Subscription Reports: Send Scheduled Customer Feedback Reports by Email or Slack

Unwrap’s subscription reports deliver an up-to-date analysis of your customer feedback to email or Slack on a schedule you choose, so your team hears about what's changing without anyone writing it up.

What a Subscription Report Is

A subscription report is a report that the Unwrap Assistant writes and sends on a schedule. It can cover trending Groups across all of your feedback, or focus on a specific issue, product area or customer segment you want to follow. Each time it runs, the Assistant writes a new edition from your latest feedback.

As a baseline, Unwrap sets up a subscription report for your team, such as a trending report or a feedback snapshot, and pins it to everyone's Home page. You can create as many of your own as you need, starting from any Assistant conversation or from a reusable template.

Before You Start: Connecting Slack

Subscription reports are available on every plan, and there's no limit on how many you can create. To deliver to Slack, Unwrap must be connected to your Slack workspace and @unwrap must be added to each channel you want to send to.

How Subscription Reports Work in Unwrap

Every subscription has instructions: guidance on what each edition should focus on and how it should be formatted. When a subscription runs, the Assistant follows those instructions against your latest feedback and delivers a new edition to the recipients. Past editions are kept on the subscription's page, so you can look back at any of them.

A template is a reusable set of instructions. Linking a template to a subscription applies the template's instructions to future editions. If the two conflict, the subscription's own instructions take priority. You can also use a template to create many subscriptions at once, one for each value of a custom field.

Setting Up a Subscription

1. Ask the Assistant a question. Ask about anything you want to track, such as "What are customers saying about onboarding?"

2. Click Subscribe to updates. After the Assistant answers, a pop-up at the bottom of the conversation shows View report and Subscribe to updates. You can click Subscribe to updates directly, or click View report to read the report first and then click Subscribe to updates in the report window.

3. Enter a Report title. This is the name recipients see.

4. Set the delivery schedule. Choose how often it repeats, the Time and the Timezone. The Next send preview confirms when the next edition goes out.

5. Choose when the first report goes out. Select Immediately, At the next scheduled time or At a specific time.

6. Add recipients. Under Email, pick a teammate or type an address. Addresses must use your organization's domain. Under Slack channel, pick a channel or type its name.

7. Choose who can open the report in Unwrap. Select Everyone on this team or Private (only you and the email recipients).

8. Click Create subscription. A summary at the bottom of the panel shows the number of recipients and channels, the schedule and the first delivery before you confirm.

Schedule Options

Managing Your Subscriptions

Go to the Reports page and click the Subscriptions tab, between Shared with me and Templates. Search by name, or filter the list with All, Mine, Subscribed, Active and Paused. Click Show archived to show archived subscriptions.

Each row shows the subscription's frequency, next run, number of recipients, status and who can open it. A template badge appears next to the name when a template is linked. Click the bookmark icon next to a subscription to pin it to your Home page.

The Subscription Detail Page

Click a subscription to open it. The page has:

• Reports tab: an archive of every edition by date. On any edition you can copy a link, click Share, click Download as PDF, or click Ask a question to start an Assistant conversation about that edition.

• Chat tab: ask the Assistant anything about the subscription. You can ask about a delivered edition, stage the next scheduled report, or produce a one-off report for a custom time window. Past chats are listed under Conversations.

• Instructions, Collaborators, Settings and Recipients in the right panel, covered below.

Change the Title or Schedule

1. Click Manage subscription at the top of the page, or Edit next to Settings.

2. Change the Report title, Repeat, Time or Timezone.

3. Click Save changes.

Change Recipients or Access

1. Click Edit next to Recipients.

2. Add or remove email addresses and Slack channels, or change who can open the report.

3. Save your changes.

Editing Subscription Instructions

Instructions are where you shape the report: what to focus on, Groups or topics to leave out, formatting and style. Changes apply to future editions.

1. Click Edit next to Instructions in the right panel.

2. Change the text. For example, ask for a table of the top five issues, or tell the report to leave out a Group you already track elsewhere.

3. Click Preview changes to see what the next edition would look like. Compare reports shows the latest edition next to a preview built from your new instructions. The preview can take a moment. You can close the window and it keeps generating in Reports.

4. Click Apply to save the new instructions, or Discard to drop them. Applying doesn't replace the latest edition. You can also skip the preview and click Save instructions.

History shows every change to the instructions with a timestamp and the person who made it. Added text is shown in green and removed text in red. History is view-only.

Adding Collaborators

Collaborators can edit a subscription's instructions, settings and recipients, and can archive it. Adding a collaborator doesn't make them the owner or add them as a recipient. If they should also receive the report, add them under Recipients.

1. Click Manage next to Collaborators in the right panel.

2. Search by name or email under Add a collaborator.

3. Click Add.

The Current collaborators list shows everyone with access and marks the owner. To remove a collaborator, click the x next to their name.

Pause or Stop a Subscription

Pause and Resume

Click Pause at the top of the subscription page to stop deliveries. Click Resume when you want them to start again.

Unwrap also pauses subscriptions automatically when no one is engaging with them:

A paused subscription shows a Paused status and a note explaining why. Click Resume to restart it.

Unsubscribe

If you receive a subscription, click Unsubscribe at the top of its page. This removes only you. The subscription keeps sending to everyone else.

Archive

Click Archive subscription at the bottom of the right panel or in the Manage subscription panel. Archiving stops all future sends and marks the subscription Archived in the Subscriptions tab. Click Hide archived to filter archived subscriptions out of the list.

Restore

Open the archived subscription from the Subscriptions tab and click Restore subscription in the bottom right.

Report Templates

A template saves a prompt you use often, so you don't have to paste it into the Assistant each time. Templates live on the Templates tab of the Reports page.

Create a Template

1. Go to Reports > Templates and start a new template.

2. Enter a Title.

3. Enter Instructions. Tell the Assistant how to structure and analyze reports made from this template, for example: "Summarize support themes from the past week. For each theme, include its frequency, severity and example feedback." Instructions support Markdown.

4. Click Create template.

5. Review the description. Unwrap suggests a short description to help teammates choose the template. Edit it and click Save description, or click Skip.

Teams with Support IQ can also check Support IQ coaching template to make a coaching template they can use for individual agents. See Support IQ.

Use a Template

• Start a chat: type in the template's chat box. The Assistant already has the template's instructions, so you only need to say what to focus on. Past chats are listed under Conversations.

• Generate a report: click Generate. Enter a Report name, choose who can open it, and optionally add Additional instructions for this report. The template's instructions apply automatically. Click Create report.

• Bulk create subscriptions: see Bulk Create Subscriptions below.

Link a Template to a Subscription

1. On the subscription page, click Link template next to Template in the right panel.

2. Choose a template and click Link template.

The template's instructions apply to future editions, and the subscription's own instructions take priority. Once a template is linked, use Change template to switch to another one or Unlink to remove it.

Manage a Template

• Edit at the top of the template changes its name, description and Support IQ setting. To change its instructions, click Edit next to Instructions. History shows past changes.

• Copy link copies the template's URL so you can share it.

• The Subscriptions tab lists every subscription linked to the template, including ones made with Bulk create.

• Collaborators > Manage adds or removes people who can edit the template.

• Archive template removes the template. Subscriptions that were linked to it keep running on their own instructions, and the template's instructions no longer apply.

Bulk Create Subscriptions

Bulk create makes a set of subscriptions from one template, one for each value of a custom field. For example, pick three customer tiers from the same field to get three subscriptions that use the same prompt, each filtered to one tier.

1. Open the template and click Bulk create.

2. Choose a custom field. One subscription is created for each value you pick, and each is scoped to that value.

3. Select values. Search the list or click Select all shown. Each value shows how many feedback entries it has. You can select up to 100 values.

4. Set the cadence. Choose Repeat, Time and Timezone. All of the subscriptions share this schedule.

5. Assign recipients. Choose who can open the reports, then add email recipients and Slack channels. Leave Same for all reports on to send every subscription to the same people, or turn it off to set recipients for each value, such as sending the Enterprise report to your enterprise CS team and the SMB report to a different channel.

6. Review and create. Check the summary. Leave Send the first report immediately on to send the first edition for each value right away, or turn it off to wait for the schedule. Click Create subscriptions.

The new subscriptions appear in the Subscriptions tab and on the template's Subscriptions tab.

Configuration Options

Best Practices

• Be specific about what you want. For the best results, it's good practice to spell out your goals, the format you prefer and exactly what each edition should include, such as "List the top five new issues as a table with volume and one example quote each." The Assistant deliberately keeps reports from filling up with excess analysis, so detailed instructions are the best way to get the output you want.

• Start from a focused question. A subscription built from a specific question, such as one product area or customer segment, produces editions your team can act on.

• Preview before you change instructions. Preview changes shows exactly how the next edition will look, so you can adjust the wording before it reaches recipients.

• Save prompts you reuse as templates. If several teams want the same kind of report, a template keeps the instructions consistent and lets you update them in one place.

• Use Bulk create for segments. Create one subscription per tier, region or plan from a single template, and send each one to the team that owns that segment.

• Pin the subscriptions you check most. Click the bookmark icon on the Subscriptions tab to keep a report on your Home page, where it updates with each new edition.

Limitations

• Email recipients must use your organization's domain.

• A Slack channel appears in the picker only after @unwrap has been added to it.

• Daily subscriptions pause after two weeks with no opens or clicks, and weekly subscriptions pause after three sends with no clicks. Resume them from the subscription page.

• History for instructions is view-only. You can't restore an earlier version from it.

• Bulk create supports up to 100 values per run.

FAQs

Why did my subscription pause?

Unwrap pauses daily subscriptions after two weeks with no opens or clicks, and weekly subscriptions after three sends with no clicks. Someone may also have paused it manually. Open the subscription and click Resume.

Why isn't my Slack channel showing up?

Channels appear only after @unwrap has been added to them. Add @unwrap to the channel in Slack, then search for it again.

Why can't I add an email address?

Recipients must use your organization's email domain. Pick a teammate from the list or type an address on that domain.

If I unsubscribe, does the subscription stop for everyone?

No. Unsubscribe removes only you. The subscription keeps sending to everyone else.

What happens to my subscriptions if their template is archived?

They keep running on their own instructions. The archived template's instructions no longer apply.

Related Articles

• Home Page: pin subscription reports to your Home page

• Real-Time Alerts: get notified by email or Slack when an issue appears or spikes

• Allow Unwrap to Send Alerts and Reports in Slack: connect Slack and add @unwrap to channels

• Unwrap Assistant: ask questions about your feedback

• SupportIQ: coaching templates for support agents