Start by role

Dovetail is used by whole organizations, not just research teams — and where you should start depends on the job you’re doing. Pick your role below for a short path: what you’ll get out of Dovetail, the first three things to do, and one agent worth stealing before you build your own.

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Product management

What you’ll get: a ranked view of what’s worth doing next, with the evidence and the revenue behind each item — instead of a backlog built from whoever asked loudest. Your first three things

1. Create a channel over your support tickets, reviews, and survey responses. Channels 2.0 groups incoming feedback into Ideas, ranked by severity, frequency, how many accounts are affected, and ARR.
2. Open an idea and check the Evidence behind it before you commit — the original tickets and quotes are one click away. Send the idea straight to Jira or Linear when you’re convinced.
3. Ask Chat the questions you’d normally assign to someone: “What have customers actually said about [feature]? Show me the quotes.”

Steal this agent first: Feature request ARR calculator — when a request passes a mention threshold, it sums the ARR behind it and opens a ticket with the top quotes.

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Product design

What you’ll get: the evidence behind a design decision, and a customer you can ask questions of before the first round of usability testing. Your first three things

1. Create a project for your usability sessions and interviews. Recordings are transcribed and summarized automatically.
2. Mark the moments that matter as highlights — each one becomes a shareable video or audio clip you can drop into a critique or a doc.
3. Build a digital twin of the segment you’re designing for, then attach a mockup in Chat and ask it what it thinks. Every answer traces back to a real interview or ticket.

Steal this agent first: Power user persona twin — a twin that pushes back when a concept misses what long-time users actually care about.

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User research

What you’ll get: the analysis busywork handled, and findings your stakeholders can self-serve instead of queuing for. Your first three things

1. Import your data into a project — interviews, usability sessions, survey responses. Set the project’s Context so Dovetail’s AI knows what you’re investigating.
2. Work through highlights and tags to build your evidence layer, then write up findings in a doc with a highlight reel so people hear the customer, not your summary of them.
3. Point stakeholders at Chat — including in Slack and Teams — so repeat questions stop landing in your inbox.

Steal this agent first: Weekly research digest — pulls the week’s findings, groups them by theme, and posts a summary to your product channel.

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Customer experience and support

What you’ll get: the patterns underneath your ticket volume, and a way to tell customers when the thing they complained about is fixed. Your first three things

1. Create a channel from your helpdesk — Zendesk, Intercom, Freshdesk, Front, and more connect directly, or import a CSV.
2. Use Evidence to check whether a spike is real, and the activity-over-time view to see exactly when it started.
3. Track CSAT, NPS, and sentiment over time on a dashboard, then drill into the feedback driving a change.

When an idea moves to Resolved, use Notify customers to draft a personalized update to everyone whose feedback contributed to it. Steal this agent first: Known issues expert — @mention it mid-ticket with a bug description and it returns whether it’s known, the ticket status, and any workaround.

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Sales and customer success

What you’ll get: everything an account has ever told you, available before the call rather than buried in someone else’s notes. Your first three things

1. Connect your CRM so contacts carry through to feedback — Dovetail enriches from Salesforce or HubSpot, so you can see company, plan tier, and ARR alongside what was said.
2. Ask Chat about an account or a segment: “What are churned accounts saying about pricing compared to customers who expanded?” Every answer is cited.
3. Connect Salesforce, Slack, or Gmail in Chat, so you can act on what you find — update a record or draft the follow-up — without leaving the conversation.

Steal this agent first: Closed won CS handoff — on close, it compiles stated goals, promises made, and concerns raised into a handoff doc and tags the CSM.

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Marketing

What you’ll get: the exact language customers use about their problems, and proof for the stories you want to tell. Your first three things

1. Create a channel across reviews, surveys, and NPS responses to see what customers say when nobody from your team is in the room.
2. Ask Chat with web search on to set customer language against what competitors are shipping and how the market is moving.
3. Track keyword frequency and sentiment over time on a dashboard to catch vocabulary shifting before a campaign goes out on the old words.

Steal this agent first: Weekly customer language digest — the phrases customers used this week, grouped by theme, each with a real quote.

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Where to go next

• What is Dovetail? for how Projects, Channels, Chat, and Agents fit together.
• Agent use cases library for prompts organized by team, well beyond the one suggested for your role.
• Dovetail terminology if a word on this page is new to you.