Unwrap: Frequently Asked Questions

Answers to the questions teams ask most about Unwrap, the customer intelligence platform that brings all of your customer feedback into one place and analyzes it automatically. For an overview of the platform, see What Is Unwrap?.

How Do I Add New Users?

If you're an Organization Admin, invite teammates from the Organizations page. They'll get an email invite link.

Admins also set each user's role in each View: Contributors can edit the taxonomy and correct AI decisions, and Viewers can analyze without changing it.

If someone opens a link to a View they can't access, they can request access, and the request goes to your Admin. See Data organization and permissions.

How Does Unwrap Analyze Our Data?

Unwrap reads every piece of feedback you connect and uses AI to group entries that describe the same issue into Groups, even when customers word them differently. Groups sit in a hierarchy called your taxonomy, from broad areas down to specific problems.

Unwrap then brings what changes to you through alerts, subscription reports and the Home page. See How Unwrap Groups Feedback Into Themes Automatically.

Is There a Video Walkthrough?

Yes. Several setup articles include a short video, including How to Set Up a New Integration, Building a board: Getting started, How to Build or Edit a Group and How to Set Up a Saved Filter.

For a walkthrough tailored to your data, contact your Unwrap account manager.

What Types of Data Can Unwrap Analyze?

Unwrap analyzes written feedback from almost any source: support tickets and chats, call transcripts, survey responses (NPS, CSAT and open-ended), app store and online reviews, social media and community posts, and data from your warehouse.

It connects natively to tools such as Zendesk, Intercom, Salesforce, Qualtrics, Gong and Snowflake. Anything without a native integration can come in through Zapier, which adds 3,000+ other tools, or through CSV upload or the API. See Feedback Sources: Every Tool Unwrap Connects To.

Can Unwrap Push Data Back to Our Tools?

Yes, in several ways:

• Linked Actions creates tickets in Jira, Asana or Linear straight from a Group and tracks the change in complaints after the issue is resolved.

• Alerts and scheduled reports post to the Slack channels you choose.

• Replying sends responses to Apple App Store and Google Play reviews from inside Unwrap.

• The API lets you pull feedback, Groups and labels into your own systems.

• The Unwrap Model Context Protocol (MCP) server brings your feedback analysis into AI tools such as Claude, ChatGPT and Cursor.

• Unwrap can also send enriched data (Groups, sentiment and labels) back to a customer’s data warehouse, such as Snowflake or BigQuery.

Does Unwrap Have an API?

Yes. Unwrap's GraphQL API lets you fetch feedback entries with their metadata and Group memberships, fetch your taxonomy, upload feedback in batches, build Groups and delete entries. Contact your Unwrap representative or contact@unwrap.ai about access. See API Overview.

Can Unwrap Analyze Comments in Other Languages?

Yes. Multilingual support is available. We are able to analyze comments in all languages and Groups can combine feedback across languages.

How Accurate Is the Tagging?

Unwrap is built so you can check every decision. Open any Group to read the feedback in it, and see each Group's definition on its page.

When something's off, Contributors can remove feedback from a Group, add feedback that belongs, move Groups in the hierarchy and correct sentiment labels. Each correction teaches Unwrap's AI to make similar decisions in the future.

How Long Does Setup Take?

Integration setup is a matter of a couple of clicks, with no engineering required, and full setup within 2 weeks. Most integrations take less than 5 minutes to connect, and your first analysis is typically ready 2 to 3 hours later.

Data warehouse and bucket integrations, such as Snowflake, BigQuery and Amazon S3, need some setup on your side, such as creating tables and granting access.

What Happens to Personally Identifiable Information (PII)?

With PII Redaction turned on, Unwrap uses AWS Comprehend to scan feedback for personally identifiable information, such as names, emails, addresses and credit card numbers, when it's imported.

The un-redacted text is only held in memory while it's processed. It's never logged or stored in Unwrap or by AWS. See PII Redaction.