Support
Find answers to common questions, learn how things work, or get in touch.
Frequently Asked Questions
I signed up but it says I have no access. What do I do?▼
Your email domain needs to be added to an organization by an administrator. If you were invited to use We Hear You, ask the person who invited you to add your email domain in the Admin panel. If you’re setting up your own organization, contact us at hello@wehearyou.io.
How does the AI analysis work?▼
When a response comes in (via webhook or import), we send the transcription to Claude, Anthropic’s AI, which extracts themes, sentiment, mood, and persona classifications based on your configuration. The AI treats the transcription as data to analyze — it never follows instructions embedded in the text.
Can other organizations see my data?▼
No. Every organization is completely isolated. Your data, personas, analysis settings, and API keys are invisible to everyone outside your organization. We use row-level database security and encrypted storage to enforce this.
How do I connect VideoAsk?▼
Go to Connections in the sidebar, follow the step-by-step VideoAsk guide, and you’ll be set up in a few minutes. You’ll need to generate an API key and paste it into VideoAsk’s webhook settings.
Can I import responses that were recorded before I connected the webhook?▼
Yes. Go to the Import page in the sidebar. You can paste individual VideoAsk share links for quick imports, or paste multiple links at once. For bulk imports via the VideoAsk API, you’ll need to connect your VideoAsk account via OAuth.
What are personas?▼
Personas are categories you define to sort respondents. For example, “Champion,” “Skeptic,” and “New User.” You give each persona a name, description, and classification criteria, and the AI automatically sorts every new response into the best-fitting persona.
Can I customize what the AI looks for?▼
Absolutely. On the Analysis Config page, you can add custom fields (text, lists, choices, numbers, yes/no), write your own system prompt, and preview the output before saving. The AI will extract exactly what you configure.
Is my data encrypted?▼
Yes. All personally identifiable information — names, emails, and transcriptions — is encrypted at rest using AES-256-GCM encryption. Data is also encrypted in transit via HTTPS.
What’s the difference between Admin and Viewer roles?▼
Admins can modify analysis settings, manage personas, generate API keys, import data, and manage connections. Viewers have read-only access to people, responses, and insights.
How We Hear You Works
- Collect responses — Connect a tool like VideoAsk via webhook, or paste share links to import responses manually.
- AI analyzes everything — Each response is sent to Claude, which extracts themes, sentiment, mood, and persona classifications based on your settings.
- Explore insights — Browse your dashboard to see patterns, filter by persona or sentiment, search transcriptions, and understand what people are really saying.
- Customize over time — Refine your personas, add new analysis fields, and let the AI suggest improvements as more data comes in.
Get in Touch
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