Workspace Insights is an AI-powered functionality. It helps analyze customer experience data in context by transforming existing workspace content into meaningful and actionable insights.
This feature is particularly useful for identifying recurring patterns, key pain points, and strategic opportunities across various journeys, personas, and other areas.
Note: Only users of the Business and Enterprise plans can access the Workspace Insights functionality.
Where to find Workspace Insights
Every insight generated inside the workspace is visible to all workspace members. However, only workspace contributors can generate insights.
You can access insights from the upper menu on the dashboard, along with other Reports.
Note: If you or someone else deletes an insight, it will be permanently removed for everyone. Deleted insights can’t be restored.
How to generate Workspace insights
To create a new insight, go to the Workspace insights report page and click the ‘ADD NEW’ button.
Step 1: (Re)index the workspace (skip this step if indexing is up-to-date)
To generate insights, you must first index the workspace. This indexing step allows the AI to access relevant workspace content, while omitting any personally identifiable information (e.g., document owners, tags, touchpoint owners, Chunk creators).
If the workspace has already been indexed, you will see the date/time when it happened. AI won’t have access to any information added after that time unless you reindex your workspace:
Step 2: Set the scope
You can select which content to use for generating an insight:
tags (when you want to analyze only specific maps, personas, or CX chunks);
journey maps;
personas;
documents (uploaded to the Team Library or directly).
Tip: Uploading supporting documents can help add context and make insights more relevant.
Step 3: Switch on chunk generation (or not)
Along with a new insight, you can also automatically generate draft CX Chunks related to your request.
Step 4: Enter a question or request you want to explore
You can start with example requests...
... or write your own.
When writing a request or question, remember to be specific. The more focused your input, the more meaningful the insight will be.
For example:
✅ Across all journeys, which journey stages are best for offering additional services without hurting CX?
🚫 Show me insights
Note: To generate high-quality insights, your workspace must contain relevant and meaningful data included in the analysis scope. Otherwise, results may be too generic.
Want to see it in action?
If you're unsure how to get started or want to explore how Workspace Insights can help your team, book a live demo with us. We’ll walk you through real-world examples and help you maximize the value of your workspace data.