📢 Changelog – Fresh Features & Fewer Bugs (Hopefully)
Ah, updates - like taxes and awkward Zoom calls, they’re inevitable. But at least ours are more fun, come with fewer surprises and (hopefully) more fixes. Here’s where you’ll find what’s new, what’s improved, and what we accidentally broke (but promptly fixed). So grab a coffee, take a deep breath, and dive into the wonderful world of feedback evolution - one update at a time.
Use Caplena to analyze Zendesk support tickets effortlessly
Key Features:
1. Easy Setup: Connect your Zendesk account to Caplena in just a few clicks.
2. Daily Sync: Automatically sync ticket data for up-to-date analysis.
3. Advanced Text Analytics on conversations: Gain insights into trends, issues, and sentiments. Powered by our conversation analysis feature.
Connect your Zendesk account in Caplena to get started.
The LLM-powered translation in Caplena now understands your project — not just your words.
Translation has always been tricky when your data contains industry jargon, brand names, or survey-specific terminology. Generic translation tools don't know that "Comfort" is a fabric softener brand, or that "awareness" in your survey means something very specific.
That's why we've added context to the translation process. Caplena in the new LLM based translation now passes your project description and column descriptions directly to the LLM when translating — so it understands what it's translating, not just the words themselves.
For most everyday language, translation works well out of the box. But the real difference shows up in edge cases: brand names that shouldn't be translated, product-specific vocabulary, or subtle phrasing that carries meaning in your survey context. With added context, the LLM can make smarter, more faithful translation decisions — right where it counts.
Select the LLM based translation when creating the project.
The Topic Sentiment insight element now supports comparing multiple segments side by side in a single view.
Previously, analyzing sentiment across segments required switching the segment filter back and forth. Now, when multiple segments are selected, the chart displays all of them at once, stacked by segment, so you can immediately see how sentiment on each topic varies across your audience.
What's new:
You can now connect your Intercom account to Caplena and import conversations and survey responses directly — no manual exports needed. Set up the connection once, and pull in the data you want to analyze with topics, sentiment, and all the other tools you're used to.
You can now analyze full chat(bot) conversations — not just individual comments — directly in the Topics View.
When you enable Chatbot Conversations, Caplena displays each row as a threaded conversation between speakers, with bot and user messages shown in context. Every message is individually tagged with its topic and sentiment, so you can see exactly where a conversation shifts from a product question to a support request.
Define who's who in your data by mapping name identifiers (like <<USER>> or <<BOT>>) to readable speaker names such as "Customer" and "Chatbot." Caplena supports WhatsApp-style timestamps and common chat export formats out of the box, and you can add as many speakers as you need.
Enable Chatbot Conversations in your project's Topics settings to get started.
We've completely reworked how you create and manage segments in Caplena — making it faster, more flexible, and a lot more powerful.
The new Segment Editor gives you two ways to get started: manually or via AI prompt.
If you know exactly what you're looking for, the Manual path lets you build segments by combining filters — topics, categories, sentiment, rating, date range, and more. You get precise control over exactly which responses land in each segment.
Prefer to move faster? Use the new Create Through Prompt option: just describe what you're looking for in plain language, and Caplena will generate the segment for you. Great for exploring your data or quickly setting up common groupings without having to configure each filter by hand.
One of the most requested improvements: you can now create multiple segments in a single flow, rather than going back and forth through the editor one by one. Select the values you want to work with and create segments from them in bulk — a big time-saver when you're setting up a new project or reorganizing an existing one.
Once a segment exists, editing it is straightforward. You can update the name, adjust the filters, and pick a custom color from a full color picker (in manual- or in auto-assign mode) — so your segments are easy to tell apart at a glance in charts and tables.
You can also control visibility: choose which segments are shown or hidden in your views, keeping things clean when you're working with a large number of groups.
The updated Segment Editor is available now across all projects via Edit Master. Give it a try and let us know what you think.
We've optimized rendering for table-based insight elements — especially when displaying a large number of topics. If you've been using the "All topics" selection in your reports, you should notice significantly faster load times and smoother interactions.
Automating your workflow just got much easier. You can now schedule alerts, notifications, and recurring tasks directly through the Insight Agent using a natural conversation.
Instead of navigating through multiple settings, simply tell the Insight Agent what you need, and it will set up the recurring task for you.
What’s New:
How to use it:
Open the Insight Agent inside any project and type your scheduling request. Once the agent confirms, your new alert will appear in the Agent Alerts section on the left-hand panel. You can click on it at any time to edit the details or trigger a test alert to see exactly what the notification will look like.
Get a clear, consolidated view of your team's platform engagement. The new Usage dashboard brings Caplena's cross-project visibility to team administration, keeping resource tracking lean and intuitive.
Key Features:
How to access: Go to your Team settings > Usage.
Note: This tab is only visible to users with Team Manage permissions.
To get the most accurate answers from Caplena’s Insight Agent—especially when querying your data via Slack, Microsoft Teams, or ChatGPT, the AI needs to understand the blueprint of your project.
We’ve rolled out a few structural updates to reduce AI guesswork and make the Insight Agent even more powerful:
Where to find it:
You can update these anytime in the Data View, or simply confirm them when setting your project to Live to connect with everyday tools like Slack, Microsoft Teams, or ChatGPT.
Sometimes you need the blueprint of your project, not just the raw feedback data. We’ve added a new export option that allows you to download the structural overview of your Caplena projects directly to Excel.
This is especially useful for maintaining internal documentation, auditing your data architecture, or sharing project setups with stakeholders who don't need access to the granular text responses.
What’s included in the Excel export?
How to use it:
We’ve separated the global Report Master from your custom Views for a cleaner, more intuitive workflow. Plus, sharing just got a major upgrade. Let's dive in: