Turn Feedback Into a Reviewable Backlog

Use Business work to turn customer feedback into a saved backlog. Ductor groups related reports and proposes opportunities for you to review. You approve each proposed change, then edit priorities and grouping to reflect your decisions.

Before you start

Sign in to a workspace with Business work available and permission to use its tables and chat. Your workspace operator configures the service and AI provider; see Durable Chat Agent for deployment requirements.

Prepare a batch of up to 50 feedback items and 32 KB. You can paste reports or upload a text or CSV file.

1. Save your feedback

Open Business work and give the work item a title. In What outcome do you want?, describe the result and the decisions you want Ductor to help with. For example:

Group related customer problems into a prioritized backlog. Keep links to the original feedback, separate conflicting requests, and flag reports that need clarification.

Choose a feedback format:

• One report per line: optionally put the account name before |.
• CSV: use exactly two columns, account and content. Quote content that contains commas or line breaks.

account,content
Acorn,"CSV exports stop at 500 rows without a warning."
Birch,"Invite links expire before our colleagues can join."
Cedar,"Let us choose a daily notification digest."

Leave unknown account names blank. Keep the original wording, including repeated reports, so you can review the sources later. To try the workflow with sample data, select Use synthetic feedback; those reports are labelled as examples.

Review the item count and select Save work item. Then select Import feedback to save the original reports and prepare the backlog table. If an import is interrupted, reopen the saved work item and verify or finish the import.

2. Build and approve the backlog

Select Build prioritized backlog. When Ductor proposes a change, review the opportunity, priority, reason and related feedback before selecting Approve change or Reject change.

Approve changes that match the sources and your intended outcome. If a proposal is outside this work item's backlog table, reject it and clarify the instructions.

While work is running, use Change instructions while work continues to adjust the task. For example:

Keep immediate notifications and daily digests as separate options. Do not combine vague performance complaints with a measured search problem unless the feedback establishes the same cause.

Updated instructions are queued for a safe point in the work. Check subsequent proposals and saved results to confirm they reflect your request.

3. Review and edit saved opportunities

When execution stops, review the saved backlog against the original feedback. Source links open the reports on the same page.

For each opportunity, check:

• Grouping: do the reports describe the same problem? Keep uncertain connections and conflicting preferences visible.
• Reach: repeated feedback from one account should not count as several affected customers.
• Priority: does the impact justify its place in the backlog?
• Reason: does the explanation cite the feedback rather than assume a cause?
• Sources: can you trace the opportunity back to the original reports?

Select Edit opportunity to change its title, priority, rationale or related feedback. Choose at least one source, then select Save changes. The saved opportunity is marked as human reviewed. Editing is available after execution has stopped.

For example, you might revise a priority with this reasoning:

Raise optional single sign-on to P1 because it blocks a planned rollout to 80 staff. Keep email sign-in for smaller teams.

If another editor saves first, your stale edit is rejected and your draft stays visible. Copy any changes you want to keep, select Discard draft and reload latest opportunity, then review the latest values before editing again.

4. Continue from saved work

Use Continue from saved work to ask a follow-up in the same conversation. Tell Ductor to read the saved backlog before proposing further changes. For example:

Read the saved backlog and summarize the P1 opportunities with their source feedback. Preserve human-reviewed priorities and grouping.

Review any new proposed writes just as you did for the first pass. A completed execution still needs your review of the resulting priorities and grouping.

Reconnect or retry

Pause live updates pauses the progress feed; accepted work continues. Select Reconnect live updates, or reopen the saved work item, to inspect progress. Reloading while an approval is waiting reopens the same proposal.

Use Retry same request when you need to retry the saved request after a connection problem. Use Continue from saved work when you want to ask a new question. Check the saved backlog before retrying so you understand which changes have already been made.