# How to hand a product's feedback to a new owner > To hand a product's feedback to a new owner, export its CSV history, copy the internal notes that still matter into a handover document, change the notification webhook to the new owner's channel, and confirm they can sign in. The hosted link and the widget key do not change during a handover. Source: https://escutaproduto.com/resources/hand-off-product-owner Last updated: 2026-10-11 ## What changes when a product changes hands? Very little in the software, and a lot in the people. The product, its feedback history, its hosted link and its widget key stay exactly as they are. What changes is who reads the inbox, who receives the alerts, and who answers customers. A handover is therefore a checklist about people and routes, and most of its failures come from information that lived only in the previous owner's head. The product settings in Escuta Produto do not include an owner field, so ownership lives in your routine and in your team's notes. Make that explicit during the handover, so the next person knows where to look. ## How do you export the history before the handover? Export the product's CSV while the previous owner is still around. The file contains every feedback item, with the id, created date, kind, status, rating, message, name, email, page URL, country, source, user agent and metadata. Keep the filename, which includes the product slug and the export date, so the file is easy to find later. Export once more on the day of the handover, and keep both files. The first gives you the state before the change, and the second is the record of what the new owner inherited. Store them in the same shared folder as the weekly digest, so nobody has to ask where the history went. ## What happens to internal notes during a handover? Internal notes need extra care. Each feedback item can hold private notes, but notes are not part of the CSV export. If a note explains why a feature was declined, or that a customer is waiting for a fix, the new owner will not see it in the file. Before the handover, read the notes on the open items and the recent closed ones. Copy anything that still matters into a handover document, grouped by customer or by theme. Keep the document short. A list of ten open decisions, each with one line of reasoning, is more useful than a dump of every note the previous owner ever wrote. ## Who should receive the alerts after the change? Alerts go to the notification webhook, which is one field on the product. Open the product's settings, replace the webhook with one that points to the new owner's channel, and save. Items that arrive after the save go to the new channel. Items sent before it are already in the inbox and do not need a re-send. Tell the old channel before you switch. A short message that names the product and the new channel prevents the case where alerts quietly stop and nobody asks why. If the old channel is shared with other products, leave its own webhooks in place and change only the one for this product. The [notifications guide](/docs/notifications) shows what each alert contains, which is worth sharing with the new owner so they know what to expect in their channel. An alert carries the item type, the product name, the rating, the sender, an excerpt and a link to the full item, so the new owner can start from the link without asking you for context. Check that the new owner can actually sign in to the dashboard. Sign-up is restricted to the workspace owner, so confirm access before the handover date, not on the day they need to reply to a customer. If they cannot sign in, sort it out with the workspace owner first. ## Do the hosted link and the widget key change? No, and that is the point. The hosted feedback page keeps its address, so links already in emails, app store listings and support articles keep working. The widget key stays the same, so the snippet on the product's site does not need a deploy. Rotating the key is a different action, used when a key is being abused, and it is not part of a normal handover. For that, read [when and how to rotate a feedback widget key](/resources/rotate-product-key). Because nothing technical changes, the handover is mostly a matter of routing. That is good news, but it is also a reason to write the routing down, so the new owner knows the alerts and the link are theirs to maintain. ## What belongs in a handover checklist? Use a short checklist and tick it in one sitting: 1. Export the CSV and save it with the date. 2. Copy the internal notes on open and recent items into the handover document. 3. Change the notification webhook to the new owner's channel. 4. Post the change in the old channel and the new one. 5. Confirm the new owner can sign in to the dashboard. 6. Agree on the review slot the new owner will use, and add it to the calendar. 7. Add the hosted link and the website to the handover document, so the new owner can find them. Keep the list with the product's other notes. The next handover will be faster because the first one left a template behind. ## Making the handover inside Escuta Produto Once the checklist is done, the product works the same way it did before. The new owner opens the product, filters the inbox by status, and starts from the New filter. Because the statuses and the inbox are shared across products, the new owner learns one routine, not a new tool. For the reasoning behind a single inbox, read [one feedback inbox for many products](/resources/one-inbox-many-products). If the product is winding down rather than changing hands, [handling feedback for a product in maintenance mode](/resources/feedback-maintenance-mode-product) covers the reading and replying side of that situation. ## Frequently asked questions ### Does the CSV export include internal notes? No. The export includes the item fields such as kind, status, rating, message, metadata and page URL, but not the private internal notes. Copy the notes that still matter into a handover document before the change. ### Do I need to change the widget key when a product changes owner? No. The widget key and the hosted feedback link stay the same during a handover, so the snippet on the site and the links in emails keep working. Only change the notification webhook so alerts reach the new owner's channel. ### How do I make sure the new owner gets the alerts? Replace the notification webhook in the product settings with a webhook for the new owner's channel, then post the change in both channels. Send a test item from the real site and confirm the alert arrives where the new owner reads.