tl;dv integration
Connect tl;dv to import feedback from your recorded customer calls into Featurebase.
Written By Markus Palm
Last updated 4 days ago
Overview
Connect tl;dv 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 tl;dv integration
You need permission to manage integrations in Featurebase and a tl;dv plan with API access: Pro, Business, or Enterprise. tl;dv makes a meeting available through its API only when the meeting's organizer is on one of these plans.
In tl;dv, go to Settings → Personal Settings → API Keys
Generate a new API key and copy it
In Featurebase, go to Settings → Integrations
Select Call recordings and click 'Connect' on the tl;dv card
Paste your key into API key
Click 'Connect and import last 30 days'
Featurebase checks the key with tl;dv and starts the import. The tl;dv settings open and show the import progress. If tl;dv rejects the key, Featurebase shows the reason so you can fix it.
In the tl;dv settings, Only calls with customers is on by default and skips calls where everyone is from your team. With this setting on, Featurebase asks tl;dv for external meetings only, so internal meetings are never read.
Click 'Save' after you change a setting. To change the settings later, click 'Configure' on the tl;dv card in Settings → Integrations. Changes apply to calls that Featurebase has not checked yet.
Tip: To capture every customer call, go to Preferences → Automations in tl;dv and set Auto-record calendar events to All meetings or External meetings.
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 tl;dv 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
Why is a call missing from Triage?
Why is a call missing from Triage?
Check these common causes:
tl;dv 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 owner of the API key cannot access the meeting through the tl;dv API
The meeting's organizer is not on a tl;dv plan with API access. Sharing the meeting with a paid user does not change this
The first import is still running. The tl;dv settings show its progress
What do the sync statuses mean?
What do the sync statuses mean?
Click 'Configure' on the tl;dv 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: tl;dv 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: tl;dv rejected the key. Reconnect tl;dv with a new key
What does "Reconnection required" mean?
What does "Reconnection required" mean?
tl;dv rejected the key, for example because it was deleted or expired. To reconnect:
Click 'Reconnect' in the tl;dv settings
Paste the new key and click 'Reconnect'
Featurebase resumes where it stopped and picks up the calls from the gap. The new key must belong to the same tl;dv workspace. To connect a different workspace, uninstall tl;dv and connect it again.
How do I uninstall tl;dv?
How do I uninstall tl;dv?
Click 'Configure' on the tl;dv card, click 'Uninstall', and confirm. Featurebase stops importing calls from tl;dv and forgets the key. 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