Home Getting Started on the Platform How to request a new feature through Canny

How to request a new feature through Canny

Last updated on Aug 27, 2026

When to use it

  • You have an idea for an improvement or a new capability in Cloud Humans products (ClaudIA or Cloud Chat) and want to register it in a structured way.

  • You missed some behavior, integration or configuration option in your day-to-day use.

  • You want to support (vote on) requests other customers have already opened and follow what is on the roadmap.

About this article

Canny is the official Cloud Humans tool for receiving and prioritizing feature requests. Everything registered there enters the Product team's evaluation queue, gets its status updated as it moves forward (under review, planned, in progress, complete) and stays visible to other customers — who can vote and comment.

This flow replaces scattered requests over Slack or email: by registering in Canny, your request does not get lost, gains a public history and helps the team understand how many customers share the same pain.

Canny is the right channel for feature requests (something new or an improvement to existing behavior). For a bug or technical problem, talk to your CS Owner or open a ticket through your usual support channel.

The two public boards

Cloud Humans' Canny has two boards open for customers to register requests. Choosing the right board helps the Product team triage faster.

ClaudIA board

Use this board when the request is about the customer service AI — anything related to:

  • ClaudIA's answer behavior and tone of voice.

  • Knowledge base, content, triggers and retrieval.

  • Retention, clarification, transfer (handover) and conversation closing.

  • ClaudIA metrics, dashboards and reports.

  • Integrations with helpdesks (Zendesk, Freshdesk, HubSpot, Intercom, etc.).

  • "Fluxos Controlados" (Controlled Flows — ClaudIA Backoffice) and "ClaudIA Agêntica" (Agentic ClaudIA).

Cloud Chat board

Use this board when the request is about the human customer service platform — anything related to:

  • Agent interface (inbox, conversation, assignment).

  • Administrative settings (teams, inboxes, automations, rules).

  • Channels (WhatsApp, email, webchat, Instagram, Facebook Messenger).

  • "Central de Ajuda" (Help Center), portals and articles.

  • Cloud Chat operational reports and metrics.

  • Cloud Chat APIs and webhooks.

If you are unsure which board to use, pick the one closest to the product you use day to day. The Product team can move the request between boards if needed.

Step by step

Step 1 — Access Cloud Humans' Canny

  1. Go to cloudhumans.canny.io.

  2. Log in with your corporate email (the same one you use to access Cloud Humans products).

  3. Select the right board — ClaudIA or Cloud Chat — as described in the section above.

Step 2 — Check whether the feature has already been requested

Before creating a new request, take a look at the list to avoid duplicates:

  1. Use the search bar at the top of the board to look for keywords related to what you want to request.

  2. Filter by status (Under Review, Planned, In Progress) to see what is already underway.

  3. If you find a similar request, vote on it by clicking the upvote button and add a comment with your use case.

Voting on an existing request is more efficient than creating a new one. The more votes, the stronger the demand signal for the Product team.

Step 3 — Create a new request

If no request covers your idea, create a new one:

  1. Click Create a post (or Criar publicação) at the top of the board.

  2. Fill in the title with a short, direct sentence that summarizes the request. Example: "Allow customizing the transfer message per channel".

  3. In the details, describe:

    • The problem or context: what you are trying to do today and why the current behavior does not meet your need.

    • The proposal: how you imagine the feature would work.

    • The expected impact: how many end customers or tickets this helps, which metric should improve (retention, CSAT, average time, etc.).

  4. Click Create Post to publish.

The more specific your description, the easier it is for the Product team to evaluate and prioritize. Generic requests like "improve the platform" cannot make it into the backlog.

Step 4 — Follow the status

After publishing, your request goes through the following statuses:

  • Under Review: the Product team is evaluating feasibility and fit with the roadmap.

  • Planned: it has entered the roadmap and has an estimated development window.

  • In Progress: the team is already building the feature.

  • Complete: the feature is available.

  • Closed: the request was evaluated but will not be developed — always with a justification in the comments.

You get an email notification when your request's status changes or when someone comments. You can also follow Canny's Changelog tab to see everything that was delivered recently.

Notes

  • Bug reports (something that should work and does not) do not go through Canny — open them through your usual support channel or talk to your CS Owner.

  • Each customer can create as many requests as they want. There is no limit — what matters is clarity and the demand signal (votes).

  • The Cloud Humans team monitors Canny continuously and triages new requests weekly.

  • If your request involves sensitive data from your business that you do not want to expose publicly, talk to your CS Owner first — they can register the request in an anonymized way.

  • Official Canny documentation: Canny Help Center.