Overview
Insight Gems surface actionable follow-ups for key team members based on customer feedback, preventing important signals from getting buried in interview transcripts. Each Insight Gem identifies a specific opportunity or risk tied to a deal and includes a reason, supporting quotes, and an assigned owner responsible for follow-up.
What is an Insight Gem? An Insight Gem is a recommended action, not just a data point. Within Clozd, Tags track mentions of specific topics or keywords, and Decision Drivers identify the thematic reasons a deal was won or lost. Insight Gems are the recommendation layer that sits on top of that feedback: They tell you what to do next. Each gem is one specific, actionable follow-up tied to a deal, backed by direct evidence from the buyer's own words and assigned to the person best positioned to act on it.
Insight Gems include a dedicated dashboard for tracking and managing gems across your program, assigned owners for accountability, notes for collaboration, and notifications to keep your team informed.
This article contains the following sections:
- The Insight Gems dashboard
- Understanding Insight Gem types
- How Insight Gems are created
- Managing Insight Gems
- Adding notes to a Gem
- Insight Gem notifications
- Frequently asked questions
- Need help?
The Insight Gems dashboard
The Insight Gems dashboard is available as a top-level tab in the main navigation sidebar. It provides a centralized view of all Insight Gems across your program.
At the top of the dashboard, you'll see a summary of the number of deals and the total deal amount associated with each Insight Gem type. This gives you a quick view of the scope and value tied to each category.
Below the summary, a table lists each individual Insight Gem. Each row includes the gem type, the associated deal, the reason the gem was applied, the gem status, and the assigned owner(s). You can use this table to scan for gems that need attention, filter by type or status, and click into any gem for more detail.
From the dashboard you can also subscribe to the Insight Gem Digest (see Insight Gem notifications below), adjust Insight Gem settings (see How Insight Gems are created below), and manage the status of Insight Gems (see Managing Insight Gems below).
Understanding Insight Gem types
Insight Gems currently include six types. Each type corresponds to a specific scenario identified from buyer feedback:
- At-Risk: The buyer indicates potential churn, dissatisfaction, reduced usage, or a risk that the account could be lost. Use this gem to prioritize retention outreach.
- Win-Back Opportunity: The buyer explicitly signals openness to revisiting your product in the future. For example, if the budget opens up, timing changes, or a specific gap is addressed. Use this gem to identify re-engagement opportunities.
- Expansion Opportunity: The buyer indicates they would or could buy more from you, such as additional modules, seats, teams, geographies, or use cases. Use this gem to surface upsell and cross-sell opportunities.
- Sales Coaching Opportunity: The buyer's feedback points to something the sales team could have done differently during the deal, such as discovery, demos, responsiveness, or deal execution. Use this gem to give sales leaders concrete, deal-specific coaching moments.
- Feature Request: The buyer identifies a missing capability or product gap that influenced their decision. Use this gem to route validated product feedback directly to your product team.
- Case Study Opportunity: The buyer expresses strong satisfaction with your product or team and their story is a strong candidate for marketing follow-up, such as a case study, reference, or testimonial.
Note: Because of the nature of the feedback they capture, Sales Coaching Opportunity and Feature Request gems are typically flagged more frequently than the other gem types.
How Insight Gems are created
When a buyer interview (flex or live) is published, the Clozd Insights Agent reviews the transcript and applies Insight Gems where the buyer's own words provide direct evidence. A single interview can receive more than one gem when the feedback supports it. If the transcript does not clearly support a gem, no gem is applied. No setup is required to start receiving gems.
Each AI-applied gem includes:
- Reason: A short summary grounded in the buyer's comments explaining why the gem was applied.
- Supporting quote(s): One or more direct quotes from the interview transcript that justify the gem.
This context helps you quickly assess whether the gem is accurate and decide on next steps.
Note: The AI is intentionally conservative. It will not infer intent or apply a gem based on ambiguous signals.
Gem sources
Each gem records who added it. Gems can be added by the Clozd Insights Agent, by a Clozd program manager, or manually by users on your team.
Controlling automatic tagging
Automatic tagging from the Clozd Insights Agent can be turned on or off by gem type from the Insight Gems dashboard. If there is a gem type your team does not want the AI to apply automatically, disable it and that type will only be added manually.
Providing feedback to the Clozd Insights Agent
You can provide direct feedback to our Clozd Insights Agent about the quality of an AI-applied gem using the thumbs-up or thumbs-down button on the gem. A thumbs-down indication will automatically remove the gem and send feedback to Clozd so we can continue improving the accuracy of the Insights Agent.
Managing Insight Gems
Gem status
Each Insight Gem has a status that indicates where it stands in your follow-up process:
- Open: The gem has been identified and is awaiting action. All new gems start with this status.
- Resolved: The gem has been actioned and closed. Marking a gem as resolved helps your team track which follow-ups have led to results and which are still outstanding.
Assigned owners
Every Insight Gem can have one or more assigned owners. Owners are the people responsible for following up on the recommended action and they receive a follow-up notification for the gem. Default owners can be set or edited for a given gem using either an email field associated with the deal or a specific user or email address. The default owner determines who is set as owner when a gem is identified by the Insights Agent. Owners can be edited or added manually after an Insight Gem is created.
For At-Risk, Win-Back, and Expansion gems, the default owner is automatically set to be the sales rep on the deal as the owner. You can change this at any time. For Sales Coaching Opportunity, Feature Request, and Case Study gems, there's no default owner. Assign the person best suited to act, such as a sales leader for coaching opportunities, a product manager for feature requests, or a marketer for case studies.
Editing and managing Insight Gems
You can edit and manage gems directly from the Insight Gems dashboard. Click on any gem row to open the gem drawer, where you can:
- View the full gem details, including the reason, supporting quotes, and associated deal
- See and update the assigned owner(s)
- Change the gem status between Open and Resolved
- Add notes
- Remove a gem that isn't accurate (thumbs down)
Adding notes to an Insight Gem
Owners and other users can add notes to any Insight Gem from the gem drawer. Notes are useful for documenting follow-up actions, recording outcomes, or coordinating with teammates on how to handle a gem.
To add a note:
- Navigate to the Insight Gems tab in the main navigation.
- Click on the gem you want to add a note to. The gem drawer will open.
- In the notes section of the drawer, type your note.
- Save your note.
Notes are visible to all users who can access the gem.
Insight Gem notifications
There are two kinds of Insight Gem notifications:
Owner follow-up notification
The assigned owner(s) of a gem receive a notification inviting them to follow up on the recommended action. Each gem shows the date its owner will be notified. Admin users can edit the timing for when the owner follow-up notification will be sent.
Insight Gem Digest
Any user can subscribe to the Insight Gem Digest, a recurring summary that keeps you informed about recently flagged gems without needing to check the dashboard manually. The digest includes:
- A list of recently flagged Insight Gems
- The reason each gem was applied
- The assigned owner(s) for each gem
- The date each owner will be notified to follow up
To subscribe, click the subscribe button on the Insight Gems dashboard (or manage it from your profile settings page). You can choose which gem types you want included and how often you receive the digest: every few weeks, monthly, or after a certain number of gems have been added.
Note: The Insight Gem Digest is separate from other Clozd notifications. Subscribing to it does not affect your other notification preferences.
Frequently asked questions
How are Insight Gems created?
Most Insight Gems are created automatically by the Clozd Insights Agent when a buyer interview is published. The AI evaluates the transcript and applies gems only when the buyer's own words clearly support them. Gems can also be added by your Clozd consultant or manually by users on your team.
Can one interview receive more than one gem?
Yes. If the buyer's feedback clearly supports multiple follow-ups, such as both a win-back signal and a feature request, the AI can apply multiple gems to the same deal.
Can I turn off automatic tagging?
Yes. Automatic tagging can be managed by gem type from the Insight Gems dashboard.
What should I do if a gem is inaccurate?
Use the thumbs-down button on the gem. This removes it and sends feedback to Clozd to improve the accuracy of the Clozd Insights Agent.
Who can see and manage Insight Gems?
All users with access to the program can view the Insight Gems dashboard and individual gems. Any user can update gem statuses, add notes, and manage assigned owners.
What does "Resolved" mean?
Marking a gem as Resolved indicates that the recommended follow-up action has been taken or the gem has been addressed. Resolved gems remain visible on the dashboard for tracking purposes.
Can I access Insight Gems through the Clozd API?
Yes. Insight Gems are available through the Clozd API (v3) on the deals endpoint, including each gem's type, source, reason, and follow-up notification date. See the API documentation for details.
Can I access Insight Gems through the Clozd MCP Server?
Yes. Insight Gems are available through the Clozd MCP Server through a dedicated tool. The tool can return all gems in a program, with each gem's type, source, reason, and follow-up notification date.
Need Help?
If you have questions about Insight Gems, the Insight Gems dashboard, or configuring your notifications, contact your Clozd program manager or reach out to support@clozd.com.