# What is a feedback inbox? > A feedback inbox is a single list where all customer messages arrive, each with a status, its context and private internal notes. It replaces scattered emails, chat threads and spreadsheets, so the team reads and decides from one record. Source: https://escutaproduto.com/resources/what-is-a-feedback-inbox Last updated: 2026-10-09 ## What does a feedback inbox hold? A feedback inbox holds every customer message that is meant to inform the product. A message is one item: a bug report, an idea, a piece of praise or a message labeled other. Each item keeps the text the customer sent, the type they chose, the time it arrived and whatever context came with it. The inbox is a record, not a conversation. Email is built for back-and-forth between two people. A feedback inbox is built for a team to read many items, decide what each one means and track what happened to it. ## Why does one place beat scattered channels? Feedback arrives in more places than most teams admit. A message comes through the in-app form, another as a reply to a newsletter, a third in a support thread and a fourth in a direct message to a founder. Each channel has its own owner, and no single person sees the whole picture. One place fixes three problems: 1. **Nothing gets lost.** Every message enters the same list, so an item cannot sit in a personal folder forever. 2. **Repeats become visible.** Five customers describing the same problem are easy to spot when they sit next to each other. 3. **Decisions are shared.** The status and internal notes live with the item, so the next person knows what was decided and why. The inbox does not need to replace every other channel. It needs to hold the messages you intend to act on. ## What does a feedback inbox need? A useful inbox needs three things. Without them it becomes a second email account. - **Statuses.** Every item shows where it stands, such as new, planned, in progress, done or closed. Statuses turn the inbox from a pile into a queue. - **Search.** The team needs to find every message that mentions a word, a feature or a page. Text search over the message is the minimum. - **Context.** The page URL, browser and user details should travel with the message. An item without context costs a reply just to ask where the customer was. Internal notes are the fourth thing that matters most. They are private to the team, so you can record a decision, a reason or a note about who to tell. ## How do filters and product scope work? When one company runs several products, the inbox must separate them. Escuta Produto gives each product its own inbox, with filters by status and type. A team that runs three products sees each one as a separate list, and each list shows counts by type, text search, a 30-day chart and the average rating. Keep the statuses the same across products. A shared vocabulary means that the same routine works for every inbox, and a status chart means the same thing wherever you look. ## What should an inbox avoid? An inbox works best when it is simple. Avoid the features that turn a feedback record into a project tracker: - **Too many categories.** Escuta Produto uses type and status rather than free tags, because a long tag list is hard to maintain. Use internal notes for anything more specific. - **Automatic replies that pretend to be personal.** Customers can tell. Reply from your own email instead. - **Duplicate handling by hand.** Use search and notes to find repeats, since Escuta Produto has no merge feature. Keep the inbox focused on what customers said and what you decided. Let the rest of your tools handle the build work. ## How do you export an inbox? Export the product's feedback as a CSV file to count themes, share a quarterly summary or work in a spreadsheet. Escuta Produto exports UTF-8, which opens correctly in Excel and Google Sheets. The export is the escape route: if you ever move away from the inbox, your record goes with you. ## How do you set up a feedback inbox with Escuta Produto? Create a product in Escuta Produto and add the widget or the hosted feedback page. Every message then appears in that product's inbox. Open the inbox at the start of each week, filter by new, and work through the items with the routine described in [how to triage customer feedback](/resources/how-to-triage-customer-feedback). For the definition of the decision step, read [what feedback triage is](/resources/what-is-feedback-triage). For the context each item carries, read [what feedback metadata is and why it matters](/resources/what-is-feedback-metadata). To send messages from your own backend or mobile app into the same inbox, use the [REST API documentation](/docs/api). ## Frequently asked questions ### What is a feedback inbox in one sentence? A feedback inbox is a single list where all customer messages arrive, each with a status, its context and private internal notes, so the team reads and decides from one shared record. ### How is a feedback inbox different from a support inbox? A support inbox handles conversations that need a reply to one customer. A feedback inbox holds messages for the team to read and decide on, with statuses and notes that track what happened to each item and why. ### What should a feedback inbox show for each message? Show the message, its type, its status and the time it arrived. Keep the page URL, browser and user details attached, plus private internal notes, so a reader can act on the item without asking the customer basic questions. ### Can I export my feedback inbox? Yes. Escuta Produto exports a product's feedback as UTF-8 CSV, which opens correctly in Excel and Google Sheets. Use the export for spreadsheet analysis or to keep a copy of your record.