Collect Voice of Field Insights

Overview

Voice of Field (VoF) is CntX’s channel for customer intelligence and field feedback. Contributors forward emails—or send new mail—to dedicated workspace addresses. CntX ingests the message, scores it for signal strength (relevance to your pillars, products, and audiences) and reaction potential (is there an actionable content angle?), and lists items on Insights → Voice of Field.

VoF complements audits and social listening: audits tell you what your site says; social tells you what markets discuss publicly; VoF tells you what deals, customers, and internal teams report privately.

Supported inputs today are primarily email (PDF/DOCX attachments in body flows, GTM or roadmap exports referenced in positioning copy). Productboard and Notion connectors are planned later—do not expect native sync from those tools yet.

High-scoring VoF items can surface in the Reactions inbox after promotion rules run (especially when linked to a contributor workspace scope).

When to use

Set up VoF when:

• Sales or CS hears recurring objections you want reflected in content.
• Product marketing needs verbatim customer language for BOFU assets.
• Regional teams send win/loss notes that never reach the editorial calendar.
• You want field mail to compete fairly with Media Watch and LinkedIn signals in Reactions.

Skip if no one will forward mail consistently—empty VoF lists erode trust faster than not having the feature.

Before you start

• Workspace selected; note the VoF email format shown on the Voice of Field page:

– `company@cntx.app` — company-level routing. – `company-workspace@cntx.app` — workspace-scoped routing when you operate multiple brands.

• Agreement with sales/CS on what to forward (win notes, lost-deal reasons, customer quotes—not internal HR mail).
• Contributors optionally invited: email-only contributors can send without platform login; platform contributors can be associated for promotion into their workspace Reactions.
• Pillars, products, and competitors configured—scoring uses this lexicon.

Steps

1. Open Insights → Voice of Field and copy the workspace email address from the page header hint.
2. Share the address with sales, CS, SEs, and PMM—include examples of useful forwards (objection, quote, competitive note, launch feedback).
3. Optional: add the address to mailing lists or CRM BCC rules where policy allows.
4. When mail arrives, refresh VoF list. Each row shows subject preview, timestamps, and score badges when analyzed.
5. Open a message detail. Read AI summary and scoring factors if present.
6. Triage each item:

– Mark useful — confirms signal quality for future scoring. – Ignore — removes clutter from active follow-up filters. – Create brief — immediate content item from this email. – Generate next — queue email as priority input for the next auto-brief batch on a selected strategy.

1. If the sender is a contributor not yet linked, complete contributor association when prompted so pending Reactions can promote to the right workspace.
2. For strategic emails already briefed, use Edit brief or Delete brief actions from the row menu as your process evolves.
3. Check Insights → Reactions with source filter Voice of field for promoted high-priority opportunities.

Expected result

• Field emails appear in VoF within minutes of delivery (allow for processing latency on attachments).
• Useful messages carry relevance and reaction scores explaining why they matter.
• Create brief produces a content item with context from the email body and subject.
• Generate next adds the email to the prioritized batch for strategy-driven brief proposals—not instant generation.
• Promoted items show in Reactions with VoF macro labeling for unified triage with Media Watch and Social.

Tips

• Train senders to put the customer segment, deal stage, and ask in the first lines—scoring and brief prefill improve.
• Do not forward chains with legal privilege or unrelated internal threads; VoF is for customer intelligence.
• Ignore generously on noise so high-signal mail stands out.
• Prefer Create brief when you already know the asset type; use Generate next when exploring what strategy auto-brief should propose.
• VoF scores differ from Media Watch watchlist interest—high field relevance does not always mean a public “reaction” post is appropriate; briefs may target sales enablement instead of blog posts.
• Revisit contributor association when a rep changes territory or workspace.

Next step

Forward one real deal note today, then Create brief from the highest-scoring result. Compare VoF themes with your latest audit findings to see whether field pain points appear on your site at all.