Dovetail
6.6/10Dovetail is an AI customer intelligence platform that turns interviews, sales calls, support tickets and surveys into searchable, cited insights for product and research teams.
Data last updated November 2026 · Our methodology
Overview
Dovetail began as a qualitative user research repository and is now positioned as a customer intelligence platform. Teams bring in interviews, sales calls, support tickets, app store reviews and survey responses. Dovetail transcribes recordings with speaker detection and translation, redacts personal data, and classifies everything into themes and channels. Users can ask Chat questions across that data and get answers with citations. Agents handle recurring work such as stakeholder updates and push tasks to Jira, Linear, Claude or Cursor. Newer features include Digital Twins, which are AI personas built from real customer data, and Dashboards in beta. It suits product, UX research and customer experience teams in mid-sized and large companies; named customers include Atlassian, Canva and Okta. Pricing combines an annual platform fee with usage credits. The Bronze plan costs 4,800 USD a year for up to 5 users, paid by card. Silver is for 25 or more users and Gold for 100 or more, and both are quoted by sales. Every plan buys credits at 15 cents each: processing one data point uses one credit, and Chat, Agent and Digital Twin tasks use a variable number. Credit overages are billed monthly unless an admin turns them off. SSO is on Silver and above. Redaction, a choice of LLM provider, SCIM and a HIPAA add-on are on Gold. There are more than 30 source integrations, including Gong, Salesforce Service Cloud, Qualtrics and G2. An MCP server, a public REST API and a CLI are also available. The main limitation is cost: there is no monthly plan, usage spend is hard to predict, and reviewers often say the product is expensive and that data is hard to export once a team has built a repository in it.
Our Rating
Who Dovetail is best for
Best software for Product TeamsGood fit
Dovetail is built to turn customer feedback and research into product decisions, and its agents route tasks to Jira and Linear.
The Gold plan adds SCIM, redaction, a choice of LLM provider, custom retention and HIPAA, and the vendor holds SOC 2 Type II and ISO 27001 and 42001.
It integrates with Gong, Salesforce Service Cloud and app stores to analyze the feedback SaaS teams collect, and its named customers include Atlassian, Canva and Okta.
Less suited
It can ingest support tickets and flag emerging issues, but it is an analysis layer rather than a support tool.
The Silver plan targets 25 or more users with SSO, but pricing is quote-only.
The cheapest plan requires 4,800 USD a year upfront plus usage credits, with no monthly option.
There is no monthly or low-cost individual plan, and the entry tier is billed annually.
Pros & Cons
Pros
- Strong security credentials: SOC 2 Type II, ISO 27001 and ISO 42001, with data hosting in the US, Europe or Australia.
- Chat answers questions across interviews, calls and tickets, and every answer cites the source evidence.
- More than 30 source integrations, including Gong, Salesforce Service Cloud and Qualtrics, plus an MCP server for Claude, Cursor and ChatGPT.
- A public REST API covers search, summaries, transcripts, highlights and docs, with OAuth 2.0 authentication.
- Transcription handles speaker detection, translation, OCR and automatic redaction of names, faces and voices.
Cons
- Paid plans are billed annually only, the entry plan costs 4,800 USD a year, and Silver and Gold prices are quote-only.
- Spend on credits for Chat, Agent and Digital Twin tasks varies with task complexity, so costs are hard to forecast.
- Reviewers report that data is hard to export, which makes leaving the platform difficult.
- Some users say the interface is complex and that recent redesigns make older reports harder to find.
- Reviews of the AI are mixed: one TrustRadius reviewer said it handles high-volume feedback worse than competitors do.
Key Features
Dovetail Pricing
Bronze
- Up to 5 users
- Billed annually by card
- 40+ integrations and MCP
- Channels, Agents, Chat and Projects
- Platform fee of 4,800 USD per year plus usage credits
- No Digital Twins, segments, SSO, or Slack and Teams access
Gold
- AI redaction
- Custom reporting
- 30-day free trial
- SCIM provisioning
- Everything in Silver
- Custom data retention
- Choice of LLM provider
- Dedicated customer success manager
- Custom contracts and security reviews
Silver
- Invoice payment
- Custom subdomain
- Priority support
- Everything in Bronze
- Opt-out of AI training
- User overages available
- Folders, tags and templates
- Contact enrichment and segments
- Access control, user groups and SSO
- Digital Twins and workspace context
Frequently Asked Questions
The pricing page lists a 30-day free trial for the Gold plan. It does not say which trial applies to Bronze or Silver.
Credits cost 15 cents each on every plan. Processing a data point uses one credit, and a whole transcript or recording counts as one data point. Redaction uses one more credit. Chat, Agent and Digital Twin tasks use a variable number depending on complexity. Unused credits expire when the contract ends.
Overages are on by default and are billed monthly with no penalty. If an admin turns overages off, processing, Chat, Agents and Digital Twins pause until more credits are bought. Failed or canceled actions use no credits.
SSO is included from Silver upward. SCIM provisioning, AI redaction, custom data retention and a choice of LLM provider are only on Gold.
HIPAA is a paid add-on on the Gold plan. Dovetail also holds SOC 2 Type II, ISO 27001 and ISO 42001 and states that it is GDPR compliant.
Yes. An MCP server connects Dovetail to Claude, Cursor, ChatGPT, Copilot, Slack and Teams. A public API and a CLI support custom integrations.
No. Bronze is paid by card and billed annually, Silver is paid by invoice, and Gold is on a custom contract. The pricing page shows no monthly billing option.
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