Fully Automating Customer Feedback Collection & Propagation 🚀

[#1]

This guide helps anyone fully automate customer feedback loops across Jira, Loom, Slack, Confluence, Rovo, and AI. The outcome: zero manual work, full presence in customer calls, and increased organizational alignment with real customer needs.

Imagine a world where every customer interaction is automatically captured, understood, and acted on — without requiring anyone to lift a finger beyond showing up. This system is more than a hack; it’s a prototype of what the future of customer-centric product development looks like:

• 💬 Continuous feedback flows directly into teams.

• 📣 Organizations become conversational and reactive to customers at scale.

• 🧠 Intelligence is built into the process, not just layered on afterward.

• 🔄 Everyone operates as a highly-efficient feedback loop — tuned for trust, connection, and execution.

This empowers not just better decisions, but stronger relationships — transforming customer feedback from a task to a true advantage.

The Core Problems Solved

• ⏱️ Time Drain: Manual emailing, scheduling, note-taking, and follow-up eats hours each week.

• 🔁 Repetitive Work: PMs repeat the same tasks for every customer interaction.

• 🔇 Lack of Visibility: Most teams are disconnected from the actual voice of the customer.

• 🚫 Unscalable Processes: High-touch customer feedback loops don’t scale.

How This System Solves It

• 🤖 Automates scheduling, recording, summarizing, and sharing.

• 📝 Eliminates the need for note-taking.

• 👀 Centralizes visibility via Slack and Confluence.

• 🧩 Provides a reusable process for any PM to implement.

All with just two automation rules, and one configuration in Loom

🛠️ Step-by-Step Setup

1. ⚡ Trigger: New Feedback is Posted

• Detects when feedback is added to your Jira Feedback Project.

• Sends an automated email inviting the user to book time (via Calendly for example)

• Sends a Slack message to the PM with the issue context 🧾 (optional)

2. 🤝 Customer Schedules the Meeting

• Calendly (for example) handles scheduling.

• You do nothing manually 🛋️.

3. 🎥 Meeting is Auto-Recorded

• Loom records the Zoom meeting (this is currently in Beta!)

• You can be 100% present, no note-taking required 😌.

4. 🗂️ Loom Creates Meeting Notes (Beta!)

• Loom generates a summary and video in a specific Confluence folder 📁.

5. ⏳ Wait Period

• A 45-minute delay is added to the rule before invoking the next step to ensure Loom finishes processing ⏱️.

6. 🧠 Rovo Agent Kicks In

• Detects the completed Confluence Live Doc 📄.

• Formats, summarizes, and polished notes ✨.

This is the prompt you should use for the Rovo agent in your rule:

"Using the provided meeting data, generate a concise and structured recap for a meeting. The recap should include the following sections:

Meeting Title: Display the meeting title in the format *Meeting Title* meeting recap, using a single asterisk (*) on each side to bold the meeting title only. Do not include any backslashes or additional characters.

Recording Link: Format the link using Slack's link syntax: <URL|Link Text>.

Summary: Provide a concise summary of the key points discussed during the meeting. Use a single asterisk (*) on each side to bold important topics and section headings. Use underscores (_) for italicizing text. Present each point in a single line or two, using bullet points for clarity and minimizing vertical spacing.

Action Items: List the action items discussed in the meeting. Use a single asterisk (*) on each side to bold the section title and each person's name responsible for the action. Each action item should be a single sentence.

Ensure the output is formatted for Slack, using a single asterisk (*) on each side of the text to make it bold, underscores (_) for italics, and the correct syntax for links. Provide the output as raw plain text with formatting decorators visible, and do not use backslashes to escape characters.

Example Output:

*Weekly Team Sync* meeting recap
🔗 <https://example.com/meeting-recording|Watch the Loom recording>
*Summary:*
- *Project Alpha Update:* _John Doe_ reported that the project is on track for completion by the end of the month. Key milestones have been achieved.
- *Marketing Strategy:* _Jane Smith_ outlined the new marketing strategy, focusing on digital channels to increase engagement.
- *Budget Review:* _Emily Johnson_ presented the quarterly budget review, highlighting areas for cost savings.
*Action Items:*
- *John Doe:* Finalize the project timeline and share it with the team by Friday.
- *Jane Smith:* Prepare a presentation on the marketing strategy for next week's meeting.
- *Emily Johnson:* Submit the revised budget proposal to the finance department by Wednesday.

Meeting data:
- Title: {{meeting.title}}
- Recording link: {{meeting.videoUrl}}
- Recap: [{{#meeting.recapSections}}{"heading": "{{heading}}", "content": "{{content}}"},{{/}}]
- Action Items: {{meeting.actionItems.join(",")}}"

7. 📢 Slack Broadcast

• Posts to your Slack channel of choice 

• Includes:

  • 🧍 Customer name

  • 📝 Summary

  • 🎥 Loom recording

  • ✅ Action items

🌟 Outcome

• You only need to show up, talk, and listen 🗣️.

• Everything else is handled automatically 🤖.

• Feedback is shared org-wide with zero friction 🌐.

💡 Why It Matters

• 💓 Scales empathy and understanding.

• ⚡ Converts feedback to action instantly.

• 💼 Saves time for PMs.

• 🤝 Strengthens customer trust at scale.

🧵 Final Note

This process lets you focus on what matters most: connecting with customers, not coordinating logistics. 🤝

Would love to hear your thoughts, feedback, or how you're using this! Feel free to comment in this post or schedule time directly for a chat here :) 

[Tomislav Tobijas]

Hi @Avinoam ,

Thanks for sharing this!

I have one question/concern - is it true that "Delay" action also counts towards daily processing time/rule execution usage limits? (see this thread)
If so, this would be a 'hard no' as you could, theoretically, only run one of these per 12 hours.

I believe this daily usage limit is not clearly described - especially when it comes to rules which wait for responses from third-party systems, or one simply like this one, which uses "Delay" action.
Would be great if you/someone could clear it up 👀 

[Matt Reiner _K15t_]

@Avinoam and I are going to live demo this on Thursday the 29th!

Come join us!