How to create and track actions in Insights

Insights AI helps teams move from identifying problems to driving measurable improvement. Once you’ve identified high-impact recommendations, the next step is turning those insights into accountable action.

With Actions and Tracking in Insights, teams can convert recommendations into structured initiatives with clear ownership, timelines, and measurable goals. This ensures important issues don’t stop at discussion—they move toward execution and follow-through.

To begin tracking progress on a recommendation, go to Insights AI.

After clicking Start tracking, a drawer opens on the right side of the screen where you can configure the action.

Some fields are automatically populated based on the selected recommendation.

The following fields are pre-filled using recommendation data, but can still be edited if needed:

This allows teams to quickly create actions while still making adjustments based on business needs.

The following fields are automatically populated and cannot be edited:

These values are directly tied to the recommendation being tracked.

In the Target Sentiment score field, enter the score you want to achieve.

You can also view the current sentiment score directly below the field to help determine a realistic target.

Click the dropdown button in the Due date field to select the target completion date for the action.

This helps teams define when the desired improvement should be achieved.

Click the dropdown button in the Assignee field to select the person responsible for the action.

Assigning ownership helps ensure accountability and follow-through.

Once all required details are completed, click Save in the top-right corner of the panel.

The recommendation will now become a tracked action that can be monitored over time.

As soon as the action is created, you will automatically be navigated to the Progress tab.

The Progress page helps you monitor how the action is performing over time and whether it is moving toward the target sentiment score.

Here, you can view:

You can also view additional tracking details, including:

This gives teams a centralized view of execution progress and performance improvement for the action.

Below the score tracking section, you’ll see the “How to improve your Sentiment score” table.

This section breaks down the specific issues contributing to the sentiment score decline and highlights the areas that need attention.

Each row includes:

The recommendations are prioritized based on impact, helping teams focus on the most critical issues first.

The Progress column allows teams to take action on individual issues identified within the tracked recommendation.

Click Create ticket next to a recommendation to create and assign a ticket for that specific issue.

When creating a ticket, you can choose the specific locations impacted by the challenge.

To select locations:

This helps teams create more targeted tickets for specific stores or regions.

To view the names of the impacted locations for a challenge:

This displays the list of locations associated with that particular challenge, helping teams better understand where the issue is occurring most frequently.

Use the Status dropdown to define the current stage of the ticket. Selecting the appropriate status helps teams track ticket progress and monitor execution more effectively.

Use the Due date field to define the target completion date for the ticket.

To select a due date:

Setting a due date helps teams track timelines and ensure issues are resolved within the expected timeframe.

Use the Assignee dropdown to select the user responsible for resolving the ticket.

To assign a ticket owner:

Once assigned, the ticket details are automatically sent to the assignee via email, ensuring they are notified and can take action promptly.

Assigning ownership helps teams maintain accountability and ensures the ticket is routed to the appropriate person for action.

Once all required details are completed:

The ticket will be created and linked to the tracked action, helping teams manage and resolve specific issues contributing to the recommendation.

The “What are you doing to improve the Sentiment score” section displays all tickets created for the tracked action.

This table helps teams monitor ongoing work related to the recommendation in one centralized view.

For each ticket, you can view:

This makes it easier to track execution progress, monitor accountability, and understand what actions are being taken to improve the sentiment score.

The “How is your business performing across locations” section provides a location-level breakdown of sentiment performance.

This view helps teams compare how individual locations are performing and identify stores that may require additional attention.

The table includes:

This allows teams to quickly identify:

Use this view to better understand how sentiment performance is distributed across your business and where improvement efforts may be needed most.

To generate an AI-powered summary of location performance:

Insights will generate a summary highlighting:

This helps teams quickly understand overall business performance without manually reviewing each location individually.

The “What are the top themes” section provides a visual representation of the most frequently mentioned topics in customer feedback.

The word cloud highlights recurring themes across reviews and surveys, helping teams quickly identify the areas customers talk about most often.

Themes are color-coded based on sentiment:

Larger bubbles represent themes that appear more frequently in customer feedback.

Alongside the visualization, Insights also generates an AI-powered summary explaining:

This helps teams quickly understand major customer perception trends without manually analyzing individual reviews.

You can click on any theme in the word cloud to explore detailed customer feedback related to that topic.

For example, clicking “Exceptional Food” opens a detailed view showing reviews and mentions associated with that theme.

Within this view, you can:

You can also hover over a keyword or mention in the word cloud to view how many times it appeared in customer feedback.

This helps teams better understand the context behind customer sentiment and identify the specific experiences driving positive or negative feedback.

Click Actions next to a review and select Edit snippet to modify or create snippets from the review text.

You can highlight any part of the review and classify it as:

hover over the highlighted text to change its sentiment or remove the snippet entirely.

This helps improve sentiment categorization accuracy and ensures important customer feedback is properly tagged for analysis.

This section helps you understand how customers talk about different aspects of your business through categorized sentiment analysis. It visually breaks down customer feedback into categories, keywords, and descriptive adjectives, making it easier to identify common themes and sentiment patterns across reviews.

The circular visualization breaks customer feedback into three levels: Category, Keyword, and Adjective. Each level provides deeper insight into how customers describe their experience.

The colors indicate sentiment:

This visualization helps you quickly identify which topics customers talk about most and understand the sentiment associated with them.