Feedback Sources

Overview

Hissuno captures customer feedback from multiple channels and consolidates it into a single session list. Each source integration creates sessions automatically when conversations occur, so your team does not need to manually log feedback.

Supported source channels are: Widget, Slack, Intercom, Gong, Fathom, Zendesk, API, and manual entry.

Widget

The Hissuno widget is an embeddable chat component that you add to your website or application. It provides a direct channel for customers to interact with the Hissuno Agent.

How It Works

1. Install the @hissuno/widget npm package or embed the script tag in your site
2. Configure the widget with your project ID
3. Customers open the chat and send messages
4. The Hissuno Agent responds in real time using your project's knowledge packages
5. Each conversation is captured as a feedback session with the source set to Widget

Sessions are created when a customer sends their first message. The widget passes metadata including the page URL, page title, and any custom user metadata you provide (name, email, user ID). Features include real-time streaming responses, session continuity across page navigations, automatic idle closing, and human takeover from the dashboard.

Slack

The Slack integration connects your workspace so that customer conversations happening in Slack channels are captured as feedback sessions.

Setup

1. Navigate to Integrations in the sidebar
2. Click Connect to Slack to begin the OAuth flow
3. Authorize the Hissuno app in your Slack workspace
4. Select which channels to monitor

Channel Modes

Each connected channel operates in one of two modes:

Mode	Behavior
Interactive	The AI agent actively responds to messages in the channel. Each thread becomes a session where the bot participates in the conversation.
Passive	Messages are captured as sessions for review, but the AI agent does not respond. This mode is for monitoring channels where you want to collect feedback without bot interference.

Capture Scope

For each channel, you can configure the capture scope:

• External only: Only capture threads that involve external participants (customers, partners). Internal team discussions are ignored.
• All: Capture all threads in the channel regardless of participants.

Thread Mapping and Human Takeover

Each Slack thread maps to one feedback session. Messages within the thread are recorded with the correct sender type. When a human agent responds in an interactive thread, the system tracks the handoff for analytics. Team members can also take over a session from the dashboard and respond via Slack DM forwarding.

Intercom

The Intercom integration syncs your Intercom conversations into Hissuno as feedback sessions.

Setup

1. Navigate to Integrations in the sidebar
2. Enter your Intercom access token
3. Configure sync settings including frequency and date filters
4. Click Connect to validate credentials and save

Sync Configuration

Setting	Options	Description
Sync Frequency	Manual, Every 1h, Every 6h, Every 24h	How often conversations are pulled from Intercom
Date Filter	From date, To date	Restrict which conversations are synced based on their creation date

How Sync Works

When a sync runs (manually or on schedule), Hissuno:

1. Fetches conversations from Intercom using the configured filters
2. Checks each conversation against the sync history to avoid duplicates
3. Creates a new feedback session for each unseen conversation
4. Records the conversation parts as session messages
5. Updates the sync state with the result (success/error, count)

Each sync run is tracked with statistics: conversations found, synced, and skipped. You can view the last five sync runs in the integration settings.

Sync Modes

• Incremental: Only new conversations since the last sync are processed (default behavior)
• Start from scratch: Clears sync history and re-imports all matching conversations

Gong

The Gong integration imports call recordings and transcripts as feedback sessions with the meeting session type.

Setup

1. Navigate to Integrations in the sidebar
2. Enter your Gong API credentials: base URL, access key, and access key secret
3. Set sync frequency and optional date filters
4. Click Connect to test and save

Sync Configuration

Setting	Options	Description
Sync Frequency	Manual, Every 1h, Every 6h, Every 24h	How often calls are pulled from Gong
Date Filter	From date, To date	Restrict which calls are synced based on their date

How Sync Works

Gong syncs follow the same pattern as Intercom:

1. Fetch calls from the Gong API with configured filters
2. Deduplicate against previously synced calls
3. Create feedback sessions with the meeting type for new calls
4. Import the call transcript as session messages
5. Track sync results including call count and duration

Meeting Transcripts

Gong transcripts are stored as session messages with speaker attribution. The session type is automatically set to meeting, which changes how the conversation is rendered in the dashboard (transcript view instead of chat bubbles).

Fathom

The Fathom integration imports AI meeting notes and transcripts as feedback sessions with the meeting session type.

Setup

1. Navigate to Integrations in the sidebar
2. Enter your Fathom API key (found under Settings > API in your Fathom account)
3. Click Connect to validate and save

Sync Configuration

Setting	Options	Description
Sync Frequency	Manual, Every 1h, Every 6h, Every 24h	How often meetings are pulled from Fathom
Date Filter	From date, To date	Restrict which meetings are synced based on their date

How Sync Works

When a sync runs (manually or on schedule), Hissuno:

1. Fetches meetings from the Fathom API with configured date filters
2. Deduplicates against previously synced meetings
3. Creates a feedback session with the meeting type for each new meeting
4. Imports the meeting transcript and AI-generated notes as session messages
5. Tracks sync results including meeting count

Sync Modes

• Incremental: Only new meetings since the last sync are processed (default behavior)
• Full: Re-scan all meetings from the configured date range. Already imported sessions are skipped.

Zendesk

The Zendesk integration syncs solved and closed support tickets into Hissuno as feedback sessions.

Setup

1. Navigate to Integrations in the sidebar
2. Enter your Zendesk subdomain, admin email, and API token
3. Configure sync settings including frequency and date filters
4. Click Connect to validate and save

Sync Configuration

Setting	Options	Description
Sync Frequency	Manual, Every 1h, Every 6h, Every 24h	How often tickets are pulled from Zendesk
Date Filter	From date, To date	Restrict which tickets are synced based on their solved date

How Sync Works

Zendesk syncs follow the same pattern as Intercom and Gong:

1. Fetch solved/closed tickets from the Zendesk API with configured filters
2. Deduplicate against previously synced tickets
3. Create feedback sessions for each unseen ticket
4. Import the ticket comments as session messages with sender attribution
5. Track sync results including ticket count

Sync Modes

• Incremental: Only new tickets since the last sync are processed (default behavior)
• Start from scratch: Clears sync history and re-imports all matching tickets

API

For channels not covered by the built-in integrations, you can use the Hissuno API to create sessions programmatically.

Send a POST request with project_id, source (set to "api"), messages, and optional user_metadata and tags. API-created sessions follow the same review pipeline as sessions from other sources.

Common use cases include importing feedback from email threads, connecting custom chat platforms, logging in-person conversations, and integrating with internal tools that capture customer sentiment.

Manual Entry

Sessions can be created manually from the dashboard by clicking New Session in the feedback list. Manual sessions support custom names, pre-applied tags, and multiple messages with role attribution. They follow the same review pipeline as any other source.

Source Badges

Each session displays a source badge in the feedback list: Widget, Slack, Intercom, Gong, Fathom, Zendesk, API, or Manual. This helps your team quickly identify the originating channel and prioritize accordingly.