What are departments and roles?
Departments tell analysis who should own an interview note — the team that should act, not the topic of the conversation. Optional roles sit under each department when you need a more specific owner. You set this once for the workspace; every Insight interview can use the same list when tagging notes.
Department
The internal team that should receive or act on a note — Customer support, Product, Sales. This is routing, not a theme. “Checkout is confusing” is a topic; “Product should fix it” is a department. Keep names short and familiar to your organization.
Role (optional)
A function inside that team — Team lead, Frontline agent, Billing specialist. Add a role only when notes should go to a specific function, not the whole department. A note can carry a department with or without a role. Open one department at a time on this page so you always know which team you are editing.
Description
A short hint (up to 100 characters) that tells the AI when to apply the tag. Write it like instructions to a researcher: “Use when the participant describes a support wait or an open ticket.” Leave it empty only if the name is already unambiguous.
Workspace-wide list
Departments live here, not inside a single interview. Save once; new sessions across studies can tag notes from the same list. You do not need to rebuild this in the interview builder.
Industry templates
Optional starting lists for hotel, restaurant, software, HR, retail, healthcare, education, and banking. Choose a sector, open any department to read its roles, then import only the ones you want. Edit names to match your organization before you save.
After each interview
When a session ends, analysis may tag a note with a department and an optional role — up to four tags per note. Labels appear on note cards. If nothing fits, the note stays untagged; that is expected.
Filter in analysis
On the Analysis page, filter notes by department or role to see what each team should own. The dashboard also shows how notes are distributed across departments, so you can spot which teams are getting the most follow-up.