Clusters & triage

Clusters are themes: groups of feedback that mean the same thing. Sentriment embeds every item and groups by meaning, not keywords, so “the app is slow” and “takes forever to load” land together while “slow to respond to my support email” does not. Themes emerge on their own, grow as feedback arrives, and reopen automatically if an issue you marked resolved comes back.

Each theme carries a label, a representative summary, a count, a sentiment mix and, once customer value is configured, the value behind it. You never create or maintain them by hand.

The Clusters page is built for deciding what to do, not just browsing. It has several views:

• Triage: the worklist: what's new, spiking, or biggest, with pin / mute / resolve actions.
• Areas: themes grouped into higher-level areas so you can brief by product surface.
• All: the full list, sortable by volume (with dates), recency, or customer value (for example by MRR).

Expand any theme to read its feedback, see which segments over-index in it, and file it to GitHub or Linear with the quotes attached. When two themes are really one, Sentriment suggests a merge with a similarity score.

A theme that suddenly surges past its own baseline is a spike, your early-warning system for a breaking issue. A theme you marked resolved that starts collecting fresh reports is a regression: the fix didn't stick, or a release broke it again. Both can notify you the moment they happen; see Alerts.

With customer value configured, each theme shows the current value of the users behind it who pay now, always with that count: €4,180 MRR behind this theme · 12 paying users. “Dark mode” and “billing is broken” stop looking equally urgent. This is the total for the theme, not a windowed slice.

For a monthly or yearly value, the theme page also shows who stopped paying after reporting, such as €1,090 MRR lost · 3 stopped paying after reporting, and how that rate compares with everyone else once there are enough paying users to compare.