# Close the Loop: Tell Customers When Their Feedback Shipped

Find the customers whose feedback asked for a change you shipped, draft a short personal note for each, and send it from your own tools once you approve.

- URL: https://getdeck.io/playbooks/customer-follow-up
- Author: Matt Teixeira
- Published: 2026-11-01
- Updated: 2026-11-01
- Stage: Act

## How Do You Close the Feedback Loop with Customers?

Find the customers whose feedback asked for the change that shipped, using the evidence on the Project. Send each one a short personal note: thank them, say what changed and how to try it, and invite a reply. Send one message per customer, in the channel where they gave the feedback, and only after someone approves the list.

## Why Customers Never Hear That You Fixed It

A customer took the time to report the bug or ask for the feature. It shipped three months later, and nobody told them. The request lives in a support ticket, a Slack thread, or an interview note, so finding who asked means digging through three tools, and the thank-you never goes out.

## How Deck Finds Who Asked for the Change

A Deck Project keeps the customer evidence behind the change. Each insight links back to its source, such as the support ticket, the Slack message, or the survey answer, with the customer when Deck knows who it is. That gives you who asked and where they asked. Deck does not send messages, so each approved note goes out from your own tools.

Deck features used:

- [Projects](https://getdeck.io/product/projects)
- [Evidence](https://getdeck.io/product/themes)
- [MCP Server](https://getdeck.io/product/mcp-server)

## How to Follow Up with Customers After a Release in Deck

### 1. Write Down What Shipped

Write a short release note: what changed, where to find it, and when it shipped. Every message comes from this note, so do not promise more than it says.

### 2. Open the Evidence Behind It

Open the completed Project in Build → Projects, go to the Evidence tab, and select Related Insights. Without a Project, use the opportunity's Insights & Subthemes tab in Build → Opportunity Backlog.

### 3. Keep Only the Customers Who Asked

Open each insight and read the quote. Keep it only when it asks for the change that shipped. Group what is left by customer, so each person gets one message.

### 4. Note Who You Leave Out

Leave a customer out, and write down why, when the insight has no contact, the quote is about a different problem, or PII redaction masks the contact. Do not look up masked contacts in another tool. Only an org admin controls redaction, in Settings → Privacy.

### 5. Draft One Short Note per Customer

Thank them, say in your own words what they asked for, say what changed and how to try it, and invite a reply. Leave out internal links, other customers' details, and promises the release note does not make.

### 6. Approve, Then Send from the Original Channel

Review the full list and every draft before anything goes out. Send each note where the customer gave the feedback: the Intercom or Zendesk ticket, the Slack thread, or email for interviews and surveys.

## Close the Loop with Your AI Agent

You need:

- Deck MCP connected to your agent
- Customer feedback already in Deck

Your agent starts with the `list_projects` tool.

Paste this prompt into your agent:

```text
Use Deck MCP. Fetch and follow https://docs.getdeck.io/docs/agents/workflows/customer-follow-up.md
```

Full agent workflow: https://docs.getdeck.io/docs/agents/workflows/customer-follow-up.md

## Customer Follow-Up Message Template

### Customer Follow-Up Message

```text
RELEASE NOTE
What changed: [One sentence]
Where to find it: [Page or setting]
Shipped: [Date]

## Message
Hi [First name],
Thanks for telling us about [what they asked for, in your own words].
We just shipped [what changed]. You can try it in [where to find it].
If anything still gets in your way, reply here and tell us.
[Your name]

## Recipients
| Customer | Channel | Source insight | Status |
|---|---|---|---|
| [Name] | Intercom / Zendesk / Slack / Email | [Deck insight link] | Approved / Sent |

LEFT OUT
- [Customer]: [No contact / Masked by PII redaction / Different problem / Asked to leave out]
```

## Frequently Asked Questions

### Does Deck send the messages?

No. Deck has no tool that sends a message or records a follow-up. You send from your own email, Intercom, Zendesk, or Slack. An AI agent can send only if it has its own tools for those.

### What if PII redaction is on?

Deck masks customer names and emails for everyone, admins included, and for connected AI agents. Those customers go on the left-out list. Only an org admin can change the setting, in Settings → Privacy.

### What if a customer gave feedback several times?

They still get one message. Group the insights by customer before you draft.

### Should the note quote their feedback back to them?

No. Say in your own words what they asked for. Do not paste their full quote, internal IDs, or Deck links.

### Can the evidence come from somewhere other than a Project?

Yes. It can come from a Project, an opportunity, or a subtheme. Subthemes need the Starter plan or higher.

### Can my AI agent run this?

Yes. With Deck MCP connected, paste the prompt on this page. The agent reads the evidence, builds the recipient list, and drafts each note. It never sends without your yes for both the recipients and the text, and stops at the first failure.

## Related Playbooks

- [Measure Release Impact with Before-and-After Customer Feedback](https://getdeck.io/playbooks/release-impact-check.md): Check if a release worked by comparing customer feedback on the themes it targeted in equal windows before and after launch, with quotes and a clear verdict.
- [Build Features from Customer Evidence, Not Guesswork](https://getdeck.io/playbooks/build-from-evidence.md): Turn a Deck Project into a shipped change where every requirement links to the customer insights behind it. Build it yourself or with your coding agent.
- [Turn Customer Feedback into Linear Projects and Jira Epics](https://getdeck.io/playbooks/opportunity-to-delivery.md): Turn a ranked backlog opportunity into a Deck Project that keeps its customer evidence, then link it to one Linear project or Jira epic for delivery.