview shows how many items match your filters in the past month, but the actual ingestion will be lower. Deals without any notes and Service Hub Tickets without content will not be ingested, even if they match your filter criteria. ##### Filter Types and Operators Different field types support different filtering operators: **Available Operators:** * `contains` - Field contains the specified text * `does not contain` - Field does not contain the specified text **Examples:** * Subject contains "billing" * Description does not contain "resolved" **Available Operators:** * `is` - Field equals the specified number * `is not` - Field does not equal the specified number * `is greater than` - Field is greater than the specified number * `is less than` - Field is less than the specified number * `is less than or equal to` - Field is less than or equal to the specified number * `is greater than or equal to` - Field is greater than or equal to the specified number * `is empty` - Field is empty * `is not empty` - Field is not empty * `between` - Field falls within the specified range **Examples:** * Priority equals 3 * Satisfaction score is greater than 4 **Available Operators:** * `between` - Field falls within the specified date range * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Updated date range between 2024-01-01 and 2024-02-01 * Created date is empty **Available Operators:** * `is` - Field is any of the specified values * `is not` - Field is not any of the specified values * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Tags is "urgent" or "billing" * Status is not "closed" or "solved" **Available Operators:** * `is` - Field matches the specified boolean value (true/false) * `is not` - Field does not match the specified boolean value * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Is public is true * Has incidents is false ##### Multiple Filters When you add multiple filters, they are combined using an **AND** operator. This means tickets must match ALL filter criteria to be imported. Start with broader filters and gradually add more specific ones to fine-tune your data selection. #### 3. Choose the Data to Include Select which deal and ticket fields to import. The data is organized into tabs representing different data types that can be ingested. ##### Data Type Tabs Deal information including name, amount, stage, close date, and custom deal fields. Service ticket information including subject, content, status, priority, and custom ticket fields. ##### Field Selection Fields marked as **Required** are essential for the integration to function properly and cannot be deselected. These fields include: * **Deals**: `hs_object_id`, `createdate`, `hs_lastmodifieddate`, `hs_arr`, `dealname`, `dealstage` * **Service Hub Tickets**: `subject`, `content`, `createdate`, `hs_lastmodifieddate` Required fields are automatically included in the ingestion process regardless of selection status. **Preselected Fields**: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata that are frequently needed for analysis. You can deselect any of these preselected fields if they're not relevant to your specific use case. Standard HubSpot fields that are available across all instances. These include common fields like: * Deal stages and pipelines * Ticket priorities and categories * Revenue and deal amounts Select the fields that are relevant to your analysis and reporting needs. Custom fields created in your HubSpot instance are automatically detected and available for selection. These fields: * Are fetched directly from your HubSpot configuration * Include the custom field name and description * Support all standard filtering and selection options * Are stored with their original field names in the metadata Custom fields are dynamically loaded from your HubSpot instance, so any changes to custom fields in HubSpot will be reflected in the integration. ### Best Practices ### Next Steps After configuring your integration: 1. **Test the configuration** by triggering a manual sync 2. **Monitor the ingestion** to ensure data is being imported correctly 3. **Review the imported data** in your analytics dashboard 4. **Adjust filters and fields** based on your initial results 5. **Set up automated workflows** using the imported HubSpot data Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated. ### Data Collected Once Reforge Insights and HubSpot are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. **Important**: Only deals with associated notes and Service Hub tickets with content will be ingested. Empty records will be filtered out during the ingestion process, even if they match your filter criteria. ### Pricing Volume Impact | Entity Type | Volume Impact | | :----------------- | :-----------: | | Deal Note | **1x** | | Service Hub Ticket | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Intercom Source: https://docs.monterey.ai/integrations/intercom Ingest customer conversations and support tickets to Reforge Insights for consolidation and analysis ### Overview The integration with Intercom is a great way to get product insights with and from your support team. With the integration, your team can: * Surface trends from customer conversations * Extract common feature requests, bug reports, and questions * Understand what prospective customers are asking about ### Get Started You can find the Intercom integration on your [integration settings page](https://insights.reforge.com/w/default/settings/integrations/intercom). A user with access to both Reforge Insights as well as Intercom will need to authorize the connection. ## Advanced Configuration Intercom integration configuration interface showing the three main sections: Choose which conversations to include, Narrow down your conversations, and Choose the data to include After connecting your Intercom account, you can customize exactly what data gets imported and how it's filtered. The Intercom integration allows you to import conversations, contacts, and companies from your Intercom instance with precise control over field selection and filtering criteria. ### Configuration Sections #### 1. Choose Which Conversations to Include ##### **Include Bot-Only Conversations** Enable this option to include conversations where a human agent was never involved. This allows you to analyze automated interactions and bot performance. ##### **Include Admin or Bot Initiated Conversations** Enable this option to include conversations where an admin or bot initiated the first message. This helps capture proactive outreach and automated messaging campaigns. #### 2. Narrow Down Your Conversations Use filters to focus on specific types of conversations you want to analyze. This helps you import only the data that's relevant to your use case. All filtering is based on conversation data. While you can filter using related contact or company fields, the filtering always applies to which conversations get imported. ##### Filter Types and Operators Different field types support different filtering operators: **Available Operators:** * `contains` - Field contains the specified text * `does not contain` - Field does not contain the specified text **Examples:** * Subject contains "billing" * Description does not contain "resolved" **Available Operators:** * `is` - Field equals the specified number * `is not` - Field does not equal the specified number * `is greater than` - Field is greater than the specified number * `is less than` - Field is less than the specified number * `is less than or equal to` - Field is less than or equal to the specified number * `is greater than or equal to` - Field is greater than or equal to the specified number * `is empty` - Field is empty * `is not empty` - Field is not empty * `between` - Field falls within the specified range **Examples:** * Priority equals 3 * Satisfaction score is greater than 4 **Available Operators:** * `between` - Field falls within the specified date range * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Updated date range between 2024-01-01 and 2024-02-01 * Created date is empty **Available Operators:** * `is` - Field is any of the specified values * `is not` - Field is not any of the specified values * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Tags is "urgent" or "billing" * Status is not "closed" or "solved" **Available Operators:** * `is` - Field matches the specified boolean value (true/false) * `is not` - Field does not match the specified boolean value * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Is public is true * Has incidents is false ##### Multiple Filters When you add multiple filters, they are combined using an **AND** operator. This means tickets must match ALL filter criteria to be imported. Start with broader filters and gradually add more specific ones to fine-tune your data selection. #### 3. Choose the Data to Include Select which conversation, contact, and company fields to import. The data is organized into tabs representing different data types that can be ingested. ##### Data Type Tabs Core conversation information including subject, content, source details, and metadata about the conversation flow. Information about conversation participants including contact details, activity data, and custom contact fields. Company information associated with contacts and conversations, including custom company fields. ##### Field Selection Fields marked as **Required** are essential for the integration to function properly and cannot be deselected. These fields include: * **Conversations**: `id`, `created_at`, `updated_at`, `source.author.id`, `source.author.type`, `source.author.name`, `source.author.email`, `source.id`, `source.type`, `source.delivered_as`, `source.url`, `source.subject`, `source.body` * **Contacts**: `id`, `created_at`, `updated_at`, `name`, `email` * **Companies**: `id`, `created_at`, `updated_at`, `website`, `name` Required fields are automatically included in the ingestion process regardless of selection status. **Preselected Fields**: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata like contact activity, location information, device details, and company characteristics that are frequently needed for analysis. You can deselect any of these preselected fields if they're not relevant to your specific use case. Standard Intercom fields that are available across all instances. These include common fields like: * Contact activity data * Location information * Device and browser details * Language preferences * Company size and industry Select the fields that are relevant to your analysis and reporting needs. Custom fields created in your Intercom instance are automatically detected and available for selection. These fields: * Are fetched directly from your Intercom configuration * Include the custom field name and description * Support all standard filtering and selection options * Are stored with their original field names in the metadata Custom fields are dynamically loaded from your Intercom instance, so any changes to custom fields in Intercom will be reflected in the integration. ### Best Practices ### Next Steps After configuring your integration: 1. **Test the configuration** by triggering a manual sync 2. **Monitor the ingestion** to ensure data is being imported correctly 3. **Review the imported data** in your analytics dashboard 4. **Adjust filters and fields** based on your initial results 5. **Set up automated workflows** using the imported HubSpot data Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated. ### Intercom Inbox App Once the setup is done, you will see a Reforge Insights section in the Intercom details bar on the right when you open a conversation. It will bring up a form which requires a description. You can also optionally include a customer emails and customer names from the Intercom conversation, select a project. You can then create feedback directly Intercom by clicking “Create feedback”. The feedback will show up in “All feedback” tab in Reforge Insights auto categorized. Anybody with access to your Intercom inbox will be able to send feedback to Reforge Insights, via the app in the sidebar, even if they do not have access to Reforge Insights. Only teammates added to Reforge Insights directly will be able to view feedback and insights. ### Data Collected Once Reforge Insights and Intercom are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each conversation that is accessible will be ingested, such that the conversation content is analyzed and visible in Reforge Insights. ### Pricing Volume Impact | Entity Type | Volume Impact | | :----------- | :-----------: | | Conversation | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Jira Source: https://docs.monterey.ai/integrations/jira Create Jira tickets from customer feedback or themes ## Set up Go to the [integration settings page](https://insights.reforge.com/w/default/settings/integrations/) and to set up your Jira integration. Follow the steps below to connect your Jira account. Only admins of your Reforge Insights workspace can set up the Jira integration. ## Usage You can **create a Jira issue from any individual feedback Snippet** in your Reforge Insights workspace. * In the menu on each Snippet, you will see a 'Create engineering ticket' option which will bring up a form requiring a title, team and assignee. * The Issues title will be pre-filled based on the feedback, with optional fields for description and project. * After clicking on "Create issue", the Jira ticket will be created and found in the specified issue list in your Jira workspace. ## User Access Anyone with access to your workspace can create a ticket in Jira, even if they don't have a Jira account. Only users with a Jira account will be able to view and manage the ticket in Jira. # Jira Service Management Source: https://docs.monterey.ai/integrations/jira-service-management Ingest Jira Service Management Cases ### Overview Jira Service Management empowers businesses to better support your customers through its service desk platform. By connecting Reforge Insights with Jira Service Management, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Get Started You can find the Atlassian integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/atlassian). A user with access to both Reforge Insights as well as Jira Service Management will need to authorize the connection. The user will need to be a member of any service desks you wish to ingest data from, and will need to have permissions to search for issues in those service desks. ### Data Collected Once Reforge Insights and Jira Service Management are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each request that is accessible will be ingested, such that the case and, if enabled, associated comments are analyzed and visible in Reforge Insights. The following data attributes are loaded from Jira Service Management and utilized in Reforge Insights for analysis: * Cases * Metadata (ID, created time, updated time) * Summary * Description * Tags * Issue Key * Assignee * Status * Organizations (related to ingested cases) * Metadata (ID, created time, updated time) * Name * Users (related to ingested cases) * Metadata (ID, created time, updated time) * Name * Email * Account Type * Active * Time zone ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Issue | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Kustomer Source: https://docs.monterey.ai/integrations/kustomer Ingest Kustomer Conversations ### Overview Kustomer is a customer service platform that helps businesses deliver exceptional customer service. By connecting Reforge Insights with Kustomer, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Requirements * You will require a Kustomer account on the Professional, Business, Enterprise, or Ultimate plan levels. * You will need a user in Kustomer with admin permissions. ### Get Started First, you will need to generate an API key in Kustomer.com. Now that you have an API key, you can find the Kustomer integration in Reforge Insights at **[integration settings page](https://insights.reforge.com/w/default/settings/integrations/kustomer)**. Note that the link will take you to the first workspace you have access to, so you may need to change it using the Workspace selector at the top left of the screen. ### Data Collected Once Reforge Insights and Kustomer are connected successfully, new conversations will be pulled in periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each conversation and associated messages that is accessible will be ingested. The following data attributes are loaded from Kustomer and utilized in Reforge Insights for analysis: * Conversation Messages * ID * Created Time * Updated Time * Description (text, "preview" attribute) * Status * Channel * App * Direction * Customers * ID * Created Time * Updated Time * Name (or display name attribute) * Email * External ID * Locale * Gender * Verified * Timezone * Rev ### Pricing Volume Impact | Entity Type | Volume Impact | | :----------- | :-----------: | | Conversation | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Linear Source: https://docs.monterey.ai/integrations/linear Create Linear tickets from customer feedback or themes ## Set up Go to the [integration settings page](https://insights.reforge.com/w/default/settings/integrations/) page and select the Linear integration. Follow the guidelines to connect your Linear account. Only admins of your Reforge Insights workspace can set up Linear integration. ## Usage You can create a ticket for any individual feedback from the Reforge Insights workspace. Click on each feedback and you will see a feedback detail view with an action bar to the right. At the bottom of the action bar, click the "Generate issue" button which will bring up a form requiring a title, team and assignee. You can also optionally include a description and project. After clicking on "Create issue", the Linear ticket will be created and found in the specified issue list or you can find it in My issues > created in Linear. ![linear](https://monterey-documentation-gifs.s3.us-east-2.amazonaws.com/linear.gif) ## User Access Anyone who has access to your workspace can create a ticket in Linear, even if they do not have access to Linear themselves. Only users of Linear will be able to view and manage the ticket in Linear. # Qualtrics Source: https://docs.monterey.ai/integrations/qualtrics Ingest Qualtrics survey responses to Reforge Insights for consolidation and analysis ### Overview The integration with Qualtrics is a great way to get product insights from your survey responses. With the integration, your team can: * Analyze open-ended survey responses at scale * Surface correlations between ratings and qualitative feedback * Understand trends of user sentiment across survey results * Consolidate survey data with other feedback sources for comprehensive insights ### Get Started You can find the Qualtrics integration on your [integration settings page](https://insights.reforge.com/w/default/settings/integrations/qualtrics). A user with access to both Reforge Insights as well as Qualtrics will need to authorize the connection using their Qualtrics API token. You can find your API token in your [Qualtrics Account Settings](https://www.qualtrics.com/support/integrations/api-integration/overview/#GeneratingAnAPIToken) Choose the data center that matches your Qualtrics account region (e.g. pdx1) This should be the email address associated with your Qualtrics account that has appropriate access to the surveys you want to sync ### Configure Survey Ingestion Once Reforge Insights is authorized to access Qualtrics on your behalf, you can configure which surveys to ingest and how to map survey questions to feedback data. #### Select Surveys On the integration settings page, you can: * **Load Latest Data**: Sync the most recent survey responses * **Refresh Surveys List**: Update the available surveys from your Qualtrics account * Toggle individual surveys on or off for ingestion #### Configure Question Mappings For each enabled survey, you can map questions to different data types: * **Feedback Content**: Open-ended responses that will be analyzed for themes and insights * **Feedback Metadata**: Additional context that will be attached to feedback records * **Customer ID**: Unique identifier for the survey respondent (*choose ONE per survey*) * **Customer Name**: Name of the survey respondent (*choose ONE per survey*) * **Customer Email**: Email address of the survey respondent (*choose ONE per survey*) * **Customer Metadata**: Additional customer attributes for segmentation and filtering This flexible mapping allows you to customize how survey data flows into Reforge Insights based on your survey structure and analysis needs. ### Ingest Responses Once configured, Reforge Insights will regularly ingest new survey response data. This process runs multiple times per day, up to hourly, depending on your subscription plan. Initially, we will pull existing survey responses for selected surveys, and then load new ones on an ongoing basis. Each response will be processed according to your question mappings, with text responses generating analyzable feedback and other data types providing context and metadata. #### Data Collected When ingesting surveys, we collect the following data and attributes from the Qualtrics API: * Survey Metadata (Survey ID, name, creation date, status, etc.) * Any Qualtrics "embedded" fields will be added as metadata to the feedback record * Question information (Question ID, type, text, response options, etc.) * Response content (Response ID, values, completion status, timestamps, etc.) * Respondent information (as configured in your question mappings) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Response | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Reddit Source: https://docs.monterey.ai/integrations/reddit Collect and analyze feedback from your Reddit community ## Overview Tap into the pulse of your Reddit community! This integration helps you capture valuable feedback and discussions from the subreddits that matter to your product. Whether you're tracking feature requests, monitoring user sentiment, or gathering competitive insights, we've got you covered. Our powerful collection engine automatically gathers: * Up to 1,000 of the most relevant posts based on your preferred sorting method * The top 10 comment threads for each post to capture the most impactful discussions * Comment threads up to 10 levels deep to follow complete conversation flows Stay on top of what your community is saying without having to manually browse Reddit all day. Let us do the heavy lifting while you focus on turning these insights into action. ## Setup To get started, navigate to the [**Reddit integration settings page**](https://insights.reforge.com/w/default/settings/integrations/reddit). * **Hot** - Posts currently receiving high engagement, combining recent submission time with positive vote ratios * **New** - Most recently submitted posts in chronological order, regardless of score * **Top** - Posts with the highest overall score (upvotes minus downvotes) over a selectable time period * **Rising** - Posts gaining upvotes and comments rapidly, potential candidates for "Hot" * **Controversial** - Posts with close upvote/downvote ratios, indicating divided opinions * **Hour** - Best performing posts from the last hour * **Day** - Best performing posts from the last 24 hours * **Week** - Best performing posts from the last 7 days * **Month** - Best performing posts from the last month * **Year** - Best performing posts from the last year * **All Time** - Best performing posts in the subreddit's history ## Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Post | **1x** | | Comment | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Ring Central Source: https://docs.monterey.ai/integrations/ring-central Capture transcripts and call feedback from RingCentral to surface voice-of-customer insights. This integration is available to customers by request. Please [reach out to our team](https://mail.google.com/mail/u/0/?fs=1\&tf=cm\&source=mailto\&su=I%27d+like+to+request+access+to+integrate+Ring+Central+with+Insight+Analytics\&to=chun.jiang@reforge.com) to get set up. # Salesforce Source: https://docs.monterey.ai/integrations/salesforce Ingest Salesforce Closed-Won Opportunity Notes ### Overview Salesforce unifies sales, marketing, and customer data on a single platform. Connect this data with Reforge Insights to find more insights, and link feedback back to real customer value. ### Get Started You can find the Salesforce integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/salesforce). A user with access to both Reforge Insights as well as Salesforce will need to authorize the connection. ## Advanced Configuration Salesforce integration configuration interface showing options for Service Cloud Cases, Opportunities, and Accounts After connecting your Salesforce account, you can customize exactly what data gets imported and how it's filtered. The Salesforce integration allows you to import Service Cloud Cases, Opportunities, and Accounts from your Salesforce instance with precise control over field selection and filtering criteria. ### Configuration Sections #### 1. Choose What to Include The Salesforce integration supports importing multiple data types independently: ##### **Service Cloud Cases** Enable loading cases from Service Cloud. This includes support case information and related contact details. ##### **Include Case Comments** Enable this option to import comments associated with cases in addition to the case content itself. Including case comments will increase the amount of data imported and may affect ingestion performance for large Salesforce instances. ##### **Opportunities** Enable loading opportunities from Salesforce. This imports opportunity data and associated notes. You can use filters to specify which opportunities to include based on stage, amount, or other criteria. ##### **Accounts** Enable loading accounts from Service Cloud. This includes company information and account details. #### 2. Choose the Data to Include Select which fields to import for each data type. The data is organized into tabs representing the different Salesforce objects that can be ingested. Each data type can be configured independently. ##### Data Type Tabs Support case information including subject, description, status, priority, and related contact details. Sales opportunity data including deal information, stage, and associated notes. Use filters to specify which opportunities to include. Company and account information including contact details, revenue data, and custom account fields. #### 3. Narrow Down Your Data Use filters to focus on specific records you want to analyze. Each data type can be filtered independently based on its own fields. Filtering is applied separately to each data type. You cannot filter cases based on account fields, or opportunities based on case fields. Each object type is filtered using only its own field values. ##### Filter Types and Operators Different field types support different filtering operators: **Available Operators:** * `contains` - Field contains the specified text * `does not contain` - Field does not contain the specified text **Examples:** * Subject contains "billing" * Description does not contain "resolved" **Available Operators:** * `is` - Field equals the specified number * `is not` - Field does not equal the specified number * `is greater than` - Field is greater than the specified number * `is less than` - Field is less than the specified number * `is less than or equal to` - Field is less than or equal to the specified number * `is greater than or equal to` - Field is greater than or equal to the specified number * `is empty` - Field is empty * `is not empty` - Field is not empty * `between` - Field falls within the specified range **Examples:** * Priority equals 3 * Satisfaction score is greater than 4 **Available Operators:** * `between` - Field falls within the specified date range * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Updated date range between 2024-01-01 and 2024-02-01 * Created date is empty **Available Operators:** * `is` - Field is any of the specified values * `is not` - Field is not any of the specified values * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Tags is "urgent" or "billing" * Status is not "closed" or "solved" **Available Operators:** * `is` - Field matches the specified boolean value (true/false) * `is not` - Field does not match the specified boolean value * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Is public is true * Has incidents is false ##### Multiple Filters When you add multiple filters, they are combined using an **AND** operator. This means tickets must match ALL filter criteria to be imported. Start with broader filters and gradually add more specific ones to fine-tune your data selection. #### 4. Field Selection and Reference Drilling Fields marked as **Required** are essential for the integration to function properly and cannot be deselected. These fields include: * **Service Cloud Cases**: `Id`, `Subject`, `Description`, `AccountId`, `LastModifiedDate`, `CreatedDate`, `Contact.Id`, `Contact.Phone`, `Contact.MobilePhone`, `Contact.Title`, `Contact.CreatedDate`, `Contact.LastModifiedDate`, `Contact.Name`, `Contact.Email` * **Opportunities**: `Id`, `AccountId`, `StageName`, `CreatedDate`, `LastModifiedDate`, `Description` * **Accounts**: `Id`, `Name`, `Description`, `LastModifiedDate`, `CreatedDate` Required fields are automatically included in the ingestion process regardless of selection status. **Preselected Fields**: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata like case status, account revenue information, and contact details that are frequently needed for analysis. You can deselect any of these preselected fields if they're not relevant to your specific use case. Salesforce field selection supports drilling down into reference fields to access related object data. You can navigate up to 3 levels deep from the root object. **How Reference Drilling Works:** * **Root Level**: Base object fields (e.g., Case.Subject, Account.Name) * **Level 2**: Referenced object fields (e.g., Case.Contact.Name, Case.Account.Website) * **Level 3**: Fields from objects referenced by Level 2 objects **Visual Indicators:** * Reference fields show the related object type in parentheses (e.g., "AssetProvidedBy (Account)") * Dropdown indicators show the number of selected sub-items for each reference field * You can expand and collapse reference field sections to manage complex field selections **Example Structure:** ``` Case ├── Subject (string) ├── Contact ▼ (3 selected) │ ├── Name (string) │ ├── Email (string) │ └── Account ▼ (2 selected) │ ├── Name (string) │ └── Website (string) └── Account ▼ (1 selected) └── AnnualRevenue (number) ``` Reference field drilling allows you to access related data without separate API calls, making your data more comprehensive and analysis-ready. Custom fields created in your Salesforce instance are automatically detected and available for selection. These fields: * Are fetched directly from your Salesforce configuration * Include the custom field name and description * Support reference drilling if they are lookup/master-detail fields * Are stored with their original field names in the metadata Custom fields are dynamically loaded from your Salesforce instance, so any changes to custom fields in Salesforce will be reflected in the integration. #### 5. Custom Field Mapping For accounts, you can map a custom number field to represent the Contract Value. This allows you to: * Select from your existing custom number fields in Salesforce * Map the selected field to the standardized "Contract Value" field in Reforge Insights * Use this mapped value for account-based analysis and reporting **How to Set Up Custom Field Mapping:** 1. Navigate to the Accounts tab in the data selection interface 2. Locate the "Custom field mapping" section 3. Select your desired custom number field from the dropdown 4. The selected field will be mapped to "Contract Value" in Reforge Insights Custom field mapping interface showing Contract Value mapped to Custom Customer Value field Only custom fields of number type are available for Contract Value mapping to ensure proper numerical analysis. ### Best Practices ### Next Steps After configuring your integration: 1. **Test the configuration** by triggering a manual sync 2. **Monitor the ingestion** to ensure data is being imported correctly 3. **Review the imported data** in your analytics dashboard 4. **Adjust filters and fields** based on your initial results 5. **Set up automated workflows** using the imported HubSpot data Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated. ### Data Collected Once Reforge Insights and Salesforce are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each enabled data type (Service Cloud Cases, Opportunities, Accounts) will be ingested according to your configuration. You can use filters to specify which opportunities to include based on your specific needs and analysis requirements. ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Case | **1x** | | Opportunity | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. ### Common Issues **OAUTH\_APP\_BLOCKED** The most common issue we see with connecting Salesforce is "OAUTH\_APP\_BLOCKED". This is likely due to configuration in your Salesforce organization that restricts users from connecting new apps via OAuth. If you hit this error, please have a user with admin access in Salesforce complete the following steps: If you see an error like OAUTH\_APP\_BLOCKED when trying to install the integration, your Salesforce admin needs to allow access to the app. You can search "Connected Apps OAuth Usage" in the Setup search bar.
  • Self-authorization (easier setup): Select "All users may self-authorize" → Save. You're done.
  • Admin-approved access (more control): Select "Admin approved users are pre-authorized" → Save. → Then scroll down and add the appropriate Profiles or Permission Sets under "Profiles" or "Custom Permissions" so your users can access the app.
# Salesforce Service Cloud Source: https://docs.monterey.ai/integrations/salesforce-service-cloud Ingest Salesforce Service Cloud Cases ### Overview Salesforce Service Cloud empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insights with Salesforce Service Cloud, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Get Started You can find the Salesforce Service Cloud integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/salesforce). A user with access to both Reforge Insights as well as Salesforce Service Cloud will need to authorize the connection. ### Data Collected Once Reforge Insights and Salesforce Service Cloud are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each case that is accessible will be ingested, such that the case and, if enabled, associated comments are analyzed and visible in Reforge Insights. The following table describes how data is mapped from Salesforce into Reforge Insights. | Salesforce Object | Salesforce Field | Reforge Insights Object | Reforge Insights Field | Note | | :---------------- | :---------------------------- | :---------------------- | :--------------------- | ----------------------------------------------------------------------------------------------------: | | Case | Subject | Feedback | Title | | | Case | Description | Feedback | Description | | | Case | CaseNumber | Feedback | Source ID | | | Case | CreatedDate | Feedback | Created At | | | Case | LastModifiedDate | Feedback | Updated At | | | Case | ClosedDate | Feedback | metadata | | | Case | IsClosed | Feedback | metadata | | | Case | IsDeleted | Feedback | metadata | | | Case | Origin | Feedback | metadata | | | Case | OwnerId | Feedback | metadata | | | Case | ParentId | Feedback | metadata | | | Case | Priority | Feedback | metadata | | | Case | Reason | Feedback | metadata | | | Case | Status Revenue | Feedback | metadata | | | Case | Type | Feedback | metadata | | | Contact | ID | Customer | externalId | | | Contact | Email | Customer | email | | | Contact | Name | Customer | name | | | Contact | Phone | Customer | metadata | | | Contact | MobilePhone | Customer | metadata | | | Contact | Title | Customer | metadata | | | Contact | CreatedDate | Customer | Created At | | | Contact | LastModifiedDate | Customer | Updated At | | | Account | Name | Account | Name | | | Account | Description | Account | Description | | | Account | CreatedDate | Account | Created At | | | Account | LastModifiedDate | Account | Updated At | | | Account | Website | Account | domain | | | Account | Annual Revenue | Account | metadata | | | Account | Number of Employees | Account | metadata | | | Account | Billing Postal Code Employees | Account | metadata | | | Account | Billing Country | Account | metadata | | | Opportunity | SUM of Amount | Account | contractValue | Sum of the Amount field from all "Closed Won" opportunities associated with the corresponding Account | ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Case | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. ### Common Issues **OAUTH\_APP\_BLOCKED** The most common issue we see with connecting Salesforce is "OAUTH\_APP\_BLOCKED". This is likely due to configuration in your Salesforce organization that restricts users from connecting new apps via OAuth. If you hit this error, please have a user with admin access in Salesforce complete the following steps: If you see an error like OAUTH\_APP\_BLOCKED when trying to install the integration, your Salesforce admin needs to allow access to the app. You can search "Connected Apps OAuth Usage" in the Setup search bar.
  • Self-authorization (easier setup): Select "All users may self-authorize" → Save. You're done.
  • Admin-approved access (more control): Select "Admin approved users are pre-authorized" → Save. → Then scroll down and add the appropriate Profiles or Permission Sets under "Profiles" or "Custom Permissions" so your users can access the app.
# Slack Source: https://docs.monterey.ai/integrations/slack Integrate with your Slack workspace ## Overview The Slack integration makes it effortless to stay on top of customer feedback and insights directly within your team's workspace. With the integration, your team can: * Uncover insights from channels shared with customers * Interact with [Ask Monty](/ask-monty) via chat conversations * Get alerts in chosen Slack channels for new feedback, theme reports, and weekly digests * Create feedback directly from Slack messages ## Setup To get started, navigate to the [**integration setting page**](https://insights.reforge.com/w/default/settings/integrations/) and select **Slack**. ### Connect Workspace We only ask for the permissions that are necessary for the features you plan to use. This will take you to Slack to review and approve the permissions we request. Depending on your workspace settings, you may need to ask your Slack admin to approve the integration. After approval, you will need to repeat the steps to connect the integration. If you want to remove the integration, you can find the instructions [**here**](https://slack.com/help/articles/360003125231-Remove-apps-and-custom-integrations-from-your-workspace). ### Feedback Ingestion To begin pulling conversations into Reforge Insights for analysis, you will need to select the channels you want to ingest. This will open a menu where you can search and select channels. Ensure that the "Ingest" toggle is enabled for each channel you want to ingest. If you do not see the channel you want to ingest, you may need to invite the Monterey app to the channel. Once this is done, click the "Refresh Channels" button. ### Configuring Notifications We route our notifications through filter criteria set up in [Views](https://insights.reforge.com/w/default/views). From the [Views creation page,](https://insights.reforge.com/w/default/views/create) you can choose channels for: * Individual Feedback * Weekly Summary * Overall Themes If your workspace has high feedback volume, use caution when enabling notifications. ## Features ### Create feedback from DM, channel, and thread Create feedback directly in Slack by clicking on the three dots menu from a message. You will see a pop up window with pre-populated description field that is pulled from the message. ![slack](https://monterey-documentation-gifs.s3.us-east-2.amazonaws.com/slack.gif) Anyone who has access to the specified Slack channel can create feedback from slack to Reforge Insights even when they do not have access. Only Reforge Insights teammates will be able to view feedback in Reforge Insights. ### Ask Monty Send a message mentioning `@Monterey` in any channel or direct message to start a conversation with Monty. Monty will gather data, provide insights, and generate charts, all within a conversation thread. ### Ingest Conversations Once Reforge Insights and Slack are connected successfully and you have [selected channels for ingestion](/integrations/slack#feedback-ingestion), data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it run every multiple times a day, up to hourly, depending on your subscription plan. #### Data Collected The following data attributes are loaded from Slack and utilized in Reforge Insights for analysis: * Users * Metadata (ID, created time, updated time) * Email * Name * Messages * Metadata (ID, created time, updated time) * Content * Channels * Metadata (ID, created time, updated time) * Name ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Message | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Sprig Source: https://docs.monterey.ai/integrations/sprig Automatically pull in micro-survey feedback from Sprig to accelerate product discovery and validation. This integration is available to customers by request. Please [reach out to our team](https://mail.google.com/mail/u/0/?fs=1\&tf=cm\&source=mailto\&su=I%27d+like+to+request+access+to+integrate+Sprig+with+Insight+Analytics\&to=chun.jiang@reforge.com) to get set up. # Support integrations Source: https://docs.monterey.ai/integrations/support Connect your support platform to Reforge Insights Connect your team's support tools to Reforge Insights to find insights among your support tickets and customer interactions. Find the documentation for each tool on the left, or [let us know](mailto:support@monterey.ai?subject=Integration+Request\&body=Tell+us+more+about+the+integration+you+need) if you need to connect a tool not listed there. # SurveyMonkey Source: https://docs.monterey.ai/integrations/survey-monkey Ingest SurveyMonkey survey results to Reforge Insights for consolidation and analysis ### Overview The integration with SurveyMonkey is a great way to get product insights with and from your survey results. With the integration, your team can: * Finally make sense of non-categorical survey results * Surface correlations between ratings and open-ended responses * Understand trends of user sentiment across survey results ### Get Started You can find the SurveyMonkey integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/survey-monkey). A user with access to both Reforge Insights as well as SurveyMonkey will need to authorize the connection. ### Ingest Responses Once Reforge Insights is authorized to access SurveyMonkey on your behalf, you can enable a setting on the [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/SurveyMonkey) to have Reforge Insights ingest new results data regularly. This process will run daily. Initially, we will pull the latest 1 week of existing survey responses and then load new ones on an ongoing basis. Each response will be loaded into Reforge Insights, however, only text / multiple choice responses will generate feedback. The remaining data will be appended as metadata and still filterable. #### Data Collected When ingesting surveys, we collect the following data and attributes from the SurveyMonkey API: * Survey Metadata (Basic details such as the Survey id, name, type, creation time, etc.) * Question information (Question id, name, ref, etc.) * Response content (Response id, type, values, etc.) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Response | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Typeform Source: https://docs.monterey.ai/integrations/typeform Ingest Typeform survey results to Reforge Insights for consolidation and analysis ### Overview The integration with Typeform is a great way to get product insights with and from your survey results. With the integration, your team can: * Finally make sense of non-categorical survey results * Surface correlations between ratings and open-ended responses * Understand trends of user sentiment across survey results ### Get Started You can find the Typeform integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/Typeform). A user with access to both Reforge Insights as well as Typeform will need to authorize the connection. ### Ingest Responses Once Reforge Insights is authorized to access Typeform on your behalf, you can enable a setting on the **[integration settings page](https://insights.reforge.com/w/default/settings/integrations/Typeform)** to have Reforge Insights ingest new results data regularly. This process will run daily. Initially, we will pull ALL existing survey responses for selected surveys, and then regularly load new ones on an ongoing basis. Each response will be loaded into Reforge Insights, however, only text / multiple choice responses will generate feedback. The remaining data will be appended as metadata and still filterable. #### Data Collected When ingesting surveys, we collect the following data and attributes from the Typeform API: * Survey Metadata (Basic details such as the Survey id, name, type, creation time, etc.) * Question information (Question id, name, ref, etc.) * Response content (Response id, type, values, etc.) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Response | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Zapier Source: https://docs.monterey.ai/integrations/zapier Build custom automations to ingest feedback and transcripts with Zapier ## Overview The Reforge insights Zapier integration allows you to automate the flow of customer feedback, conversations, and customer data into your Reforge Insights workspace. With this integration, you can connect Reforge Insights to over 5,000+ apps in the Zapier ecosystem, enabling you to create powerful workflows that automatically capture and organize customer feedback from various sources. ## Set up ### Prerequisites 1. A Reforge Insights account with admin access to your workspace 2. A Zapier account (free or paid) 3. An API key from your Reforge Insights workspace ### Getting your API Key 1. Log in to your Reforge Insights workspace 2. Navigate to **Settings > API** in your workspace 3. Generate a new API key if you don't already have one 4. Copy the API key (you'll need this when setting up the Zapier connection) ### Connecting Reforge Insights to Zapier 1. Go to the [Zapier Dashboard](https://zapier.com/app/dashboard) 2. Click on "Create Zap" to start building a new automation 3. In the "Action" step, search for and select "Reforge Insights" 4. When prompted, enter your API key to authenticate the connection 5. Click "Continue" to proceed with setting up your Zap ## Available Actions The Reforge Insights Zapier integration provides several actions you can use in your Zaps: ### Create Feedback Creates a new feedback record in your Reforge Insights workspace. **Fields:** * **Title** (optional): A brief title for the feedback * **Description** (required): The main content of the feedback * **Tags** (optional): Labels to categorize the feedback * **Customer Name** (optional): Name of the customer providing feedback * **Customer Email** (optional): Email of the customer (used to identify unique customers) * **Rating** (optional): Numerical rating (typically 0-5) * **Source** (optional): Where the feedback came from (defaults to "ZAPIER") * **Source ID** (optional): Unique identifier for the feedback in its original system ### Create Transcript Creates a new transcript record in your Reforge Insights workspace. **Fields:** * **Title** (optional): A brief title for the feedback * **Description** (required): The main content of the transcript * **Tags** (optional): Labels to categorize the feedback * **Customer Name** (optional): Name of the customer providing feedback * **Customer Email** (optional): Email of the customer (used to identify unique customers) * **Rating** (optional): Numerical rating (typically 0-5) * **Source** (optional): Where the feedback came from (defaults to "ZAPIER") * **Source ID** (optional): Unique identifier for the feedback in its original system ### Create Customer Creates a new customer record in your Reforge Insights workspace. **Fields:** * **Name** (required): Customer's full name * **Email** (required): Customer's email address ### Identify Contact Creates or updates a contact record with detailed information. **Fields:** * **Contact ID** (required): Unique identifier for the contact * **Name** (optional): Contact's full name * **Email** (optional): Contact's email address * **Created At** (optional): When the contact was created * **Updated At** (optional): When the contact was last updated * **Account Information** (optional): Various fields to associate the contact with an account ### Identify Account Creates or updates an account record with detailed information. **Fields:** * **Account ID** (required): Unique identifier for the account * **Name** (optional): Account name * **Domain** (optional): Account's website domain * **Contract Value** (optional): Monetary value of the account * **Created At** (optional): When the account was created * **Updated At** (optional): When the account was last updated ### Create Conversation Imports a conversation with multiple messages into your Reforge Insights workspace. **Fields:** * **Conversation ID** (required): Unique identifier for the conversation * **Created/Updated At** (optional): Timestamps for the conversation * **Contacts** (required): Information about participants in the conversation * **Messages** (required): The content of the conversation, including message text, timestamps, and sender information ## Example Use Cases Here are some common ways to use the Reforge Insights Zapier integration: 1. **Import Customer Support Conversations**: Connect Intercom, Zendesk, or Help Scout to import customer conversations for analysis. 2. **Import text transcripts**: Connect a transcription service to send call transcripts to Reforge Insights. 3. **Track Social Media Mentions**: Connect Twitter, Facebook, or Instagram to capture mentions or comments about your product. 4. **Sync CRM Data**: Keep your customer and account data in sync between your CRM (like Salesforce or HubSpot) and Reforge Insights. 5. **Log Feature Requests**: Automatically capture feature requests from tools like Trello, Asana, or Jira. ## Building Your First Zap Here's a step-by-step example of creating a simple Zap that sends basic feedback from a form to Reforge Insights: 1. **Trigger**: Select your form tool (like "Google Forms" or "Typeform") as your trigger app 2. **Connect your form account** and select the form you want to use 3. **Action**: Select "Reforge Insights" as your action app 4. **Choose Action**: Select "Create Feedback" 5. **Connect your Reforge Insights account** using your API key 6. **Set up the feedback**: * Map the "What's your feedback?" question to the "Description" field in Reforge Insights * Map the "How would you rate your experience? (1-5)" question to the "Rating" field 7. **Test and activate** your Zap ## Troubleshooting If you encounter issues with your Zapier integration: 1. **Check your API key**: Ensure you're using a valid API key from your Reforge Insights workspace 2. **Verify field mappings**: Make sure required fields are properly mapped in your Zap 3. **Check Zap history**: Review the Zap history in Zapier to see detailed error messages 4. **Contact support**: If you continue to experience issues, contact Reforge Insights support ## Access Only administrators of your Reforge Insights workspace can set up the Zapier integration. # Zendesk Source: https://docs.monterey.ai/integrations/zendesk Ingest Zendesk Tickets ### Overview Zendesk empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insights with Zendesk, you can go deeper, getting the insights your teams need to provide better service, support, and product. ### Get Started You can find the Zendesk integration on your **[integration settings page](https://insights.reforge.com/w/default/settings/integrations/zendesk)**. A user with access to both Reforge Insights as well as Zendesk will need to authorize the connection. ## Advanced Configuration Zendesk integration configuration interface showing the three main sections: Choose what to include, Narrow down your tickets, and Choose the data to include After connecting your Zendesk account, you can customize exactly what data gets imported and how it's filtered. The Zendesk integration allows you to import tickets, comments, users, and organizations from your Zendesk instance with precise control over field selection and filtering criteria. ### Configuration Sections #### 1. Choose What to Include ##### **Include Ticket Comments** Enable this option to import comments associated with tickets in addition to the ticket content itself. Including ticket comments will increase the amount of data imported and may affect ingestion performance for large Zendesk instances. #### 2. Narrow Down Your Tickets Use filters to focus on specific types of tickets you want to analyze. This helps you import only the data that's relevant to your use case. All filtering is based on ticket data. While you can filter using related user, organization, or comment fields, the filtering always applies to which tickets get imported. ##### Filter Types and Operators Different field types support different filtering operators: **Available Operators:** * `contains` - Field contains the specified text * `does not contain` - Field does not contain the specified text **Examples:** * Subject contains "billing" * Description does not contain "resolved" **Available Operators:** * `is` - Field equals the specified number * `is not` - Field does not equal the specified number * `is greater than` - Field is greater than the specified number * `is less than` - Field is less than the specified number * `is less than or equal to` - Field is less than or equal to the specified number * `is greater than or equal to` - Field is greater than or equal to the specified number * `is empty` - Field is empty * `is not empty` - Field is not empty * `between` - Field falls within the specified range **Examples:** * Priority equals 3 * Satisfaction score is greater than 4 **Available Operators:** * `between` - Field falls within the specified date range * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Updated date range between 2024-01-01 and 2024-02-01 * Created date is empty **Available Operators:** * `is` - Field is any of the specified values * `is not` - Field is not any of the specified values * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Tags is "urgent" or "billing" * Status is not "closed" or "solved" **Available Operators:** * `is` - Field matches the specified boolean value (true/false) * `is not` - Field does not match the specified boolean value * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Is public is true * Has incidents is false ##### Multiple Filters When you add multiple filters, they are combined using an **AND** operator. This means tickets must match ALL filter criteria to be imported. Start with broader filters and gradually add more specific ones to fine-tune your data selection. #### 3. Choose the Data to Include Select which conversation, contact, and company fields to import. The data is organized into tabs representing different data types that can be ingested. ##### Data Type Tabs Core ticket information including subject, description, status, priority, and custom ticket fields. Information about ticket requesters, assignees, and other users including contact details and custom user fields. Company information associated with users and tickets, including custom organization fields. Ticket comments and their associated metadata (only visible when "Include Ticket Comments" is enabled). ##### Field Selection Fields marked as **Required** are essential for the integration to function properly and cannot be deselected. These fields include: * **Tickets**: `id`, `created_at`, `updated_at`, `organization_id`, `requester_id`, `submitter_id`, `subject`, `description` * **Users**: `id`, `created_at`, `updated_at`, `name`, `email` * **Organizations**: `id`, `domain_names`, `name`, `details`, `created_at`, `updated_at` * **Comments**: `id`, `author_id`, `body`, `created_at`, `type` Required fields are automatically included in the ingestion process regardless of selection status. **Preselected Fields**: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata like ticket types, assignee information, status details, and satisfaction ratings that are frequently needed for analysis. You can deselect any of these preselected fields if they're not relevant to your specific use case. Standard Zendesk fields that are available across all instances. These include common fields like: * Priority levels * Status values * Assignee information * Satisfaction ratings * Tags Select the fields that are relevant to your analysis and reporting needs. Custom fields created in your Zendesk instance are automatically detected and available for selection. These fields: * Are fetched directly from your Zendesk configuration * Include the custom field name and description * Support all standard filtering and selection options * Are stored with their original field names in the metadata Custom fields are dynamically loaded from your Zendesk instance, so any changes to custom fields in Zendesk will be reflected in the integration. ### Best Practices ### Next Steps After configuring your integration: 1. **Test the configuration** by triggering a manual sync 2. **Monitor the ingestion** to ensure data is being imported correctly 3. **Review the imported data** in your analytics dashboard 4. **Adjust filters and fields** based on your initial results 5. **Set up automated workflows** using the imported HubSpot data Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated. ### Data Collected Once Reforge Insights and Zendesk are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan's feedback volume limit. Each ticket that is accessible will be ingested, such that the ticket and, if enabled, associated comments are analyzed and visible in Reforge Insights. ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Ticket | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. # Zoom Source: https://docs.monterey.ai/integrations/zoom Ingest Zoom meeting transcripts ### Overview The integration with Zoom is a great way to get product insights from your team meetings with customers. With the integration, your team can: * Surface trends in customer meetings * Extract common feature requests, bug reports, and questions * Understand customer needs directly from meeting discussions * Summarize meeting communications into actionable product insights If this is a one time ingestion or low data volume, we recommend you upload via CSV or Zapier instead of building a continuous pipeline. ### Prerequisites * Admin access to your Zoom account * Access to Reforge Insights * Cloud recordings with transcripts enabled in your Zoom account ### Adding the App You can find the Zoom integration on your [**integration settings page**](https://insights.reforge.com/w/default/settings/integrations/zoom). A user with access to both Reforge Insights as well as Zoom will need to authorize the connection. You will need admin access to your Zoom account to authorize the connection ### Usage #### Features and Actions 1. **Selecting Users** * After connecting, you'll see a list of users from your Zoom account * Select the users whose meeting recordings you want to import * Only cloud recordings with transcripts will be available for import 2. **Importing Transcripts** * Once users are selected, the system will automatically import their meeting recordings * New recordings will be imported on a regular basis * You can view imported transcripts in your [Snippets](https://docs.monterey.ai/snippets) page 3. **Managing Data** * All imported transcripts are stored securely in Reforge Insights * You can view, search, and analyze transcripts through the platform * Transcripts are processed to extract feedback insights and trends #### Removing the App To remove the Zoom integration: 1. Go to your [**zoom integration settings page**](https://insights.reforge.com/w/default/settings/integrations/zoom). 2. Click "Disconnect Integration" #### Implications of Removal * The integration will stop importing new meeting recordings * Previously imported transcripts will remain in Reforge Insights * You will need to re-authorize if you want to reconnect in the future #### Data Handling * All previously imported transcripts will be retained in Reforge Insights * No data will be deleted from your Zoom account * You can request data deletion from Reforge Insights if needed ### Troubleshooting Common issues and solutions: 1. **Authorization Issues** * Ensure you have admin access to your Zoom account * Try logging out and back into both Zoom and Reforge Insights * Check if your Zoom account has the necessary permissions enabled 2. **Missing Transcripts** * Verify that cloud recordings are enabled in your Zoom account * Ensure transcripts are being generated for your meetings * Check if the selected users have recent recorded meetings with transcripts. On initial import, we look for meetings up to 1 week in the past. 3. **Connection Problems** * Clear your browser cache and cookies * Try using a different browser * Check your internet connection ### FAQ **Q: What permissions does the integration require?** A: The integration requires admin access to your Zoom account to read users, meeting recordings and transcripts, and meeting participants. **Q: How often are new recordings imported?** A: New recordings are imported automatically every 24 hours. **Q: What happens if I disconnect and reconnect the integration?** A: Previously imported transcripts will remain in the system, and new recordings will begin importing again. ### Support You can email us at [hello@reforge.com](mailto:hello@reforge.com) or use the widget on the bottom right of the Reforge Insights app to submit feedback. ### Data Collected For each selected user, we will load recording information including the following from the Zoom API: * Metadata (Basic details such as meeting date, title, meeting URL, etc) * Participants (A list of the meeting's participants) * Media (The media urls of the meeting) * Meeting transcripts (The full transcript content of the meeting) ### Pricing Volume Impact | Entity Type | Volume Impact | | :---------- | :-----------: | | Transcript | **10x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage. ### Alternative Methods If you do not have access to Zoom, but have meeting transcripts, you can still upload them directly to Reforge Insights by navigating to the [**feedback page**](https://insights.reforge.com/w/default/snippets/feedback) and then clicking "+ Feedback" and choosing "Import Transcripts". # Label Management (legacy) Source: https://docs.monterey.ai/knowledge-hub/labels Creating, managing and tuning labels for feedback triage. ## Overview Project areas and tags are workspace-defined labels that help triage feedback snippets. When auto-triage is enabled for a particular label, Reforge Insights will go ahead and auto assign a project area label when the feedback is ingested or the labels are backfilled, provided our AI models are confident in that prediction. While project area labels and tag labels work functionally similar in downstream uses (filtering, chat, reports, etc.), they have one key difference that necessitates the separation of the two. For a particular snippet when auto-triage is enabled: * 0 or 1 project areas can be auto-assigned * 0 or many tag areas can be auto-assigned Thus, it is often the case that there are many more tags applied since one snippet may have multiple. We suggest keeping this distinction in mind when building out labels for each of these. *Note: If a feedback item is split into multiple snippets, where each snippet has a different project area, you will see the parent feedback with multiple project areas. Additionally, you can also always manually add more than one project area label.* \-- Auto-triage performance will be influenced by a combination of clear label names, detailed label descriptions, and human-labeled examples that are captured throughout the workspace. A detailed description that will help create a successful auto-triaged label could include keywords associated with the label, plain english descriptions of the situations where a label should be assigned, and a minimization of company/workspace jargon that may be difficult for a language model to understand. Human-labeled examples can be very helpful in tuning a set of labels to a specific workspace. For example, we might expect multiple workspaces to have a label for "Design", but the exact definition/criteria for what feedback get's that label may differ in separate workspaces. Beyond a difference in label descriptions, the human-labeled examples are supplied to our triage models to further personalize their performance for each workspace! ## Creating and Updating Labels To create or update labels, navigate to the **Labels** tab in the "Project Areas" or "Tags" page, where you will see a list of all existing labels. When creating or updating a new label, you will be provided with a two page modal: * First, a form input for entering the labels name, description and auto-triage enablement. * Second, a select few snippets to optionally give positive or negative label assignments too.
## Labeling Feedback Snippet Examples The second tab in the "Project Areas" or "Tags" page will be labeled **Collect Label Examples**. This tab is a dedicated view for collecting human labels on snippets that were not able to be auto assigned a label upon ingestion or backfill. The list of snippets is ordered such that the snippets that would provide the most value to our model as examples are placed at the top. When selecting a new label or set of labels for a snippet, you may see some label options include an "AI suggestion" indicator. This indicator states that while we were not confident enough to auto-assign this label, we think it's still pretty likely this is the correct label. As these suggestions are confirmed or rejected with human labels, are models will become more confident in it's predictions over time. *Note: Human-labeled examples in this view are only saved when the "Apply Label Updates" is clicked, which will save all labels that have been human-labeled.* ## Managing Existing Human Labels The third and final label management tab is the **Manage Existing Labels** tab. This tab is dedicated view for viewing and updating all existing **human-applied** label assignments. These are helpful for seeing how existing snippets have been labeled, which will affect downstream auto-triage. Additionally, if a label is changed substantively, it would be prudent to find all human labeled examples for that label and update as needed. ## Label Backfill The final action you will find in the label management pages is the **Backfill Labels** button in the top-right. Clicking this button will run labeling auto-triage across all unlabeled snippets in your workspace. You may want to run backfill if: * You have added and/or removed labels, or substantively updated label titles/descriptions * Applied, removed or updated any human labels # Connect to MCP Server Source: https://docs.monterey.ai/knowledge-hub/mcp-server How to connect to the Reforge Insights MCP server from various AI clients. ## Overview The Reforge Insights MCP (Model Context Protocol) server provides direct access to your feedback data through AI clients like Cursor, Claude Code, and others. This integration allows you to query your insights data naturally using AI assistants. **What you can do:** * **Search your feedback data** using natural language queries with AI-powered filtering * **List and access your workspaces** to work with the right dataset * **Generate product documents** (PRDs, user stories, roadmaps, and more) based on real customer feedback ## Usage ## Available Tools ### 1. `search_snippets` **What it does:** Searches through your customer feedback using AI-powered semantic search and intelligent filter extraction. The tool understands context and automatically applies relevant filters (date ranges, sentiment, sources, etc.) based on your natural language query. **When to use it:** * Finding feedback about specific features or issues * Understanding customer pain points * Analyzing sentiment around topics * Discovering trends over time * Preparing data for document generation **Example queries:** * "Help me find feedback about the search feature not working" * "What are people struggling most with?" * "Main issues from the last 2 weeks" * "Summarize user reviews about onboarding flows from the last 3 months" * "Show examples of feedback like 'I like the new homepage redesign'" * "When did we first see a bug about the settings page?" **How it works:** The tool automatically: * Extracts relevant filters from your query (dates, sentiment, feature areas, etc.) * Performs semantic search to find related feedback * Returns ranked, contextualized feedback snippets **Response format:** Returns a JSON object containing relevant feedback snippets with metadata, filters applied, and contextual information. *** ### 2. `generate_document` **What it does:** Creates professional product management documents based on customer feedback and best practices. The tool searches for relevant feedback based on your query, then generates a structured document following industry-standard templates. Current supported document types: | Document Type | Description | | ----------------------------------- | ---------------------------------------------------------------------------------- | | Product Roadmap | Articulate vision and milestones for product | | Product Brief | Concise overview of product strategy and goals | | Positioning Doc | Articulate how your product should be differentiated and perceived in the market | | Use Case Map | Articulate the problem, persona, alternatives, frequency, and why to use a product | | Feature Map | Define, prioritize, and evaluate features | | Product Requirements Document (PRD) | Align teams, clarify goals and guide product success | | GTM Plan | A Go to market document that helps you with product launches | | Product Messaging Doc | Create guidelines for how to communicate details about your product | | Project Plan | Align on tasks, timelines, and responsibilities | | Technical Specification | Align on the technical details that will dictate an implementation | | Decision Framework | Help team leads build a standard process for making decisions | | PMF Narrative | Get your team aligned on a vision for a new product | | Feature Prioritization | Create a plan for prioritizing product features | | Custom Document | Generate any custom document type based on your specific needs | **Example queries:** * "Create a PRD for improving our search functionality based on recent feedback" * "Generate a product roadmap focused on mobile app enhancements from the last quarter's feedback" * "Build a feature prioritization document using feedback about our checkout flow" * "Write a GTM plan for our new dashboard feature based on user requests" * "Create a technical specification for the notification system improvements users have been asking for" **How it works:** The tool automatically: * Analyzes your query to understand the document type and topic * Searches for relevant customer feedback to support the document * Generates a well-structured document following best practices and templates * Incorporates real customer quotes and insights where appropriate *** ### 3. `list_workspaces` **What it does:** Lists all workspaces you have access to with their IDs and names. Most often used internally to identify which workspace you want to work with if multiple workspaces are available. **When to use it:** Use this as your first step to identify which workspace you want to work with. You'll need the workspace ID for other operations. **Example usage in an AI chat:** `"Show me all my workspaces"` **Response format:** ```json theme={null} { "workspaces": [ { "id": "workspace-123", "name": "My Product Team" } ], "message": "Select a workspace by using its ID in other tools" } ``` ## Limitations & What to Expect ### Available Tools The MCP server provides access to **three specific tools** designed for efficient AI-powered workflows: 1. **`search_snippets`** - Fast semantic search across your feedback 2. **`generate_document`** - Create product documents from feedback 3. **`list_workspaces`** - List available workspaces These tools are optimized for AI assistant interactions and may differ from other Reforge Insights features you're familiar with. ### Search Performance & Scope **Fast Search Design:** The `search_snippets` tool is designed for **speed and efficiency** in AI workflows. It provides quick, relevant results to keep your AI conversations flowing smoothly. **How it differs from Ask Monty:** * **Ask Monty datasets** perform deep, comprehensive analysis across your entire feedback corpus - great for thorough research that will find all relevant feedback, even in the largest workspaces. * **MCP snippet search** is optimized for rapid retrieval - perfect for quick queries and iterative AI conversations, but will only return the top \~100 snippet texts (but will include any high level label distribution data) **When to use each:** * Use **MCP snippet search** when you need fast results during an AI conversation (e.g., "find recent feedback about login issues") * Use **Ask Monty** when you need comprehensive analysis or working with large datasets (e.g., analyzing all feedback patterns over 6 months) ### What's Not Available The MCP server focuses on search and document generation. For other Reforge Insights capabilities like: * Creating or editing tags * Managing integrations * Accessing detailed analytics dashboards * Training auto-triage models * Creating custom reports ...please use the main Reforge Insights web application at [insights.reforge.com](https://insights.reforge.com). ## Installation To install, follow the directions for the client of your choice below. After you connect your client, you will need to restart the client in order to load the tools and authenticate. If you normally sign in to Reforge Insights from a specific browser or browser profile, ensure that it was the last browser active. The authentication process will ask you to sign in, or if you are already signed in, it will quickly open and close your browser. ### Claude Desktop To connect Claude Desktop to the Reforge Insights MCP server: 1. Open Claude Desktop 2. Go to **Settings** → **Developer** 3. Click **Edit Config** 4. Add the following configuration to your `claude_desktop_config.json`: ```json theme={null} { "mcpServers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } ``` If you already have other MCP servers configured, simply add the `"reforge-insights"` section to your existing `"mcpServers"` object. ### Claude Code To connect Claude Code to the Reforge Insights MCP server: 1. In your terminal, run: `claude mcp add --transport http reforge-insights https://insights.reforge.com/api/v1/mcp` 2. Start Claude code and enter `/mcp` to find the reforge-insights server. Click enter on it to authenticate. It will ask to open your browser. Ensure you're in a browser session that has access to your Reforge Insights account. ### ChatGPT (OpenAI) To connect ChatGPT with Developer Mode to the Reforge Insights MCP server: 1. Enable Developer Mode in your ChatGPT settings 2. Navigate to **Settings** → **Developer Mode** → **MCP Servers** 3. Add the following configuration: ```json theme={null} { "mcpServers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } ``` **Note:** Developer Mode with MCP support is currently available for ChatGPT Plus and Team users. After configuration, restart ChatGPT to load the server. ### Cursor To add the MCP server to Cursor: 1. Open Cursor settings 2. Navigate to the MCP configuration section 3. Add the server configuration: ```json theme={null} { "mcpServers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } ``` ### Windsurf For Windsurf IDE: 1. Access the MCP settings in Windsurf 2. Add the Reforge Insights server: ```json theme={null} { "mcp": { "servers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } } ``` ### Continue For Continue in VS Code: 1. Open the Continue extension settings 2. Edit the MCP configuration: ```json theme={null} { "mcpServers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } ``` ### Cline (formerly Claude Dev) For Cline VS Code extension: 1. Open Cline settings in VS Code 2. Configure the MCP server: ```json theme={null} { "mcp": { "servers": { "reforge-insights": { "command": "npx", "args": ["mcp-remote", "https://insights.reforge.com/api/v1/mcp"] } } } } ``` ## Authentication The MCP server uses your existing Reforge Insights authentication. Make sure you're logged in to your Reforge Insights account in your browser, as the server will use your session cookies for API access. ## Troubleshooting **Connection Issues:** * Ensure you have `npx` installed (`npm install -g npx`) * Verify your Reforge Insights account has API access * Check that you're logged in to Reforge Insights in your browser **Configuration Issues:** * Validate your JSON configuration syntax * Restart your AI client after making configuration changes * Check the client's documentation for MCP-specific setup requirements For additional support, contact our team through your Reforge Insights dashboard. # Organize feedback with Tags Source: https://docs.monterey.ai/knowledge-hub/tags Tags in Insights help you organize and train your data, making feedback clustering and analysis more accurate over time. Gif image showing how to add a tag, description, group, and color ### Creating Tags * **Add new tags** for projects, teams, features, or other focus areas. * Tags are especially helpful for unique or specific feature names, project codenames, or internal company terms that may be more difficult for our AI to detect and understand. * Each tag includes: * A **short label** and **description** for clarity * An optional **color** for easy recognition * A **tag group** for organization Gif image showing how to add a tag, description, group, and color ### Auto-triage & AI labeling * Use **auto-triage** to automatically label new feedback as it comes in. * This trains the system’s AI model to **sort future feedback into the right clusters**, improving the accuracy of themes and reports. * Once you've added a tag, you'll have the option of reviewing a few existing snippets to apply the new tag to help kickstart labeling. Gif image showing how to turn on auto-triage to automatically tag new data as it comes in, and how to give feedback by assigning tags to existing feedback snippets ### Managing Tags * **Edit or move** tags between groups anytime. An image showing how to move tags within groups * **Delete tags** you no longer need. An image showing how to delete a tag ### Training your data * In **Data training**, you’ll see a selection of feedback snippets. * Assigning tags here **teaches the AI model** how to classify similar feedback in the future. * In some cases, you'll see a recommended tag to assign based on the snippet content. * Over time, this makes your feedback clustering and insights more precise. A gif showing how to train tags by adding tags to sample snippets ### Syncing data * Within a **tag group** or across all tags, you can **sync your data** after adding or editing tags. * Syncing updates your AI model to ensure feedback is categorized correctly in future analyses. Image showing how to sync the latest data around a tag, group, or all tags ### Viewing tagged feedback * From any tag or tag group, you can see **all feedback snippets** associated with it. * From the **Snippets** page, review and manually adjust tags on individual feedback items. * This gives teams a focused view of customer input for their specific area of work. Image showing how to view data associated with a tag *** Tags ensure that as your feedback grows, it stays **organized, accurately clustered**, and actionable for everyone on your team. # Metadata Source: https://docs.monterey.ai/metadata Configure and use metadata across the platform Metadata are a key data source for understanding and analyzing a workspace's customer feedback. There are 3 classes of metadata we store and utilize in Reforge Insights: * Feedback Metadata: metadata that is tied to a specific feedback item, such as the version of the app of an iOS review * Customer Metadata: metadata that tied to the customer providing feedback, such as a job title, username, or tracked user-event * Account Metadata: metadata that is tied to the overarching account of a group of customers, such as an account contract value All 3 classes of metadata are configurable and usable throughout the app. # Configuration Metadata is configurable in the metadata configuration page in Workspace Settings -> Metadata. The first thing you will see is a list of all available metadata keys, split into separate tables by the class of metadata. Each will have the following properties: * Key: the provided metadata key (non-editable) * Name (optional): a user provided plain-language name for the metadata key * Description (optional): a user provided plain-language description for the metadata key * Type: the data type of the metadata key values (string, boolean, integer, float, long) * Enabled: whether the key is enabled for use throughout the workspace snippets The name and description are optional fields that let users describe in plain-language what the metadata key values describe. These fields are particularly helpful when the keys are containing company-specific terms or formatted oddly from the source. By providing plain-language descriptors, we will better be able to use these metadata keys in AI-enabled features like chat filter extraction. For metadata key-value types, users have the ability to select any possible type based on the values for that key. For example, if the a key has values `2, 2.1, 2.1.0`, there are a couple of type options we can choose: * String: will include all 3 values and treat each as a string categorical value * Float: will include the 2 values that can be cast as float (2 and 2.1) * Integer or Long: will include 1 value that can be cast as an integer or float (2) By default we will set the type for each key to string since all metadata key values can be cast as a string. To edit any key's configuration, simply expand that key's row where you can then edit the name, description, type and enabled fields. On the right pane, you will also be provided a data preview of the metadata key values based on the selected type, which should help the user understand the effect of any changes. snippets # Platform Use ## Feedback and Snippet Views The most clear view you will have to observe these metadata values is in a feedback and snippet expanded view. On the sidebar, you will see each of the 3 metadata classes available as configured in the sidebar under "Account", "Customer metadata" and "Feedback metadata": snippets ## Home Dashboard Metadata will also be immediately available for use in the homepage dashboard. Simply select the volume dropdown on the main dashboard chart, and you will see all string-typed and enabled metadata keys available to be plotted. snippets ## Custom Reports Like on the homepage dashboard, metadata is also available for use in any custom reports, either as a filter or for charting. To add a chart using enabled metadata, simply add a new chart to the report (or edit a new one), and the enabled metadata keys will be available for all charting purposes. snippets ## Chat Metadata is generally available in AI-enabled chat features under the following conditions: * the metadata key is enabled in the metadata settings configuration * the metadata key type is "string" (non-string types can be used in manual chat dataset filters) The first area in chat you will be able to use metadata in is for dataset extraction (see general docs for chat here). Depending on the metadata keys that are enabled, you will be able to describe filters using those metadata keys that are part of your query to help build your queries dataset(s). Providing names and descriptions for the metadata keys in the configuration settings will help improve the precision of metadata filter extractions. You also can manually add metadata filters like any other feedback filter, either by creating an additional dataset, or editing an existing one. snippets Beyond chat dataset filters, metadata is also able to be used in the chat produced charts. The metadata keys to plot will either be extracted from the user query if they are described their, or the user can edit the initial chart and plot the feedback data by metadata keys on the x or y-axis. snippets ## Cohorts A great way to utilize customer and account metadata is when creating and viewing customer cohorts. Since enabled-metadata is available alongside any other possible filters, we can easily create cohorts tied to those customer and account metadata keys. snippets # Advanced Features Source: https://docs.monterey.ai/monty/advanced-features Power user tips and advanced capabilities # Advanced Features Take your Ask Monty usage to the next level with these advanced features and techniques. ## Conversation Management ### Saving Conversations Important conversations can be saved for future reference: 1. Complete your analysis in a conversation 2. Click "Save" in the conversation menu 3. Find it later in your "Saved" list save-conversation **Use saved conversations for:** * Recurring analysis (weekly, monthly reviews) * Reference examples for your team * Templates for common questions * Audit trail of insights ### Sharing Conversations Share insights with anyone: 1. Generate a public share link 2. Recipients can view the conversation 3. They see all questions, datasets, and responses 4. No login required for viewers share-conversation **What's included in shared links:** * Full conversation thread * All responses (text, charts, examples) * Dataset information (not full data) * Public view only (no editing) **Use cases:** * Share insights with stakeholders * Include in reports and presentations * Collaborate with other teams * Customer-facing reports ## Alternative Entry Points You can also start a conversation from the following places: * Custom reports * Filtered feedback snippet views * The survey analysis page * The interview analysis page When coming from these locations, the original query will be pre-filtered based on the feedback filters present in the view. For example, if you are coming from a report around "checkout bugs", and ask, "how's it been going the past week?", the chat will center around a dataset of checkout bugs from the last week. alternative-entry-points ## Metadata and Custom Fields ### Using Metadata in Questions If you have custom metadata fields configured: ``` "Show feedback by app version" "Compare feedback from paid vs free users" "What are enterprise customers saying?" "Chart bugs by operating system version" ``` ### Available Metadata Types * **Feedback metadata**: Version, platform, environment * **Customer metadata**: Plan tier, signup date, status * **Account metadata**: Company size, industry, ARR To enable metadata for use in your worksapce, navigate to Settings -> Metadata, and enable "Chat Use" for each metadata key you want to use. *Note: Metadata is only available for up to 10 metadata keys per workspace at this time.* ### Filtering by Metadata ``` "Summarize feedback where app_version is 2.5.0" "Show bugs from users on the pro plan" "Compare feedback across different company sizes" ``` metadata-filter ## Competitor Analysis If you have competitors configured: ### Creating Competitor Datasets ``` "What are customers saying about [Competitor]?" "Show feedback mentioning [Competitor's feature]" "Compare our pricing to [Competitor]'s pricing in customer feedback" ``` competitor-analysis ### Competitor vs Your Product ``` "Compare feedback about our checkout to [Competitor]'s checkout" → Dataset 1: Your checkout feedback → Dataset 2: Competitor mentions in your feedback → Comparative analysis ``` ### Analyzing Competitor Feedback Monty can analyze: * **Comparison mentions**: "X is better than Y" * **Feature requests**: "Add Z like competitor has" * **Migration reasons**: "Switched from/to competitor" # Asking Questions Source: https://docs.monterey.ai/monty/asking-questions How to ask effective questions and get the insights you need # Asking Effective Questions The key to getting great insights from Ask Monty is asking clear, specific questions. This guide will help you craft queries that get you exactly what you need. ## Question Structure The best questions include three elements: 1. **What you want to know** (action): Summarize, compare, show, list, find, analyze 2. **What data to look at** (subject): bugs, feature requests, complaints, praise 3. **How to filter it** (constraints): time range, source, segment, category ### Examples ✅ **Good Questions:** ``` "Summarize the top complaints about onboarding in the last 60 days" → Action: Summarize → Subject: Complaints about onboarding → Constraint: Last 60 days "Compare iOS vs Android app store reviews on performance" → Action: Compare → Subject: Performance feedback → Constraint: iOS vs Android app stores "Show me trend of checkout errors over the past year by month" → Action: Show trend → Subject: Checkout errors → Constraint: Past year, monthly grouping ``` ❌ **Less Effective Questions:** ``` "bugs" → Too vague - what about bugs? Which timeframe? "show me feedback" → Not specific - what kind of feedback? About what? "compare last quarter to now" → Missing subject - compare what? ``` ## Natural Language Understanding Monty interprets your questions using natural language processing, so you don't need to memorize commands or syntax. However, understanding how certain words guide the analysis can help you get better results. When you want a written analysis with themes and insights, use words like "summarize," "explain," or "what are customers saying about." These trigger Monty to provide narrative summaries with citations. For visual analysis, verbs like "show," "plot," or "chart" signal that you want data visualization. Ask "plot feature requests over time" to see trends, or "show sentiment distribution" for a breakdown. When you need concrete evidence, phrases like "list examples," "find feedback about," or "give me 10 cases where" will surface actual customer quotes and snippets. For comparative analysis, naturally phrase questions as "compare X to Y" or "how does our iOS feedback differ from Android." Monty automatically creates multiple datasets and analyzes the differences. Time expressions work intuitively—"last 30 days," "this quarter," "since March," or "in 2024" all set appropriate date filters. Similarly, mentioning sources ("from app store reviews"), categories ("about bugs"), or customer segments ("enterprise accounts") naturally filters your data without special syntax. question-structure ## Common Question Patterns When exploring unfamiliar territory, start with broad discovery questions like "What are the top themes in feedback from the last month?" These help you understand the landscape before diving into specifics. You might ask what users are struggling with most, or what's new in this week's feedback. To understand how things change over time, frame questions around trends: "How has sentiment changed since our redesign?" or "Are complaints about checkout increasing?" These temporal questions help you spot patterns and react to emerging issues. Comparing segments reveals differences between user groups. Ask how iOS feedback differs from Android, or what enterprise customers want versus SMBs. These comparative questions create multiple datasets that Monty analyzes side-by-side. For deep dives into specific topics, narrow your scope with targeted questions. Find all mentions of a particular feature, or list examples where users mention multiple related issues. These focused queries help you understand nuanced problems in detail. When you need concrete numbers rather than themes, ask quantitative questions: "How many bugs were reported last month?" or "Which category has the most feedback?" These questions often result in charts showing volumes and distributions. ## Refining Your Questions The most effective questions include specific timeframes rather than vague references to "recent" feedback. Being explicit about date ranges helps Monty understand exactly what period you're analyzing. When you know the categories or tags in your system, reference them directly. Instead of asking generally what people complain about, specify that you want complaints tagged as "billing" or "pricing." The format of your answer matters, too. If you want visualization, say "create a chart." For narrative analysis, say "summarize." This small clarification can save a follow-up question. Monty maintains conversation context, so use it to your advantage. Start with a broad question, then refine: "Summarize feedback about search" followed by "Show me specific examples of those search issues" and "Now compare that to last quarter." Each question builds on the previous context. You can combine multiple filters in a single question when you know what you need: "Show me negative feedback about onboarding from enterprise customers in the last 90 days." Monty will apply all constraints simultaneously. ## What to Avoid Keep questions focused on feedback analysis rather than general knowledge or unrelated topics. Monty is designed to help you understand customer feedback, not answer questions about the weather or how to build websites. Avoid bundling multiple unrelated requests into one question. "Show me bugs and also create a PRD and compare sentiment" tries to do too much at once. Break complex asks into sequential steps for better results. Single-word queries like "reviews" or "bugs" lack the context Monty needs. After your initial question establishes a topic, follow-ups can be more concise, but starting conversations requires specificity. *** **Next:** [Understanding Responses →](./understanding-responses) # Working with Datasets Source: https://docs.monterey.ai/monty/datasets Understanding and managing the datasets Monty creates # Working with Datasets Datasets are the foundation of how Ask Monty works. Every time you ask a question, Monty creates focused datasets of feedback that are then used to generate your answer. ## What is a Dataset? A dataset is a filtered collection of feedback snippets that match specific criteria. Think of it as a saved search tailored to your question. **Example:** ``` Your question: "Summarize mobile app feedback from January" Monty creates a dataset: - Name: "Mobile app feedback from January" - Filters: Source = Mobile, Date = Jan 1-31 - Snippets: 347 matching feedback items ``` dataset-filters ## Dataset Components Each dataset card displays a descriptive title (like "Checkout bugs • Last 60 days"), the total snippet count, and creation date. Below that, you'll see all applied filters: time ranges, sources, categories, projects, tags, sentiment, text keywords, metadata fields, and customer segments. This transparency lets you verify that Monty understood your question correctly. Key actions are available on every dataset: you can export everything to CSV for external analysis, create a custom report around that specific dataset, or view the actual feedback snippets. If the filters aren't quite right, rephrase your question to create a new dataset with better constraints. ## Dataset Types Monty creates different dataset types depending on what you're asking about. **Feedback datasets** are the most common, pulling from your standard product feedback across app stores, email, chat platforms like Intercom or Zendesk, reviews, and custom sources. These appear whenever you ask about customer complaints, bugs, feature requests, or general feedback topics. **Survey datasets** load when you ask about NPS scores, CSAT results, or custom survey responses. They include both quantitative scores and open-ended text responses, letting you analyze ratings alongside qualitative feedback. survey dataset **Interview datasets** come from structured customer research, containing transcript snippets, interview goals, and participant information. Use these when you want to analyze insights from your customer interview programs. survey dataset **External datasets** pull from integrated sources like GitHub issues, Jira tickets, or other development tools. These include issue titles, status labels, dates, assignees, and links back to the original items. They're particularly useful for connecting customer feedback to your team's work. survey dataset **Competitor datasets** (if configured) focus on what customers say about competitors, featuring comparison mentions and references to competitor features. **Web search datasets** surface news coverage, online discourse, and public perception through web page excerpts and publication dates. survey dataset ## Working with Multiple Datasets Many questions require Monty to create and compare multiple datasets. ### Comparison Queries ``` "Compare feature requests from 2024 vs 2023" → Dataset 1: Feature requests in 2023 → Dataset 2: Feature requests in 2024 → Comparative analysis using both datasets ``` ### Segment Analysis ``` "How does mobile feedback differ from web?" → Dataset 1: Mobile feedback → Dataset 2: Web feedback → Comparison summary ``` survey dataset ### Complex Multi-Dataset Questions ``` "Compare iOS and Android performance feedback to competitor mentions" → Dataset 1: iOS performance feedback → Dataset 2: Android performance feedback → Dataset 3: Competitor performance mentions → Three-way comparison ``` ## Dataset Actions ### Exporting Datasets Export any dataset to CSV for external analysis: 1. Click the dataset menu (three dots) 2. Select "Export to CSV" 3. The exported CSV file will be saved to your browser's downloads folder **The CSV includes:** * Feedback content/title * Source and creation date * Categories, projects, tags * Sentiment scores * Custom metadata * Customer details (name, email, etc.) ### Reusing Datasets Within a conversation, Monty automatically reuses datasets when appropriate: ``` You: "Summarize checkout feedback from last month" → Creates "Checkout feedback • Last 30 days" dataset You: "Show me specific examples" → Reuses the same dataset (no need to recreate) You: "Now chart that by sentiment" → Still using the same dataset ``` This makes follow-up questions faster and ensures consistency. ## Dataset Best Practices Before diving into analysis, check that your dataset has sufficient data. While 500+ snippets enable robust insights and 100-500 provides good coverage, anything below 50 snippets might need broader filters. Dataset size directly affects the reliability of patterns Monty can identify. After Monty creates a dataset, take a moment to verify the filters match your intent. Check that date ranges are correct, the right sources are included, and categories align with what you asked for. If something looks off, rephrase your question to create a more accurate dataset. When comparing time periods, use equivalent ranges for fair comparison. Full months work better than rolling windows like "last 30 days" versus "previous 30 days," which might include different day-of-week distributions that skew results. Remember that filters define what's included and excluded. Filtering to "bugs" means you won't see feature requests; filtering to "enterprise" excludes SMB feedback. Narrower isn't always better—sometimes you need breadth to understand the full picture. For complex analysis beyond what Monty provides, export datasets to CSV and use Excel for pivot tables, your BI tools for custom visualizations, or statistical analysis software for deeper investigation. ## Dataset Limitations ### Time Range Limits Some dataset types have restrictions: * **External datasets (GitHub/Jira)**: Maximum 60 days * **Web search**: Shows recent results * **Feedback datasets**: No hard limit If you request data outside these ranges, Monty will use the maximum available and let you know. ### Data Availability Datasets can only include what's been ingested: * Feedback must be imported into the system * Surveys must be created and run * Integrations must be connected * Historical data depends on when ingestion started ### Performance Considerations Very large datasets (10,000+ snippets) may: * Take longer to process * Hit token limits in text responses * Be sampled for analysis Monty will handle this automatically but mention if sampling occurs. ## Troubleshooting When a dataset returns zero results, the most common culprits are time ranges that are too narrow, sources that haven't imported data, or misspelled categories and tags. Monty will suggest adjustments when this happens. Try expanding your time range, removing some constraints, or checking that your filters reference correctly spelled categories. If you get fewer results than expected, broaden your scope by extending the time period, using less specific categories, making keywords more general, or including additional sources. Sometimes filters that seem right are actually excluding relevant data. When a dataset's filters don't match your intent, rephrase your question with more explicit constraints. Be specific about the time range, sources, categories, and any other filters you want applied. Sometimes a small change in phrasing helps Monty better understand what you're looking for. *** **Next:** [Surveys & Interviews →](./surveys-interviews) # External Integrations Source: https://docs.monterey.ai/monty/external-integrations Analyzing data from GitHub, Jira, Linear and web sources # External Integrations Ask Monty can pull in data from external sources to give you a complete picture of your product and customer feedback, including development work, issue tracking, and public discourse. ## GitHub Integration ### What Can Monty Analyze? * **GitHub Issues**: Bug reports, feature requests, discussions * **Pull Requests**: Code changes, reviews, merge status survey dataset ### Asking About GitHub ``` "Summarize GitHub issues from the past week" "What pull requests were merged last month?" "Show me open issues labeled 'bug'" "List recent GitHub activity" ``` **Time range options:** * Maximum lookback: 60 days * Can specify: "last week", "past 30 days", "this month" ### GitHub Data Fields For each issue/PR, Monty has access to: * **Title and description** * **State**: Open, closed, merged (for PRs) * **Labels**: bug, enhancement, documentation, etc. * **Dates**: Created, updated, closed * **Key**: Issue/PR number * **URL**: Link to the item * **Assignees and authors** (when available) Github issues dataset ### Use Cases GitHub integration excels at creating development summaries. Ask for an executive summary of the team's work over the past month, and Monty pulls all issues and PRs to summarize what's been completed, what's in progress, and what's planned. This is particularly useful for sprint retrospectives—"Summarize closed GitHub issues from the last 2 weeks"—giving you a quick view of completed work. For bug tracking and feature planning, query open issues directly: "What bugs are currently open in GitHub?" or "Show me the most recent feature requests." These queries help with prioritization and roadmap planning, and you can export the results for further analysis. Github issues response text ### Combining with Customer Feedback Link customer feedback to development work: ``` "Compare customer bug reports to open GitHub issues" → Dataset 1: Customer-reported bugs → Dataset 2: Open GitHub bug issues → Analysis shows which customer issues have corresponding dev work ``` **Powerful for:** * Prioritizing GitHub issues based on customer pain * Checking if customer requests have tickets * Reporting back to customers on fix status ## Jira Integration ### What Can Monty Analyze? * **Jira Issues**: Stories, bugs, tasks, epics * **Status tracking**: To-do, in progress, done * **Sprint information**: Current and past sprint work Jira issues dataset ### Asking About Jira ``` "Summarize Jira tickets from the past month" "What issues are currently in progress?" "Show me completed work from this sprint" "List open bugs in Jira" ``` **Time range options:** * Maximum lookback: 60 days * Can specify: "last week", "this sprint", "past 30 days" ### Jira Data Fields For each issue, Monty has access to: * **Summary and description** * **Issue type**: Bug, story, task, epic * **Status**: To-do, in progress, done, etc. * **Priority**: High, medium, low * **Dates**: Created, updated, completed * **Key**: Issue ID (e.g., PROJ-123) * **URL**: Link to the Jira ticket * **Assignee and reporter** * **Labels and components** Jira issues dataset - expanded ### Use Cases **Team Status Reports:** ``` "What work has the team completed in the past 2 weeks?" → Pulls completed Jira issues → Perfect for status updates to leadership ``` **Sprint Summaries:** ``` "Summarize our current sprint work" → Shows in-progress and completed items → Great for daily standups or sprint reviews ``` **Bug Analysis:** ``` "How many critical bugs are open right now?" → Filters to high-priority bugs → Helps with triage and planning ``` **Roadmap Alignment:** ``` "What features are we building this quarter?" → Shows feature/story tickets → Aligns with product roadmap discussions ``` ### Combining with Feedback Connect development work to customer needs: ``` "Compare feature requests from customers to our Jira roadmap" → Dataset 1: Customer feature requests → Dataset 2: Jira feature tickets → Shows gaps and alignments ``` ## Linear Integration ### What Can Monty Analyze? * **Linear issues**: Stories, bugs, tasks, projects * **Workflow states**: Team-specific states (backlog, in progress, done, custom) * **Cycles**: Current and past cycles by team or number * **Priority + labels**: Structured filters for urgency and tags * **Teams & assignees**: Exact matches on team keys and user names Github issues response text ### Asking About Linear ``` "Show Linear issues for the Research team updated this week" "Summarize high-priority Linear bugs that are labelled regression" "Shoe me low-priority issues from the Research team that are in the Backlog" "List Linear tickets labeled onboarding" "What did we complete in Linear in cycle 1?" ``` **Time range options:** * Maximum lookback: 60 days * Date filters can target `createdAt` or `updatedAt` depending on whether you ask for new issues or recently updated work ### Linear Data Fields For each Linear issue, Monty has access to: * **Title and description** * **Workflow state**: Team-aware state matching (e.g., "In Review", "Blocked") * **Priority**: Mapped to your Linear priority scale * **Labels**: Single or multiple labels mentioned in your question * **Projects and teams**: Exact project name matches or combinations * **Cycles**: Cycle name or number, including "current cycle" detection * **Assignee information** * **Dates**: Created and updated timestamps (60-day rolling window) * **URLs and issue identifiers** Monty translates natural language into Linear filters—matching teams, workflow states, labels, cycles, and priorities only when they exist in your workspace. Ambiguous references remain unfiltered to avoid incorrect assumptions, and “recently updated” questions automatically switch to the `updatedAt` field. ### Use Cases **Team Health Checks:** ``` "Summarize Linear tickets for team Platform updated in the last 14 days" → Filters by team key and updatedAt → Perfect for weekly team reviews ``` **Cycle Reviews:** ``` "What work is in the current Linear cycle?" → Identifies the active cycle per team → Surfaces in-progress and completed issues ``` **Bug & Priority Triage:** ``` "Show high-priority Linear bugs assigned to Alex" → Matches assignee, priority label, and issue label → Ideal for daily standups ``` **Roadmap Tracking:** ``` "List Linear issues for Project Mercury that are blocked" → Combines project name with workflow state → Supports cross-functional reporting ``` ### Combining with Feedback ``` "Compare customer bug reports to Linear issues labeled 'payments'" → Dataset 1: Customer bug feedback → Dataset 2: Linear bugs filtered by label and state → Highlights which customer-reported issues have tickets ``` Use Linear data alongside feedback to validate whether high-pain themes already have engineering coverage, identify gaps, and ensure Monty’s summaries cover both customer voice and delivery progress. ## Web Search ### What Can Monty Search? Monty can search the web for: * News articles about your product * Public discussions and reviews * Competitor information * Industry trends * Blog posts and social mentions Web search dataset - expanded ### Asking About Web Content ``` "What has the news said about our recent product launch?" "How is our product being discussed online?" "Search the web for mentions of [feature]" "What are people saying about [competitor] online?" ``` ### Web Search Data Results include: * **Page titles** * **Highlighted excerpts**: Most relevant passages * **URLs**: Links to sources * **Published dates**: When content was created * **Relevance scores**: How well each result matches web-search-results ### Use Cases **Launch Monitoring:** ``` "Search the web for news about our [product] launch" → Finds recent coverage → Shows public reception ``` **Competitive Intelligence:** ``` "What are people saying about [competitor]'s new feature?" → Gathers competitive insights → Informs strategy ``` **Sentiment Check:** ``` "How is [our feature] being received online?" → Shows public discourse → Complements internal feedback ``` **Industry Research:** ``` "What are the latest trends in [industry]?" → Finds thought leadership and news → Provides market context ``` **Validation:** ``` "Compare our customer feedback about [issue] to what's being said online" → Dataset 1: Internal customer feedback → Dataset 2: Web search results → Shows if internal feedback aligns with public perception ``` Web search dataset - expanded ## External Data Limitations ### Time Ranges * **GitHub**: Maximum 60 days of history * **Jira**: Maximum 60 days of history * **Linear**: Maximum 60 days of history * **Web search**: Recent results prioritized * **Feedback**: No time limits If you request longer ranges, Monty will use the maximum available and inform you. ### Data Freshness External data is fetched in real-time when you ask, but: * Recent activity may take minutes to appear * Historical data depends on integration setup date * Web search shows indexed content (may lag by hours/days) ### Access Requirements External integrations must be connected and authorized: * **GitHub**: Repository access configured * **Jira**: Project access configured * **Web search**: No special setup needed If an integration isn't available, Monty will let you know. ## Best Practices External integrations work best when combined with internal customer feedback. Don't just ask "What GitHub issues are open?"—instead, compare open GitHub bugs to customer-reported bugs to see which customer pain points have engineering attention. Use multi-source queries for comprehensive analysis: "Create a monthly product health report including customer feedback, development work, and public sentiment." This gives stakeholders a complete picture across all data sources. Validate assumptions by connecting dots between sources. Ask "Is the payment issue customers are reporting in GitHub?" to check if customer pain has corresponding engineering work. Monitor launches holistically with queries like "Analyze the \[feature] launch including customer feedback, GitHub activity, and web mentions." Keep time ranges reasonable—under 60 days for GitHub and Jira due to API limitations. Time-bound your analysis: "What happened in GitHub during the last sprint?" or "Show me web mentions from the past week." *** **Next:** [Advanced Features →](./advanced-features) # Overview Source: https://docs.monterey.ai/monty/overview Your AI-powered assistant for analyzing feedback and generating insights overview # What is Ask Monty? Ask Monty is your intelligent assistant for exploring and analyzing customer feedback. Using advanced AI, Monty helps you understand what your customers are saying, identify trends, compare feedback across different segments, and generate actionable insights—all through a natural conversation. ## How It Works Ask Monty operates like a research assistant. You ask questions in plain English, and Monty: 1. **Understands your query** - Identifies what data you need and what filters to apply 2. **Gathers the data** - Creates focused datasets from your feedback, surveys, or external sources 3. **Analyzes and responds** - Generates summaries, charts, examples, or documents to answer your question The best part? You can ask follow-up questions, refine your analysis, and dive deeper—all in one conversation. example ## Key Capabilities ### Multiple Response Types Monty adapts its response format to best answer your question: * **Text Summaries**: Get concise overviews, thematic analyses, and qualitative comparisons * **Charts & Visualizations**: See trends over time, distributions, and comparisons across categories * **Feedback Examples**: Browse actual customer quotes and snippets relevant to your query * **Documents**: Generate draft PRDs, reports, and other structured documents ### Smart Data Filtering Monty automatically extracts filters from your questions: * Time ranges ("last 30 days", "Q1 2024") * Feedback sources ("from app store reviews", "Intercom messages") * Categories and projects * Tags and metadata * Customer segments (plan tier, contract value, etc.) ### Citations & Traceability Every insight links back to the original feedback, so you can: * Verify Monty's findings * Dive deeper into specific examples * Share evidence with your team ### Save & Share * Save important questions for future reference * Export datasets to CSV * Create cohorts from your analysis * Share insights via public links ## What Makes Ask Monty Different Unlike traditional analytics dashboards where you build queries manually, Ask Monty lets you explore your data conversationally. It's like having a product analyst who: * Knows your entire feedback history * Can instantly filter and segment data * Creates visualizations on demand * Summarizes findings in plain language * Remembers your conversation context ## Getting Started Ready to start analyzing? Here are some example questions to try: * "Summarize the most common bugs reported in the last 60 days" * "Show me sentiment trends for our mobile app this quarter" * "What are users saying about our new checkout flow?" * "Compare feature requests from enterprise vs. SMB customers" * "Find examples of feedback mentioning dark mode" In the next sections, you'll learn how to ask effective questions, understand Monty's capabilities, and make the most of your conversations. *** **Next:** [Asking Questions →](./asking-questions) # Surveys & Interviews Source: https://docs.monterey.ai/monty/surveys-interviews Analyzing survey results and interview insights with Ask Monty # Surveys & Interviews Ask Monty can analyze data from surveys and customer interviews, combining quantitative scores with qualitative feedback to give you comprehensive insights. ## Working with Surveys ### What Survey Data Can Monty Analyze? Ask Monty handles can also help you analyze your Reforge Insights surveys, whether it be a standard NPS and CSAT survey, a custom scale question with numeric or emoji ratings, multiple choice and ranked choice questions, or open-ended text responses. This flexibility means you can analyze both quantitative scores and qualitative feedback from the same survey. survey-question-types ### Asking About Surveys To analyze survey data, simply mention the survey by name in your query, or kick off a chat from the survey analysis page. When Monty generates text summaries about surveys, it can embed interactive charts for survey questions: ``` "Based on the NPS survey, 45% of respondents are promoters..." [Interactive NPS distribution chart appears inline] "The main reasons for detractors include..." ``` **Supported chart types:** * NPS score distributions * CSAT rating distributions * Scale question breakdowns * Multiple choice results * Ranked choice preferences **Text-only questions** (open-ended responses) don't have charts but are analyzed thematically. ### Survey Metadata Survey datasets include: * **Response count**: Total number of completions * **Survey type**: NPS, CSAT, custom * **Survey description**: Context about the survey * **Question structure**: How questions were asked * **Response dates**: When surveys were completed ### Tips for Effective Survey Analysis Be as specific as possible when referencing surveys—mention the exact survey name or topic instead of asking generally about "survey results." For example: *"Analyze the Q4 customer satisfaction survey"* leads to a more focused, relevant answer from Monty. When exploring trends, include clear time ranges and the type of comparison you want. For example: *"Plot NPS scores month over month for 2024"* This helps Monty display how satisfaction changes over time. Combine quantitative and qualitative questions to get the full picture. You might ask: *"Show me NPS scores and summarize what promoters love"* This delivers both the score breakdown and the reasons behind those scores, giving deeper insight into customer attitudes. Use your findings to drive action—for example, by segmenting detractor responses for targeted follow-up, or by pulling out specific comments linked to key issues. Turning survey insights into concrete steps helps you close the feedback loop and make real improvements. ## Working with Interviews ### What Interview Data Can Monty Analyze? Monty analyzes structured customer interviews including: * Interview transcripts * Responses to interview goals/questions * Key quotes and insights * Participant metadata interview-dataset ### Asking About Interviews Reference interviews by name or topic: ``` "Summarize insights from the enterprise interview series" "What did we learn from user research interviews?" "Analyze the mobile app usability interview" ``` Monty will: 1. Match your question to the right interview 2. Load transcripts and responses 3. Analyze conversation content 4. Extract key insights ### Interview Best Practices Reference specific interviews by name rather than asking vaguely about "interview stuff." Ask about particular research goals—"What did we learn about pricing from the customer interviews?"—to get focused insights rather than general summaries. Interviews shine when you need supporting quotes for themes you've identified elsewhere. Ask for examples where users mentioned confusion or the features they love most. Compare insights across different interview series to understand how feedback varies by customer segment or product area. ## Combining Different Data Sources One of Monty's strengths is connecting different types of customer data. Compare NPS survey feedback to customer interview findings to validate whether structured research aligns with quantitative ratings. Ask "Do our interview findings match what we're seeing in CSAT surveys?" to check consistency across methods. Surveys provide breadth; interviews provide depth. Combine them by asking "What do surveys say about \[topic] and can you find supporting quotes from interviews?" This gives you statistical patterns and human stories in one analysis. You can also integrate survey and interview insights with ongoing feedback from app stores, support channels, and other sources. Comparing bug reports from app store reviews to issues mentioned in user interviews reveals whether your structured research captured the same problems your customers report daily. This helps you validate research findings and track whether issues identified in interviews persist over time in regular feedback channels. *** **Next:** [External Integrations →](./external-integrations) # Understanding Responses Source: https://docs.monterey.ai/monty/understanding-responses How Monty analyzes your data and presents insights # How Monty Processes Your Questions Behind every response, Monty follows a consistent workflow. It starts by parsing your question to understand what type of answer you need, what subject to focus on, and what constraints to apply. This interpretation phase determines whether you get a summary, chart, examples, or document. Next, Monty builds focused datasets—filtered collections of feedback that match your criteria. These datasets appear as cards above the response, showing their name, applied filters, and snippet count. For comparative questions like "Compare iOS vs Android feedback on performance", Monty creates multiple datasets and analyzes them side-by-side. You can view and export the data returned in each dataset without leaving the chat session, just click the three dots to the right of each dataset to view the options. datasets-starter With datasets ready, Monty analyzes the content, identifies patterns, and generates the appropriate response format with citations linking back to source feedback. The quality of insights depends largely on dataset size—50+ snippets provide robust analysis, while fewer than 10 might need broader filters. Monty suggests adjustments when data is sparse. Well-supported responses include citations throughout. Click these reference numbers to verify that claims are backed by actual feedback. If citations are sparse or missing, the response might be too general—try asking more specific questions to get detailed, evidence-based insights. Workflows combine different response types. Start with a chart to see volumes and distributions, then ask for a summary of the top categories, and finally request specific examples you can share with your team. This multi-faceted approach gives you both quantitative breadth and qualitative depth. ## Response Types Ask Monty provides different types of responses depending on your question. Understanding these response types will help you get the most value from your analysis. ### Text Responses When you need to understand themes, patterns, or qualitative insights, Monty provides written analysis in natural language. These text responses excel at synthesizing complex information and comparing segments qualitatively, giving you high-level overviews that connect the dots across your feedback. Ask questions like "Summarize the main complaints about our checkout process" or "What are users saying about the new dashboard?" to get these narrative responses. They work particularly well for comparing segments: "Compare feedback about design from iOS vs Android." text-summary To properly ground text responses in actual customer feedback data, most responses will include citations to examples of the source feedback that particular lines refer too. These will be denoted via grey quote buttons inline with the text response. Once clicked, the referenced feedback item(s) will be displayed in a popup modal. text-summary-citations ### Charts & Visualizations Visualizations reveal patterns that might be invisible in text. Charts excel at showing trends over time, comparing volumes across categories, and spotting peaks or unusual distributions. When you need to see the shape of your data rather than just understand its content, ask for a chart. Questions like "Plot feature requests over the last 6 months" or "Chart bug reports by category" trigger visual responses. Charts answer "how many" and "how much" questions that text summaries can't easily convey. #### Chart Types Monty automatically selects the right chart type for your question if it will help answer your question best. **Bar charts** handle categorical comparisons—how many bugs by category, feedback counts by source, or feature requests across projects. They're versatile and can show multiple dimensions simultaneously, like sentiment grouped by source. bar-chart **Line charts** reveal temporal patterns. Use them for questions about trends over time: how sentiment changed, complaint volumes over six months, or monthly feature requests. The slope tells you the direction of change, while peaks and valleys highlight significant events. Multiple lines let you compare parallel trends, like iOS versus Android feedback evolution. line-chart **Pie charts** work best for showing proportions when you have a single dimension to break down. They excel at questions about percentages and distribution—what proportion of feedback comes from each source, or how sentiment breaks down across positive, neutral, and negative. However, they're limited to one dimension and work poorly with more than 10 categories. pie-chart Each chart type has interactive elements. Hover over data points, bars, or slices to see exact values. Use visual patterns to guide your analysis, then follow up with questions about interesting findings like "Tell me more about that spike in March." #### Chart Dimensions You can chart feedback across various dimensions. **Time** is the most common, with Monty automatically selecting appropriate intervals—daily for short periods, weekly for one to three months, and monthly for quarterly or yearly views. The longer your timespan, the coarser the interval should be to keep charts readable. **Sentiment** breaks feedback into positive, neutral, and negative, letting you see emotional tone distributions or how sentiment evolves over time. **Source** reveals where feedback comes from—app stores, email, chat platforms, surveys, or custom channels—helping you understand your primary feedback channels. **Categories** organize feedback by topic classification like bug reports, feature requests, user experience, performance, or billing. If you've configured project areas, you can chart by **project** to see which product areas generate the most feedback. **Tags** provide more granular analysis of specific topics beyond broad categories. Chart tag frequency over time to spot emerging themes, or see which tags appear most often. **Metadata** dimensions let you slice data by custom fields like app version, platform, plan tier, user type, or any other properties you've configured. Monty can combine dimensions too—chart sentiment by source, or plot categories over time. This multi-dimensional analysis reveals patterns that single-dimension views might miss. #### Working with Charts Match your question to the appropriate dimension. Time analysis needs date-based charts; source comparison needs source dimensions; topic analysis needs categories. Being explicit about what you want prevents ambiguity. Specify time intervals when precision matters. "Plot daily feedback volume for the past 30 days" is clearer than "Show feedback over time," and produces results that match your expectations. Remember that charts are quantitative tools. They answer "how many" and "how much," not "why" or "what are people saying." For qualitative insights, follow charts with text analysis: first chart the top categories to see volumes, then summarize what each category contains to understand the content. Charts and text analysis work best together. Start with a chart to quantify the landscape, then ask for a summary to understand what's driving the patterns you see. Comparison queries automatically create multiple datasets shown on the same chart, making differences immediately obvious. ### Feedback Examples Sometimes you need the actual words customers used, not an interpretation. When you ask for examples—"List 10 examples of feedback about dark mode" or "Find snippets mentioning 'confusing'"—Monty surfaces relevant quotes and snippets directly from your feedback. These lists let you verify themes from summaries, understand the exact language customers use, and find compelling examples to share with your team. Each snippet shows its source and date, and you can click through to see the complete feedback item with full context. feedback-examples ### Documents For structured deliverables, Monty can generate documents like PRDs, executive reports, or stakeholder summaries directly from your analysis. Ask "Create a PRD for the most requested features" or "Generate a report on Q4 customer feedback themes" to produce a formatted document based on your conversation. Documents open in a separate drafting interface where you can refine and edit the content. They remain linked to the original chat, preserving the research context behind each section. This makes them ideal for turning your analysis into artifacts your team can act on. document-creation *** **Next:** [Working with Datasets →](./datasets) # Open-source Attribution Source: https://docs.monterey.ai/open-source/attribution Attribution for open-source projects utilized in the Reforge Insights client application highlight.js [https://github.com/highlightjs/highlight.js](https://github.com/highlightjs/highlight.js) license: BSD 3-Clause Copyright (c) 2006, Ivan Sagalaev. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. *** hoist-non-react-statics [https://github.com/mridgway/hoist-non-react-statics](https://github.com/mridgway/hoist-non-react-statics) license: BSD Copyright (c) 2015, Yahoo! Inc. All rights reserved. Redistribution and use of this software in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of Yahoo! Inc. nor the names of YUI's contributors may be used to endorse or promote products derived from this software without specific prior written permission of Yahoo! Inc. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. *** qs [https://github.com/ljharb/qs](https://github.com/ljharb/qs) license: BSD 3-Clause Copyright (c) 2014, Nathan LaFreniere and other contributors All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 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No term or condition of this Public License will be waived and no failure to comply consented to unless expressly agreed to by the Licensor. d. Nothing in this Public License constitutes or may be interpreted as a limitation upon, or waiver of, any privileges and immunities that apply to the Licensor or You, including from the legal processes of any jurisdiction or authority. \======================================================================= Creative Commons is not a party to its public licenses. Notwithstanding, Creative Commons may elect to apply one of its public licenses to material it publishes and in those instances will be considered the “Licensor.” The text of the Creative Commons public licenses is dedicated to the public domain under the CC0 Public Domain Dedication. Except for the limited purpose of indicating that material is shared under a Creative Commons public license or as otherwise permitted by the Creative Commons policies published at creativecommons.org/policies, Creative Commons does not authorize the use of the trademark "Creative Commons" or any other trademark or logo of Creative Commons without its prior written consent including, without limitation, in connection with any unauthorized modifications to any of its public licenses or any other arrangements, understandings, or agreements concerning use of licensed material. For the avoidance of doubt, this paragraph does not form part of the public licenses. Creative Commons may be contacted at creativecommons.org. # Overview Source: https://docs.monterey.ai/overview Set up your feedback infrastructure Insights onboarding step to aggregate feedback As product builders, we all have experienced the extreme pain of setting up and switching between different platforms to capture feedback. We want to help you put that on autopilot by providing everything you need to collect and capture feedback. Thus, there are four categories of capture methods that you can find in Reforge Insights: ## Connect with the data sources and let feedback flow in Reforge Insights connects with a large amount of data sources with out of box [integrations](/integrations). After setting up the integrations, all the unstructured data that contains voices of customers, such as support tickets, sales transcripts, and surveys, will flow into the system in continuous and real-time fashion. ## Capture ad hoc feedback via Slack and Chrome Extention Collecting at the speed of thought is enabled by our [Chrome extension](/chrome-extension) and native integrations with apps like [Slack](/Integrations/Slack). Simply highlight, click, and you are ready to go. ## Create and upload feedback via interface You can [log into the platform](insights.reforge.com) and upload dataset in [csv](/csv-upload) and text format, or simply click the create button and enter feedback directly via the interface. ## Allow your users to submit feedback anytime anywhere * To help startups jump-start collecting feedback, we provide a public feedback portal where your audience can vote on issues and requests. * If you are looking for in-app feedback collection, check out our in-product [feedback widget](/widget) that can be installed in 5 minutes. # Philosophy Source: https://docs.monterey.ai/philosophy The guiding principles behind Reforge Insights In today's tech landscape, while platforms like Mixpanel and Amplitude have democratized product analytics, the potential of qualitative data remains untapped. Enter Reforge Insights (formerly Monterey AI) — designed to unearth these hidden insights and make feedback collection a seamless experience for product builders. ### Choose a scalable feedback system from the start Every product builder feels the inconvenience of juggling various platforms for feedback. Reforge Insights aims to automate this. We offer a comprehensive suite to capture and collate feedback, eliminating the need for endless switches between tools. Growing businesses often change tools, leading to increased costs, user confusion, and data loss. With Reforge Insights, you can customize your feedback gathering from the outset, adapting features as you grow. ### Begin with broad insights; dive deeper when necessary Start your journey by observing overarching patterns and trends in the feedback. This bird's eye view allows for an understanding of general sentiment and recurring themes. However, when nuances matter, Reforge Insights enables you to delve into the intricacies, ensuring that every valuable insight is within reach. ### A comprehensive repository for qualitative feedback While quantitative data has its champions, qualitative feedback has long been underrepresented. Reforge Insights bridges this gap, creating a singular hub for all qualitative insights. From appreciations to bug reports, every piece of feedback is stored, categorized, and made ready for analysis. ### Real-time, actionable intelligence The pace of the modern world demands real-time solutions. Our platform doesn't just store feedback - it actively analyzes it. Powered by cutting-edge AI, Reforge Insights transforms feedback into actionable insights on the fly. Whether it's identifying a commonly reported bug or gauging the reception of a new feature, Reforge Insights ensures you're always a step ahead. ### Feature highlights **Feedback anytime, anywhere**: * **Universal integrations**: Sync with numerous apps and centralize all your feedback in Reforge Insights. * **Embedded feedback widget**: Integrate our feedback widget into your website with a simple script. This ensures that your users can effortlessly share their thoughts without leaving the platform. **Advanced feedback analysis with Ask Monty**: * **AI-powered categorization**: Let our AI swiftly categorize feedback into labels like appreciation, bug, feature, or question. Further refine by setting priorities, assigning roles, and handling feedback granularly. * **Ask Monty for insights**: Harness the power of the our LLM-enabled "Ask Monty" tool. Just ask about any feedback data, and Monty will generate an in-depth, insightful answer. # Volume Calculation Source: https://docs.monterey.ai/pricing/volume-calculation Detailed breakdown on how we calculate volume usage Reforge Insights calculates volume based on the data automatically ingested by our system during your current billing cycle — **from the start to the end of your plan month**. This method provides a clear picture of your usage within each billing period. Items marked as **irrelevant** are not included in your usage volume calculation. We recognize that not all ingested data provides actionable feedback, so we exclude these from your usage. ## Integration Volume Impact Our platform processes various integrations uniquely, based on the complexity of the data involved. For instance, integrations handling more detailed or conversational data will lead to higher volume calculations due to the extra processing and resources required. Below is an overview of how these integrations affect your volume: Excessive deletions and re-ingestions of data may lead to the enforcement of usage limitations. This is to ensure fair usage and prevent circumvention of monthly caps. | Integration | Entity Type | Volume Impact | | :----------------------- | :----------: | ------------: | | Transcript Upload | Transcript | **10x** | | Gong | Transcript | **10x** | | Chorus AI | Transcript | **10x** | | Zoom | Transcript | **10x** | | Intercom | Conversation | **1x** | | GitHub | Issue | **1x** | | Gladly | Conversation | **1x** | | Front | Message | **1x** | | Zendesk | Ticket | **1x** | | Freshdesk | Ticket | **1x** | | Salesforce Service Cloud | Case | **1x** | | Jira Service Management | Issue | **1x** | | Kustomer | Conversation | **1x** | | Salesforce | Note | **1x** | | HubSpot | Note | **1x** | | Slack | Message | **1x** | | Discord | Message | **1x** | | App Store | Review | **1x** | | Google Play Store | Review | **1x** | | Survey | Response | **1x** | | Typeform | Response | **1x** | | Survey Monkey | Response | **1x** | | Delighted | Response | **1x** | # Properties Source: https://docs.monterey.ai/project-management Upgrades you can expect from the platform ### Project Management * **Feedback Properties**: Within the feedback details window, manage various project-related properties: Update status, set priorities, assign ownership, and add specific tags (e.g., user interface, data, API). Go to **Settings → Feedbacks → Tags** to add custom tags\*\*.\*\* If you want to add tags for Reforge Insights to automatically apply, [contact us](mailto:support@monterey.ai) * **Actions**: * **Documentation**: Link feedback to existing docs. * **Email Generation**: Our AI assists in crafting a response, letting you directly open a draft in your email client. * **Create engineering ticket**: Integrate with tools like Jira, Asana, or Linear. * **Idea Generation**: Transform feedback into actionable ideas. (not online yet) * **Maintenance**: Delete feedback or mark it as spam. # Customer Portal Source: https://docs.monterey.ai/public-portal Reforge Insights portal supports a public feedback collection mechanism and a view to share your roadmap and progress. ## Feedback Board To utilize the feedback board to provide your users with a way to provide feedback to you, go back to the navigation menu and choose "Feedback board" in the *Workflows* section. Simply toggle "Enable Public Voting Board," and then you can utilize your portal link to share with customers or link to from your own sites and apps. CleanShot 2025-04-03 at 10.28.30.png When users log into your public portal, they can view, vote, and comment on feedback and requests. Each submitted feedback will be auto categorized as `request, issues, question, appreciation`, and will be ready to get analyzed in your dashboard, along with other data sources. CleanShot 2025-04-03 at 10.46.51.png Comments on Portal Feedback After users have submitted feedback to the Feedback board or on a Roadmap item, comments may be made on that feedback, both by public users, as well as users internal to your team. Comments made to the Reforge Insights internal app view will be private by default, and not displayed publicly. They can be optionally made public, if desired to reply to the external users. When viewed in the internal view of Reforge Insights, that your team has access to, you can see both public and private comments. CleanShot 2025-04-03 at 10.49.46.png CleanShot 2025-04-03 at 11.22.33.png **Enable Feedback Tracking** CleanShot 2025-04-03 at 10.52.41.png Feedback Tracking will allow your users to view feedback submitted to your workspace **from any source by them and from users in the same organization.** This can be useful if you wish to allow users from a given company to understand what has already been asked or requested by them and their teammates. **Only users who have signed in with a work email will be able to access the additional views here.** For example, users with "@gmail.com" will not have access, but users with "@company-name.com" will. Note that these views will show the feedback content (title & description), who posted the feedback, and when. They will also be able to comment on this feedback. ## Roadmap CleanShot 2025-04-03 at 11.18.28.png To utilize the roadmap, go back to the navigation menu and choose "Roadmap" in the *Portal* section. The roadmap allows you to share projects and their status with your customers. This can be as granular as you'd like. We often see customers use it at a "project" or "feature" level, such that the items are meaningful to users, and there aren't so many that it becomes overwhelming. You can configure the title, description, status, labels, and author, as well as a cover image! By default, the save button at the bottom right will save as a 'draft', meaning it is only visible internally and not to your users on the public portal Roadmap view. If you are ready to publish it to the public, then you can click the arrow on the button and switch to 'publish' mode. Don't worry, you can delete the item or convert it back to a draft later! **Commenting**\ When portal users comment on a roadmap item, that comment will become a Feedback record inside of Reforge Insights and become visible on the public portal feedback list. # Quick Start Source: https://docs.monterey.ai/quickstart Welcome to Reforge Insights (formerly Monterey AI), the copilot for product insights Reforge Insights makes the collection, triage, and analysis of qualitative data super easy, so you can focus on building better product with faster insights. Let’s get started and make waves! ## Setup Workspace The fastest way to set up your workspace is through [https://insights.reforge.com/.](https://insights.reforge.com/.) You can start a free trial on the starter plan, or ping [chun.jiang@reforge.com](mailto:chun.jiang@reforge.com) to kickstart a growth tier free trial. Once you've set up your workspace, navigate to your Settings page (gear icon, bottom left), then the Members tab to invite your teammates by email or invite link. If you have multiple workspaces, go the top left to switch between multiple workspaces. ## Connect Data Sources Next, you can import data via CSV, native integrations, Zapier, or API. Check out our overview on aggregating and collecting data [here](https://docs.monterey.ai/overview). ## Create Themes Report To create your first report, go to Themes page and click Run Report. If there are enough data in the report to produce themes, you can see them under each category. You can also choose to create a report with filtered snippets. ## Ask Monty Ask Monty is a key part of understanding and interacting with your data. We provide the following functions along with chat: search, share, and save. You can use Ask Monty to ask reasoning questions like "Why do users churn?" or dive into details like "Help me find the top pain points on user experience from data in Q2 2023". You can use these results to make data-driven decisions about how to improve your customer and product experience with your team. ### Not sure how to set up your workspace? Get inspiration on how to use Reforge Insights with a real world example! Go to **Settings → Account → demo** to access a demo workspace # Review Spam Source: https://docs.monterey.ai/review-spam We identify potential spam in advance, ensuring you're not wading through irrelevant input. ## What You'll See When Reviewing: * **Source**: Where did the feedback originate? * **Customer**: Who provided this feedback? * **Description**: A brief summary of the feedback content. ### Review Actions: * **Mark as Useful**: Found something that isn't spam? Simply single-click the green thumbs-up button. This moves the feedback to your inbox, marking it for further attention. * **Confirm as Spam**: If you determine a feedback is indeed spam, a double click on the red thumbs-down button hides it permanently, ensuring your workspace remains clutter-free. ## What Will Happen Behind the Scenes Reforge Insights spam ingestion system is designed to optimize around individual workspaces as they grow and human labels are provided. For example, two workspaces may view topics around a subject like cryptocurrency very differently in terms of them being labeled as spam or not spam. As each of those workspaces ingest their feedback data, only a few human labeled spam designations (either from spam -> not spam or vice-versa) will be needed to allow our system to tune the spam classification's as needed per workspace. Additionally, over time our system is able to start predicting which feedback snippets are most ambiguous in whether they should be marked as spam. This will be reflected in the *Spam Review* page where the most ambiguous feedback items will be ranked first for review, saving you and your team time by focusing on the feedback that matters most. # PII Masking Source: https://docs.monterey.ai/security/pii An overview of Reforge Insights PII Masking Offering. # Redacting sensitive data and information from feedback Personal Identifiable Information (PII) protection is enabled by default for all customers across every data source in our system. This provides a baseline level of data privacy and security for all users. For customers seeking more comprehensive PII protection, we provide an extensive list of fields that are activated for masking in default. These fields include: * DATE\_TIME * EMAIL\_ADDRESS * PHONE\_NUMBER * US\_DRIVER\_LICENSE * IP\_ADDRESS * NRP (National Registration Number) * PERSON * URL * IN\_PAN (Indian Permanent Account Number) * LOCATION * ID The additional fields can also be turned on for masking if requested by customers: * CREDIT\_CARD * CRYPTO\_WALLET * IBAN\_CODE (international Bank Account Number) * MEDICAL\_LICENSE * US\_SSN * US\_PASSPORT * US\_ITIN * UK\_NHS * SG\_NRIC\_FIN * SG\_UEN * UK\_NHS * AU\_ABN * AU\_ACN * AU\_TFN * AU\_MEDICARE Contact us at [ben.kramer@reforge.com](mailto:ben.kramer@reforge.com) for more information. # Security Overview Source: https://docs.monterey.ai/security/security-overview An overview of Reforge Insights security features and practices. # Governance Reforge Insights establishes policies and controls, monitors compliance with those controls, and proves the security and compliacne to third-party auditors. Employees are trained on security best-practices, are required to review, understand, and accept policies, and are granted the minimal access possible to data and applications required to perform their job duties. # Compliance Standards Reforge Insights is SOC 2 Type II compliant. Contact [support@monterey.ai](mailto:support@monterey.ai) to request our latest report. # Data Security * Data is encrypted at rest and in-transit. * Data is backed-up regularly and stored long-term for recovery purposes. # Product Security * Penetration testing is performed annually by a third-party firm, covering all cloud infrastructure and application code. * Vulnerability scanning is performed continuously, and vulnerabilities are remediated per the following SLAs: * Critical: 14 days * High: 30 days * Medium: 60 days * Low: 90 days * Security training is provided to all employees annually. # Sign in with Token Source: https://docs.monterey.ai/security/signin-with-token An alternative sign in method for users who experience issues with the Sign in button in emails Some email providers and security tools can disrupt the normal email-sign in flow supported in Reforge Insights, as the link sent to the provided address is mis-handled and ends up incorrect once clicked. To get around this, you can reach out to [support@monterey.ai](mailto:support@monterey.ai) to request having token sign in enabled for your team. Once it is enabled, the process you will follow to sign in is described below: Here is a direct link: [https://insights.reforge.com/auth/signin](https://insights.reforge.com/auth/signin) You will receive an email with a token to sign in and you will return to this page to enter the token. Do not click the "Sign in" button in the email! It will be a long string of random characters. # User Roles Source: https://docs.monterey.ai/security/team-roles Description of team member roles and capabilities Currently, Reforge Insights supports two distinct user roles: **admin** and **Member**. Generally, admin users can manage settings such as integrations and workspace details, while members can only interact with the system outside of settings. ### Settings | Capability | Admin | Member | | :------------------- | :---: | :----: | | Invite team members | ✅ | 🚫 | | Manage workspace | ✅ | 🚫 | | Manage integrations | ✅ | 🚫 | | Manage tags | ✅ | 🚫 | | View tags | ✅ | ✅ | | Manage project areas | ✅ | 🚫 | | View project areas | ✅ | ✅ | | Manage user segments | ✅ | 🚫 | | View user segments | ✅ | ✅ | | Manage API Keys | ✅ | 🚫 | | View API Keys | ✅ | 🚫 | ### Feedback & Snippets | Capability | Admin | Member | | :---------------------- | :---: | :----: | | View feedback/snippets | ✅ | ✅ | | Review spam | ✅ | ✅ | | Mark as spam | ✅ | ✅ | | Delete | ✅ | ✅ | | Add/remove tags | ✅ | ✅ | | Add/remove project area | ✅ | ✅ | | Change category | ✅ | ✅ | | Comment | ✅ | ✅ | | Add attachments | ✅ | ✅ | | Export CSV | ✅ | ✅ | | Create quick summary | ✅ | ✅ | ### Accounts & Contacts | Capability | Admin | Member | | :-------------- | :---: | :----: | | View accounts | ✅ | ✅ | | Edit accounts | ✅ | ✅ | | Delete accounts | ✅ | ✅ | | View contacts | ✅ | ✅ | | Edit contacts | ✅ | ✅ | | Delete contacts | ✅ | ✅ | ### Themes | Capability | Admin | Member | | :------------------------ | :---: | :----: | | View themes | ✅ | ✅ | | Change theme names | ✅ | ✅ | | Delete snippet from theme | ✅ | ✅ | ### Ask Monty Chats, aside from those that are "shared" are scoped to the user who submits the question. So an individual user will only see their own chats and their own history. | Capability | Admin | Member | | :-------------------------- | :---: | :----: | | Submit chats | ✅ | ✅ | | Save chats | ✅ | ✅ | | Share chats (owned by user) | ✅ | ✅ | ### Portal (internal views) | Capability | Admin | Member | | :--------------------- | :---: | :----: | | View portal settings | ✅ | ✅ | | Edit portal settings | ✅ | ✅ | | Manage portal feedback | ✅ | ✅ | | Manage roadmap items | ✅ | ✅ | # Snippets Source: https://docs.monterey.ai/snippets Understanding and managing feedback snippets ## Snippets and feedback **Turn customer feedback into actionable insights** Feedback is the foundation of Insights—and [snippets](https://insights.reforge.com/w/default/snippets) are how we make sense of it. A *snippet* is a concise, categorized highlight that captures the core insight from a piece of raw feedback. These are curated by our AI model to surface what's most relevant, while preserving access to the full original message when needed. Snippets help you move from scattered input to structured insight, so your team can prioritize with confidence. ### How snippets work Each snippet shown in the product has been analyzed and generated by our AI model to ensure clarity and relevance. These snippets are connected to their original feedback source, so you can always dig deeper for more context. ### Understanding feedback structure [**Feedback**](https://insights.reforge.com/w/default/snippets/feedback) is the core unit in Insights. Each item has a unique ID and supports detailed fields and metadata to help you organize, track, and analyze responses at scale. Here’s how feedback is structured: ### Description The core content of the feedback—this is where we identify user intent and key themes. ### Title (optional) Displayed only when feedback is submitted through the public voting portal. ### Customer Each feedback item is tied to a single customer (e.g., a user, account, or individual submitter), called Contacts in our system. Customer profiles can be enriched with metadata from connected tools so you can understand who they are and what feedback they’ve submitted. ## Categorization & organization ### Auto categorization Feedback is automatically sorted into four default categories: * Complaint * Kudos * Request * Help You can change the category anytime in the Feedback detail view. Need additional categories? Contact us at [hello@reforge.com](mailto:hello@reforge.com) to upgrade your plan. ### Tags Use tags to apply more granular labels related to your projects, features, or teams. They can also be helpful to add labels to more specific internal language or terms that might be more difficult to categorize. [Learn more about Tags here](/tags) Tip: Avoid over-tagging. Use tags only when other built-in fields don’t capture the nuance you need. ## Metadata & properties Every piece of feedback includes basic metadata to help with sorting and filtering: * **General properties**: Source, content, customer ID, and created time * **Metadata**: System-generated fields from integrations or user-defined schemas # SSO - OpenID Connect (Okta Example) Source: https://docs.monterey.ai/sso/okta-oidc SSO Setup with Okta (or similar) using OIDC Thank you for your interest in setting up SSO with Reforge Insights via Okta using OIDC. This guide will walk you through the setup process and help you collect the information needed to provide back to us. If you have any questions along the way, please reach out to your primary point of contact with our team. ## Prerequisites Before beginning the setup process, you will need the following information from your Reforge Insights team: * **Sign-in redirect URI** (will be provided by your point of contact) * **Sign-out redirect URI** (will be provided by your point of contact) Please reach out to your primary point of contact with our team to obtain these required values before proceeding with the setup. ## Setup Instructions 1. Open the left-nav bar and navigate to “Applications” (inside “Applications” section) navigation 2. Click “Create App Integration” 1. For *Sign-in method*, choose “OIDC - OpenID Connect” 2. For *Application type*, choose “Web Application” Create app 3. Configure *General Settings* 1. You can name the app as you’d like, we suggest “Reforge Insights” 2. You can download a logo to provide here: \[link to logo] 3. Other settings can be left empty or default values 4. Configure *Sign-in redirect URIs* 1. Enter the sign-in redirect URI provided by your Reforge Insights team 2. **Do not** check the box for \_Allow wildcard \_ in sign-in URI redirect.\* 5. Configure *Sign-out redirect URIs* 1. Enter the sign-out redirect URI provided by your Reforge Insights team 6. Assignments 1. This can be configured to your preferences based on who should have access to Reforge Insights. 7. Finally, click “Save” at the bottom of the page. 8. On the resulting page, collect the following details: 1. **Client ID** 2. **Client Secret** Client Details 3. Your **Okta Domain** is not on this page, but would look something like [`https://company.okta.com`](https://dev-75266790-admin.okta.com/) . It can be found by clicking your profile in the top right, and copying the value from the information displayed. Domain 9. Share details with your point of contact at Reforge Insights 1. We suggest using secure methods, like temporary credentials through 1password, or other secure document sharing means in place with your organization. 2. **The final set of details that need shared:** 1. Client ID 2. Client Secret 3. Okta domain 4. Email domain(s) users in your organization have that will access Reforge Insights e.g. `@monterey.ai` or `@company.com` # SSO - SAML (Okta Example) Source: https://docs.monterey.ai/sso/okta-saml SSO Setup with Okta (or similar) using SAML Thank you for your interest in setting up SSO with Reforge Insights via Okta using SAML. This guide will walk you through the setup process and help you collect the information needed to provide back to us. If you have any questions along the way, please reach out to your primary point of contact with our team. ## Prerequisites Before beginning the setup process, you will need the following information from your Reforge Insights team: * **Entity ID** (will be provided by your point of contact) * **ACS URL (Assertion Consumer Service URL)** (will be provided by your point of contact) Please reach out to your primary point of contact with our team to obtain these required values before proceeding with the setup. ## Setup Instructions 1. Open the left-nav bar and navigate to "Applications" (inside "Applications" section) navigation 2. Click "Create App Integration" 1. For *Sign-in method*, choose "SAML 2.0" 2. Click "Next" Create SAML app 3. Configure *General Settings* 1. You can name the app as you'd like, we suggest "Reforge Insights" 2. You can download a logo to provide here: \[link to logo] 3. Other settings can be left empty or default values 4. Click "Next" 4. Configure *SAML Settings* 1. **Single sign on URL**: Enter the ACS URL provided by your Reforge Insights team 2. Check "Use this for Recipient URL and Destination URL" 3. **Audience URI (SP Entity ID)**: Enter the Entity ID provided by your Reforge Insights team 4. **Default RelayState**: Leave blank 5. **Name ID format**: Choose "EmailAddress" 6. **Application username**: Choose "Email" 5. Configure *Attribute Statements* (Optional) 1. These can be configured based on your organization's needs for user attributes 2. Common attributes include: * Name: `email`, Value: `user.email` * Name: `given_name`, Value: `user.firstName` * Name: `family_name`, Value: `user.lastName` 6. Configure *Group Attribute Statements* (Optional) 1. This can be configured if you want to pass group membership information 7. Click "Next" 8. Configure *Feedback* 1. Select "I'm an Okta customer adding an internal app" 2. Select "This is an internal app that we have created" 3. Click "Finish" 9. Assignments 1. Navigate to the "Assignments" tab 2. Configure assignments based on who should have access to Reforge Insights 3. You can assign individual users or groups 10. Download Metadata 1. Navigate to the "Sign On" tab 2. Click "View Setup Instructions" or look for the "Metadata URL" 3. Download the metadata XML file ## Share Details with Reforge Insights 1. We suggest using secure methods, like temporary credentials through 1password, or other secure document sharing means in place with your organization. 2. **The final set of details that need to be shared:** 1. **Metadata XML file** (downloaded from step 10) OR the **Metadata URL** 2. **Email domain(s)** users in your organization have that will access Reforge Insights e.g. `@company.net` or `@company.com` 3. Share these details with your point of contact at Reforge Insights Once we receive your metadata file and email domains, we will complete the configuration on our end and notify you when SSO is ready for testing. # Survey Source: https://docs.monterey.ai/survey Add data from any supported Survey Provider, upload a Survey CSV, or Create a Reforge Insights Survey! ## Third Party Integrations Reforge Insights currently only supports **Typeform**, but is looking to add additional integrations in the near future. If you have a specific one you really want, please request access through the portal or email [ben.kramer@reforge.com](mailto:ben.kramer@reforge.com). **How is Feedback created from Surveys?** 1. **Pick your surveys-** We query your provider for all available surveys and you pick which to import. 2. **Data vs Metadata -** We categorize responses based on question type and segment it into feedback vs metadata. 3. **Synthesize -** By combining the question with the answer, our AI contextualizes insights for each response. 4. **Group -** We link feedback responses by a single user together for easy navigation. 5. **Schedule -** Finally, we set up a recurring job to get new data every day from all enabled surveys. typeform-select ## Arbitrary CSVs / Lists If you need to import from another providor now, we also accept uploading data through FlatFile. **Steps to Import From CSV:** * **Select Your File**: Upload your .CSV, .XLSX, or other compatible file types. * **Optional Data Points**: Enhance your feedback records with optional columns such as 'Created At', 'Customer Name', and 'Customer Email'. If you're including 'Customer Name', make sure to pair it with 'Customer Email'. Use semicolons (;) to separate multiple tags in the 'Tags' column. * **Column Reassignment**: If your column headers don’t exactly match our requirements, fret not! You'll have the opportunity to reassign and map them in the subsequent step. * **Ensure Correct Shape**: Each survey question/answer column should be mapped to "Question X" and "Answer X". This is essential for our system to process your feedback. If you have extra columns that you want to bring to Reforge Insights, contact us at  [ben.kramer@reforge.com](mailto:ben.kramer@reforge.com). ## Analysis of Surveys The open-text responses from surveys are piped into a feedback pipeline. Along with metadata, you can create reports, ask questions, create cohorts, and more. All the metadata from survey responses is available for queries as well. You can analyze a single survey, compare across surveys, or merge survey data with other feedback. ## Reforge Insights Surveys One feature we're proud to support is the creation of guided AI surveys directly through Reforge Insights. Simply write a prompt describing the kind of problem you're looking to solve and Monty will lay out a survey template with questions pre-populated and the best contacts to send to picked out for you. monterey-survey-example # Survey CSV Upload Source: https://docs.monterey.ai/survey-csv-upload Upload survey responses from a CSV file Reforge Insights understands the diverse sources from which you may be collecting survey responses. That's why we offer a seamless integration with Flatfile to simplify the process of importing survey responses from spreadsheets directly into Reforge Insights. overview **To upload survey responses from a CSV file:** ## Example CSV ```csv theme={null} customerSourceId,customerName,customerEmail,customerCompanyName,customerCompanyDomain,contractValue,sourceId,sourceUrl,rating,createdAt,updatedAt,tags,"How satisfied are you with our product?","What features would you like to see?","Any other feedback?",customFieldOne,customFieldTwo,customFieldThree 123,John Doe,john@example.com,Acme Inc,acme.com,50000,abc123,https://survey.example.com/response/abc123,85,2023-01-15,2023-01-15,feedback;survey;q1,Very satisfied,More integrations,Love the product!,customFieldOneValue,customFieldTwoValue,customFieldThreeValue 456,Jane Smith,jane@company.org,Company LLC,company.org,75000,def456,https://survey.example.com/response/def456,70,2023-01-16,2023-01-16,feedback;survey;q2,Somewhat satisfied,Better reporting tools,The UI could be improved,customFieldOneValue,customFieldTwoValue,customFieldThreeValue ``` ## Supported Fields Our CSV import supports a wide range of fields to help you organize and analyze your survey responses effectively: If a column has the header **Data Source** and contains values like the survey name (e.g., CSAT), that survey name will appear as a navigation item under **Snippets**. ### Essential Survey Questions Columns Each question is a column in the CSV file. For example, a column header name may be "Question 1: What did you think of the product?". You can map up to 50 survey questions during the upload process. When mapping questions, you can map them to any of the "Question #" columns. ### Contact Information * **Contact Name**: Name of the person providing feedback * **Contact Email**: Email address or unique identifier for the contact * **Contact Unique ID**: The ID of the contact in your source system * **Contact Account Name**: The company or account the contact belongs to * **Contact Account Domain**: The domain (e.g., 'example.com') of the account * **Contract Value**: The monetary value associated with the account ### Feedback Data * **Rating**: Numerical rating of the feedback (0-100) * **Created At**: When the feedback was originally collected * **Updated At**: When the feedback was last modified * **Source URL**: Link to the original feedback source * **Tags**: Semicolon-separated list of tags (e.g., 'feature request;bug;pricing') ### Custom Fields If your CSV contains additional columns not listed above, you can still import them! During the mapping process, select "Add as new field" to create custom metadata fields that will be attached to your feedback entries. # Themes Source: https://docs.monterey.ai/themes Feedback grouped by common themes for easy analysis By systematically structuring feedback into these digestible chunks, Reforge Insights ensures that every voice is heard and every insight is actionable themes # Intro The themes reports in Reforge Insights provide a high-level overview of the most common topics and trends in your feedback data. Each theme is produced by grouping together data with some similar element(s) in the raw text content of the feedback. The report is designed to help you understand the most common themes in your feedback, so you can prioritize your product roadmap and make data-driven decisions. ## Themes Reports By default, the system will create an ongoing report based on **all** of the feedback data in your workspace. This will be updated daily, if there is enough new volume since the last time it was updated. You can also create additional, one-time themes reports based on a specific subset of your feedback data. This can be useful if you want to focus on a specific product, feature, or customer segment. To do so, you can navigate to the Snippets list view, apply any filters you'd like, and then click the action menu and then "Create Report". This report will not automatically update, but can be refreshed as needed, if there is sufficient new data matching the reports' filters. # Themes List The Themes List is the default view when you navigate to "Themes" via the navigation menu. This view shows you a list of themes, each with a brief description of the theme, the volume of feedback that matches the theme, the percentage of total feedback that matches the theme, and the average ARR change associated with the theme. Each theme you see contains feedback with some commonality. For example, if you see a theme called "Users requesting dark mode", it means that the feedback snippets in that theme mention dark mode, or something closely related. Sometimes themes can catch items that are not directly mentioned in the feedback, but are inferred by the system. For example, if you see a theme called "Users requesting dark mode", it could also contain feedback snippets that mention "night mode" or "light mode". Additionally, these themes by default are at a system-wide standard level of granularity. If you wish to customize this, you can reach out to the Reforge Insights team at [support@monterey.ai](mailto:support@monterey.ai) and discuss your needs and work with us to tune this to them. ### Categories Along the top of the Themes report page, you may see a list of category buttons next to "All snippets". These categories are a way to filter the themes by a specific category. When applying one of these filters, it will only show themes made up primarily of items matching that selected category. For example, you might have a theme like "Issues with logging in" which is likely made up primarily of Bug reports. This theme will show when "All snippets" is selected, or when "Bug reports" is selected, but *not* when "Feature requests" is selected. ### Other Filters There are a few other filters available to help you narrow down the themes you're looking at: * **Source**: Understand feedback trends from specific channels or platforms. * **Date Range**: Narrow down themes based on specific time frames, such as monthly or quarterly trends, to understand the evolving nature of user feedback. When applying either of these filters, you may see the information in the list change, including the volume, % of total, average ARR change. ### Trend Charts Each theme shown on the page includes a trend chart. This chart helps you see at a glance whether a theme has recent feedback matching it, as well as the direction it is trending in. So if the theme is new and growing, the bars in the chart would be getting larger as it goes towards the right side. However, perhaps you fixed some issue, you then should see a theme related to that issue decrease as time goes on. You can look back a bit further in time if needed, but clicking "90d" at the top, to see the last 90 days instead of the default, which is the last 30 days. You can sort the themes by volume or which has the most recent data to help further see what might be more pressing and relevant to your team. # Theme Details The Theme Details page is one level deeper, where you can view more information for a specific theme that you are interested in from the list view. ### Summary The summary is a longer, AI generated description of the theme, which can help you understand the theme in more detail. This is generated by the system utilizing the feedback snippets that make up the theme and are also listed on this page. ### Sentiment The sentiment chart shows the sentiment of the feedback snippets that make up the theme. This can help you understand if the theme is generally positive, negative, or neutral. ### Snippets The snippets list shows you the individual feedback snippets that make up the theme. This can help you understand the specific feedback that is driving the theme. ### Cohort The cohort chart shows you the list of customers who submitted feedback that matches the theme. This can help you understand which customers are most impacted by the theme and even utilize that cohort of users to reach out to for further feedback, surveys, or research. # Welcome Source: https://docs.monterey.ai/welcome Turn user feedback into product insights with Reforge Insights We're excited to share that Monterey AI is now part of the Reforge family! Learn more [here](https://www.reforge.com/blog/the-feedback-fragmentation-tax?utm_medium=referral\&utm_source=monterey) Hi! Welcome to Reforge Insights (formerly Monterey AI's) documentation. We are here to help you have the best experience. Can’t find what you’re looking for? Just ping [chun.jiang@reforge.com](mailto:chun.jiang@reforge.com) or submit feedback via the feedback widget in the application. Take a quick tour of Reforge Insights Plug in to your day to day essentials Auto categorize, triage, and generate insights report Compliance, SSO, and Security # Widget Source: https://docs.monterey.ai/widget Add our in-app Widget to collect feedback directly from your website widget ## Set up Widget To set up your widget, go to [Widget settings](https://insights.reforge.com/w/default/settings/widget) To enable the widget, you must add your website's domain to the whitelist. Your widget will only work from domains that you have added to the whitelist. After you've added a domain, copy the widget script and add it to your page's ``. ## Configure Widget You can modify the script by providing custom options to `Monterey("init")` or calling `Monterey("configure", options)`. Available options are below: * `token: string` Do not modify this * `showWidget: boolean` If `false`, the widget will be hidden and the widget modal must be toggled programmatically. See "Toggle Widget" below. * `position: "bottom" | "top" | "left" | "right"` Changes the placement of the widget on the page * `primaryColor: string` CSS color code to change the button primary color * `secondaryColor: string` CSS color code to change the button secondary color * `tags: string[]` Optional tags that all widget feedback will be tagged with ## Toggle Widget If the widget is configured with `showWidget: false`, the widget modal can be toggled programmatically. To show or hide the modal, call `Monterey("toggleWidget")` ## Identify Users To associate your app users with feedback in Monterey, you must first identify them in our system. To do this, call the identify function: ``` Monterey("identify", { name: user.name, email: user.email, }) ```