Review customer requests
Review grouped feature requests and bug reports, correct their grouping or status, and send requests to Linear.
What Cactus captures
Cactus checks finished Help Center, Messenger, and AI-client conversations for feature requests and bug reports.
A feature request asks for something the product doesn’t do, or asks for it to work differently. Questions about using an existing feature don’t count.
A bug report says something in the product is broken, wrong, or not doing what it says. Errors from a visitor’s setup, a third party, or an AI model’s answer don’t count.
Mistakes, questions about limits, and account, billing, setup, or third-party problems aren’t requests of either kind. Cactus keeps a request only when its words appear in the visitor’s own message, word for word or with whitespace differences. One sentence can contain two separate requests.
Similar asks join an existing group when Cactus matches them as the same request; otherwise, Cactus starts a separate group. It compares requests only with groups of the same kind, and a conversation counts only once in a group. If a later capture no longer hears a request, it leaves the group unless your team moved it.
Request group status
Shipped
The group is linked to the What's New entry that delivered it, and you can return it to the request list if it was marked that way by mistake.
Review requests
In Inbox, select Feature requests or Bug reports.
Open a request row to see its details.
Select See the conversation or See all N conversations to open the linked conversation or conversations.
Groups are ranked by distinct askers, then by the most recent ask.
Each row shows the number of people who asked, when the request was last asked, and a product area when Cactus knows one. A product area appears as a tag, with its name wrapping if needed.
Each ask appears in the visitor’s quoted words and links to its conversation.
When there are no groups, the view says that Cactus logs requests from conversations on its own. Feature requests use a sprout glyph, bug reports use a bug glyph, and shipped groups use a check glyph.
Correct a request
In a request view, select Not a request to dismiss a group. It leaves the list, and you can undo the dismissal for 4 seconds. A dismissed group no longer appears as a request heard in conversations.
In Feature requests or Bug reports, open the group and select Merge into….
Choose another group of the same kind in the picker.
The picker title uses the form Merge “[group title]” into…. After a merge, the Inbox opens the group that remains. If a conversation asked in both groups, it counts once in the remaining group.
In Inbox, open the conversation.
On the ask, select Move to another group.
Choose another group of the same kind.
You can’t move or merge a request into a group of the other kind, or move it into the group it’s already in.
If the conversation already asked in the destination group, moving its ask there won’t count that conversation twice.
A team move keeps the ask in its new group on later captures, even if the visitor no longer repeats it. New captures don’t change a group’s status, and an ask can still join a dismissed or shipped group.
An active group with no remaining asks is removed; dismissed and shipped groups keep their record. If a group disappears after a correction, the Inbox returns to the conversations list. After a merge, it opens the group that remains.
See what shipped
When Cactus matches a What's New chapter to an open request group, the group can be marked Shipped. The Shipped link opens the What's New entry that delivered it. In the request list, Last asked shows that release instead of the date of the latest ask. The Shipped section appears below the other groups when at least one group has that status.
If a group was marked that way by mistake, select Not shipped yet to return it to the request list. You can undo this for 4 seconds. A group with no askers then disappears from the view. If an owner rebuilds from scratch and removes the release that delivered a group, the group is reopened.
Send a request to Linear
When Linear is connected, select Send to Linear to send a request or attach it to an existing issue. See Linear for connection setup and the steps to create or attach an issue.
If a group won’t load
| What you see | What it means | What to do |
|---|---|---|
| “This group didn’t load.” | The group failed to load. | Select Retry. |
| “That didn’t save.” | A correction didn’t save. | Try the correction again. |
Capture and review limits
| What it is | Value | Who it holds for | When it holds |
|---|---|---|---|
| Quiet time before a conversation is read | 30 minutes | Everyone | After a visitor message, if no newer visitor message arrives |
| Read after handoff | Immediately | Everyone | When a conversation is escalated to the team |
| Read after resolution | Immediately | Everyone | When a conversation is resolved |
| Feature-request capture threshold | 0.7 probability | Everyone | When Cactus checks a conversation for a feature request |
| Bug-report capture threshold | 0.5 probability | Everyone | When Cactus checks a conversation for a bug report |
| Match threshold for joining a group | 0.7 probability | Everyone | When Cactus compares a new request with an existing group |
| Groups checked for a new request | The 5 nearest groups of its kind | Everyone | When Cactus matches a new request, regardless of group status |
| Requests kept from one conversation | At most 5 | Everyone | For one conversation capture |
| Counts per group | One count per conversation | Everyone | Even if the conversation asks for the same thing more than once or is captured again |
| Asks shown in an opened request row | The latest 3 | Inbox teammates | When a request row is opened |
| Groups shown per request-list page | 30 | Inbox teammates | For one kind and status |
| Undo after dismissing a group | 4 seconds | Inbox teammates | After selecting Not a request |
| Undo after returning a group to the request list | 4 seconds | Inbox teammates | After selecting Not shipped yet |
| Shipped match threshold | 0.8 confidence | Everyone | When a What's New chapter is checked against an open group |
| Groups a chapter can mark as shipped | At most 1 | Everyone | For each What's New chapter |
| Open groups checked for a What's New chapter | The 5 nearest | Everyone | When a chapter is checked for a release |
| Capture parsing | A second failed try ends the capture | Everyone | If the writer output still doesn’t parse on its second try; a refusal or a conversation that is too long for the classifier also ends capture |
| Long visitor quotes | Cut at a word boundary | Everyone | When a quote or summary exceeds its length limit |