Why don't I see Insights, Close the Loop, or Alerts?
Insights, Close the Loop, and Alerts are add-ons. If you don’t see one, there are two possible reasons: your organization hasn’t enabled the add-on, or you don’t yet have access to the right touchpoints. These are two separate things.
Add-on vs. access — what’s the difference?
Section titled “Add-on vs. access — what’s the difference?”Think of it as two locks, both of which have to be open.
- The add-on is switched on for your whole organization. It decides whether the feature exists in the app at all. If it’s off, the related tab or buttons aren’t there for anyone.
- Your access to touchpoints decides whether you have anything to view inside that feature. You can have the add-on and still see an empty state if no touchpoints are assigned to you.
So “I don’t see it at all” usually points to the add-on. “I see it but it’s empty” usually points to access.
Insights
Section titled “Insights”The Insights tab shows scores, response counts, top categories, and AI recommendations for the last 30 days.
- No Insights tab at all? The Insights add-on isn’t enabled for your organization.
- Tab is there but shows “Contact your administrator to get access.” The add-on is on, but you don’t have access to any touchpoints with analytics. Ask your administrator to grant it. (If you’re offline, the same empty state can appear — reconnect first.)
Close the Loop
Section titled “Close the Loop”Close the Loop lets you reply to customers in the app and track conversations through To do, In progress, and Done.
- No reply options, and no Card / List toggle? The Close the Loop add-on isn’t enabled.
- Reply button greyed out or missing on a survey? You may have access to view feedback but not to reply — replying is a separate permission. Ask your administrator. One exception: on a conversation marked Done, the reply button disappears for everyone — the loop is closed, so that’s not a permissions problem.
Alerts
Section titled “Alerts”The bottom Notifications tab shows feedback colleagues forward to you, on a page titled Shared with you.
ℹ️ Alerts is a planned add-on, not yet part of the app. When it ships and your organization enables it, this tab will also carry automated trend and threshold alerts and be renamed Alerts. See About alerts.
What to ask your administrator
Section titled “What to ask your administrator”- “Is the [Insights / Close the Loop] add-on enabled for us?”
- “Do I have access to the right touchpoints?”
- For Close the Loop: “Do I have permission to reply to customers, not just view feedback?”