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Call recorders

Grain integration

Connect Grain to import feedback from your recorded customer calls into Featurebase.

Written By Markus Palm

Last updated 4 days ago

Grain x Featurebase integration.

Overview

Connect Grain to bring feedback from your customer calls into Featurebase automatically. Your team no longer has to write up notes or submit feedback after every sales, customer success, or product call.

Autopilot reads each transcript, pulls out the feedback, and links it to the right Requests as Insights. New ideas get their own Requests, visible only to your team, and anything Autopilot isn't sure about waits for you in Triage. You stay in full control of what reaches your Feedback Portal.

Note: Call recorder integrations are in beta.

Setting up the Grain integration

You need permission to manage integrations in Featurebase. In Grain, a workspace admin on the Business or Enterprise plan creates the token.

  1. In Grain, go to Workspace settings → Integrations → API

  2. Generate a Workspace Access Token, not a personal token, and copy it

  3. In Featurebase, go to Settings → Integrations

  4. Select Call recordings and click 'Connect' on the Grain card

  5. Paste your token into Workspace Access Token

  6. Click 'Connect and import last 30 days'

Featurebase checks the token with Grain and starts the import. The Grain settings open and show the import progress. If Grain rejects the token, Featurebase shows the reason so you can fix it.

In the Grain settings, Only calls with customers is on by default and skips calls where everyone is from your team. With this setting on, Featurebase asks Grain only for recordings with external participants.

To import recordings from specific Grain teams only, select them under Teams. All teams is the default.

Click 'Save' after you change a setting. To change the settings later, click 'Configure' on the Grain card in Settings → Integrations. Changes apply to calls that Featurebase has not checked yet.

How it works

When you connect, Featurebase imports finished calls from the last 30 days. New calls then appear in Triage about 10 minutes after Grain finishes the transcript.

How much Autopilot handles on its own depends on your automation level. Featurebase attributes the feedback to the customer who spoke most, when that person already exists in your Workspace. Collecting feedback from customer calls explains how to review call feedback, how attribution works, and what stays private.

FAQs

Check these common causes:

  • Grain has not finished the transcript. New calls arrive about 10 minutes after it does

  • Everyone on the call is from your team, and Only calls with customers is on

  • The transcript has fewer than 300 words

  • The call belongs to a team you did not select under Teams

  • The first import is still running. The Grain settings show its progress

Click 'Configure' on the Grain card in Settings → Integrations to see the status. During the first import, the settings show how many calls Featurebase Reviewed, how many it Skipped as internal or short, and how much Feedback found. The status line shows one of these states:

  • Synced: Featurebase is up to date and shows how many calls it reviewed and how many feedback items it created

  • Import delayed · retrying or Sync delayed · retrying: Grain did not respond. Featurebase retries automatically

  • Import did not finish · retrying: The first import stopped early. Featurebase keeps trying on the next sync

  • Not syncing: Grain rejected the token. Reconnect Grain with a new token

Grain rejected the token, for example because it was deleted or expired. To reconnect:

  1. Create a new Workspace Access Token in Grain

  2. Click 'Reconnect' in the Grain settings

  3. Paste the new token and click 'Reconnect'

Featurebase resumes where it stopped and picks up the calls from the gap. The new token must belong to the same Grain workspace. To connect a different workspace, uninstall Grain and connect it again.

You pasted a Personal Access Token, which covers only the recordings one person can access. Ask a Grain workspace admin to create a Workspace Access Token and paste that instead.

No. Featurebase imports each recording once, whichever teams it belongs to.

Click 'Configure' on the Grain card, click 'Uninstall', and confirm. Featurebase stops importing calls from Grain and forgets the token. Transcripts that are still waiting to be processed are deleted, and feedback that was already created stays in Featurebase.

Still need help? Ask the team