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Help Doc CH2 0hero 4
Only paid seats can create and manage channels. Viewers cannot connect a data source to a channel.

Opting in to the Channels 2.0 beta

You can opt in to the new Channels 2.0 beta by going to Settings> Beta > Channels 2.0New channels created will then be on the 2.0 experience.Channels created before 2.0 continue to run on the original experience, documented in Channels 1.0.A badge on each channel shows which one it is using.

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Ideas vs Evidence

Channels 2.0 organizes everything you see into two views.
Ideas are AI-generated, opinionated summaries of what’s worth doing next, based on the consolidation of all your high-volume feedback. Each idea groups together the feedback pointing at the same underlying problem or request, and is ranked by how much it matters: your business context, how often it comes up, how many accounts are affected, and how much ARR sits behind it.
The Ideas view, ranked by how much each idea matters
Evidence is the raw material behind every idea: the original support tickets, reviews, survey responses, and conversations. Use Evidence to check a claim, pull a quote, or see exactly who said what.
The Evidence view listing raw tickets, reviews, and conversations
Think of Ideas as what to do, and Evidence as why.

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How Channels work

Channels analyze continuous, high-volume customer feedback: support tickets, product reviews, survey responses, and sales conversations. Feedback arrives from connected sources, and Channels groups it into ranked Ideas you can act on. Channels 2.0 is built around four stages. Feedback in. You connect your data sources and scope the channel to what you care about. You can consolidate all of your sources into a single channel, so that you have a combined voice of customer channel. Or you can create separate channels for different sources or areas. Ideas surfaced. As data flows in, Channels groups it into ideas, ranked by severity, frequency, reach, and business context such as ARR. Dovetail uses any workspace docs as context to help generate ideas and ensure the right evidence is attached. Team acts. From any idea, send to Jira, Figma Make, Linear, or Claude, comment, assign an owner, and track progress without leaving the feed. Close the loop. When an idea is resolved, Channels lets you notify the customers whose feedback contributed to it.

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Share your feedback

Channels 2.0 is in beta, so we would love to hear your feedback to let us know how your experience is going. All feedback is shared directly with the Dovetail team to help us improve the product. You can do this:
  1. From the ... More menu in the top right corner,
  2. Select Give feedback
Or,
  1. From the Give feedback icon inside the idea side panel
  2. Select Give feedback
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Where to go next

Channel setup

Connect data sources, map your data, and manage them over time.

Channel context

Focus areas and linked docs that shape how feedback is classified.

Ideas

The ranked feed, roll-ups, trends, and saved views.

Evidence

The tickets, reviews, and conversations behind every idea.

Idea actions

Send to Jira or Linear, notify customers, and reach ideas through MCP.

Channels 1.0

The original experience, for channels created before 2.0.

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FAQs

The 1,000 data point limit is workspace-wide — it applies across all channels in your workspace combined, not per channel. Once the workspace total reaches the limit for the month, no new data points will appear in any channel until the limit resets.You can continue to access all data imported previously, move data points, and update the themes list. There are no overage charges.The usage period resets every month from the workspace’s original billing date, regardless of whether your subscription is monthly or annual.If a webhook or API call returns You've reached the channels usage limit of 1000. Contact our sales team to add more at https://dovetail.com/contact-sales/., the workspace has hit its monthly limit. Because the quota is workspace-wide, this error can appear even when the individual channel receiving the data has far fewer than 1,000 items. Near the threshold, errors can be intermittent — some data points succeed before the workspace crosses the limit. To resolve, wait for the monthly reset or contact Sales to raise the limit.
Yes. Workspace admins can increase or decrease the amount of data points included in your plan by accessing ⚙️ Settings → Billing. For more information, see our article here. If the option to increase your data points is unavailable, please contact our Sales team. There are a few important things you will need to know before upgrading or downgrading your Channels add-on:
  • If you upgrade in the current billing cycle, the new limit will apply immediately, and data points in the current cycle will be imported and analyzed in Channels (up to the new limit).
  • If you upgrade in the next billing cycle, only the data points that come in during the new cycle will appear in Channels. You will lose the data points from the previous cycle that were not imported.
  • When downgrading and decreasing your limit, the new limit will apply immediately and no new data will appear in Channels. Any historical data will still be available.
No, you cannot export data from a channel like regular project data. This includes imported data points, generated themes, or generated summaries.
For details on your data, see Responsible Use on Dovetail AI features.
The current Artificial intelligence development policy in our trust center is still relevant and covers what is required to use channels.
Disconnecting a source pauses the flow of new data but keeps existing data in your channel. Deleting a source permanently removes all previously imported data for that source from the specific channel.
200 data points are the minimum required to generate a meaningful idea.
Please make sure you are occupying a paid seat when connecting or reconnecting a Channel. Viewers cannot create or manage data sources within a Channel.
When a Channel integration disconnects due to an expired OAuth token or revoked access, Dovetail notifies you in three ways:

Email notification Dovetail sends an email using the “Channel Integration Disconnected” template. It includes the integration type and the reason for disconnection, so you know exactly what happened and what to do next.In-app notification A notification appears in your notification center. For ingestion failures specifically, an error toast also displays so you’re alerted immediately.Reconnect banner in the Channel UI When you visit the Channel page, a “Reconnect Integration” banner appears at the top if the integration needs re-authentication. The Sources dialog also shows a “Disconnected” badge alongside a reconnect action for any affected sources.To restore the connection, follow the reconnect prompt in the Channel UI or re-authenticate via the Sources dialog.