New in Twine

Understand how intel patterns and priorities vary across different customer segments, industries, and account types. Product teams can identify unique needs for specific customer segments, while GTM leaders can refine their targeting and messaging. The analysis automatically surfaces statistically significant differences in how segments talk about your product. These insights help teams develop more targeted product strategies and go-to-market approaches.

Twine automatically generates polished, shareable reports complete with revenue impact analysis, video highlights, and affected customer lists. Product teams can use these reports for roadmap reviews and planning sessions, while GTM leaders can include them in business reviews. Each report maintains full links to source material and supporting evidence for detailed exploration. This capability helps teams effectively communicate customer needs and priorities across their organization.

Quantify the business impact of customer intel themes by automatically connecting them to CRM opportunities and revenue data. Product teams can understand the potential ROI of addressing specific customer needs, while GTM leaders can track how feedback patterns relate to deal outcomes. The system automatically updates impact metrics as new conversations and CRM data come in. These metrics help teams make more informed decisions about where to invest their resources.

Twine has achieved SOC 2 Type II certification, demonstrating our commitment to enterprise-grade security and privacy controls. The certification validates our systems, processes, and policies meet rigorous industry standards for protecting customer data. Teams can trust that their sensitive customer conversations and intel are handled with appropriate security measures. This compliance achievement helps organizations confidently deploy Twine across their customer-facing teams.

Automatically analyze calls from Fireflies and Aircall to expand your customer intel capture across more sales and CS conversation sources. The integrations work with both historical and new recordings, immediately building a comprehensive view of customer and market intel. Teams can maintain their existing workflows while ensuring no valuable intel is missed. These connections help organizations capture customer intel across all their communication channels without adding complexity.

Standardize how teams communicate updates to customers with customizable templates for different types of announcements. Product teams can ensure consistent messaging about feature releases and updates, while GTM teams maintain clarity around program changes. This structured approach to customer communications helps teams maintain effectiveness in their outreach.

Access a library of pre-built templates for common digest types including deal blockers, renewal risks, and product area feedback. Each template comes with optimized categorization rules and formatting for specific use cases and team needs. Product and GTM leaders can quickly deploy proven report formats without spending time on configuration. These templates help teams start getting value from their customer intel faster, delivered where they already work, while following established best practices.

Automatically analyze all your Chorus calls to capture comprehensive customer intel without changing your existing workflow. The integration works with both historical and new recordings, immediately building a rich base of customer and market intel from sales and CS calls. Teams can maintain their preferred recording tool while gaining Twine's powerful intel extraction and distribution capabilities. This seamless connection ensures valuable customer feedback isn't siloed in your conversation recording system.

Enhanced AI models deliver more accurate and comprehensive intel capture from customer conversations with significantly reduced noise. The system better understands context and nuance, correctly identifying implicit feedback and complex feature requests. Teams receive higher quality intel with fewer false positives and better accuracy. These improvements help organizations build a cleaner, more reliable foundation of customer intel to inform their decisions.

AI automatically identifies which customers and account owners need to know about product updates based on their conversation history and intel patterns. Product teams can ensure new features reach the customers who requested them, while GTM teams can prioritize their customer outreach effectively. The system provides account owners with relevant context about why each customer was matched to an announcement. This intelligent routing helps teams close the loop on customer feedback while maximizing the impact of product releases.

Map your unique CRM fields and values to Twine's analysis engine for more accurate and relevant intel categorization. Teams can ensure customer intel is properly segmented and filtered based on their specific business context and customer segments. The flexible mapping system supports custom fields, adapting to your existing data structure. This deep customization helps teams maintain consistency between their CRM and customer intel systems.

Create specialized recurring reports tailored to different team needs and objectives using Twine's flexible digest engine. Product teams can track feedback about specific feature areas, while GTM leaders can monitor customer sentiment across different segments. Each digest can be configured with custom categorization rules, delivery schedules, and distribution channels. This customization ensures every team receives relevant customer intel in a format that matches their workflow and decision-making needs.

Receive recurring AI-generated analysis of key customer intel themes delivered to your team with all context needed for quick decisions. The digests automatically identify patterns across conversations, highlighting emerging issues and consistent customer requests. Each theme links to supporting evidence including customer quotes, video clips, customers impacted, and revenue amounts from your CRM. This automated approach to intel synthesis saves teams hours of manual analysis while ensuring no important patterns are missed, and can be delivered directly to Slack.

Connect Twine directly to your Gong workspace for automatic analysis of all your sales and customer success calls. The integration also works retroactively, immediately analyzing recent calls to build a rich base of customer intel. Teams maintain their existing recording workflow while gaining Twine's automated intel extraction and distribution capabilities. This seamless connection ensures no valuable customer intel is missed while preserving the tools and processes your teams already know.

Track and analyze competitive mentions across all sales and CS conversations to understand your market position and gaps. Twine automatically captures when customers compare your features, pricing, or service to alternatives they're considering. Product teams get structured intel about competitive differentiators and feature gaps, while sales teams receive real-world examples of how to position against specific competitors. This comprehensive view of competitive intel helps teams make informed decisions about product strategy and go-to-market messaging.

Automatically capture and distribute positive customer feedback throughout your organization to boost team morale and inform product strategy. Twine now identifies specific features, workflows, or team members that customers praise, and creates clips of those key moments. Product teams can understand which features are delivering the most value, while GTM teams get real customer testimonials to support their conversations. This systematic approach to tracking customer satisfaction helps teams celebrate wins and double down on what's working well in product and positioning.

Instantly surface and escalate critical customer issues that could impact revenue or retention. Twine automatically detects urgent language, timeline pressures, and expressions of dissatisfaction to identify high-priority concerns. Each flagged issue includes full context about the customer's situation, linking to relevant CRM data to help teams understand the business impact. This proactive detection ensures critical problems don't get lost in the noise of daily customer communications, allowing teams to address issues before they affect customer relationships.

Enrich all customer intel with CRM data to understand the full business context of every piece of intel. Filter and analyze customer intel by account or deal data from your CRM. Product teams can identify patterns in intel across different customer segments, while GTM leaders can quantify the revenue impact of specific feature requests. This deep integration helps teams prioritize product investments and customer requests based on potential business impact.

Twine’s intel extraction now automatically identifies and categorizes customer feedback into product and service-related intel streams for more targeted analysis. Product managers receive structured feature requests and usability feedback, while customer success leaders get visibility into service delivery and support issues. The AI engine understands context and sentiment, ensuring feedback is routed correctly even when customers express multiple types of feedback in a single conversation.

Share customer intel and reports directly in your team's Slack channels, with supporting video clips added in threads for easy reference. Stakeholders can quickly react and start discussions around specific pieces of intel without leaving their regular workflow. This deep integration helps teams stay aligned on customer needs while reducing the friction of sharing and discussing customer intel across the organization.

Get comprehensive AI-generated summaries after every customer conversation, complete with extracted intel and key moments summarized and clipped. The reports automatically categorize intel into product requests, service issues, competitive intel, and success stories, making it easy for different teams to quickly find relevant information. Each report includes video clips of crucial moments and maintains links to the full conversation context. Teams can stay informed of customer needs and sentiment even when they can't attend calls directly, ensuring no critical intel falls through the cracks.

Important customer moments directly from any conversation are now automatically clipped. Product teams can instantly share specific customer intel with their engineering teams, while GTM leaders can highlight successful customer stories or critical issues that need attention. Each clip maintains its full context, linking back to the original conversation and associated account data for complete understanding. This visual approach to sharing customer intel makes feedback more compelling and actionable while dramatically reducing the time spent summarizing or manually clipping customer conversations.

Configure exactly which meetings Twine should analyze based on meeting attendees, titles, or custom rules you define. Sales and CS can focus on particular stages of the customer journey or segments. The flexible override system lets you manually include or exclude any meeting, giving you complete control over which conversations contribute to your intel base. This granular control helps teams maintain clean, relevant intel streams without capturing internal meetings or irrelevant conversations, making downstream analysis and reporting more actionable.

Our AI assistant now automatically joins your customer calls, eliminating the need for manual recording setup or tool configuration. The bot works in the background, analyzing conversations in real-time to capture product feedback, feature requests, and critical issues as structured intel. Teams can stay focused on building relationships and solving customer problems, while Twine ensures no valuable intel is missed across hundreds of daily conversations. This automated approach means product and GTM leaders get comprehensive, consistent intel from every customer interaction without adding process overhead for their teams.