FAQ from Canny
What is Canny?
Canny transforms fragmented customer input into a structured, actionable product intelligence system. It bridges the gap between raw feedback and strategic roadmap decisions—helping teams move beyond gut-feel prioritization to evidence-driven development.
How does Canny help teams collect, analyze, and prioritize feature requests?
Through seamless integrations and embedded widgets, Canny captures feedback where users already are—without friction. Its AI analyzes language, intent, and engagement patterns to surface high-signal ideas. And with flexible prioritization rules (e.g., votes × revenue impact ÷ dev effort), teams align engineering capacity with market opportunity—transparently and collaboratively.
What is a tracked user?
A tracked user is any individual whose feedback activity—posting, commenting, voting, or being represented in AI-detected feedback—is recorded and attributed within Canny. Only active, non-archived posts contribute to this count, ensuring accuracy and fairness in usage-based billing.
How many tracked users do I need?
Most early-stage teams begin comfortably on the Free plan (25 tracked users). As you scale, typical conversion rates range from 1–5% of your total active users—depending on engagement depth and feedback culture. Canny offers flexible scaling and enterprise packages for high-volume programs, including custom limits and dedicated onboarding.
Can I set a monthly spend limit?
Absolutely. You can define a hard cap on your monthly spend—whether tied to tracked users, storage, or AI processing volume. Once reached, Canny pauses new tracking while preserving existing data and functionality. You’ll receive alerts before and after hitting the limit, giving you full financial control.
What happens if I go over my tracked user limit?
Without a spend cap, Canny auto-upgrades you to the next tier with prorated billing—no service interruption. With a cap enabled, tracking for new users halts immediately, maintaining budget discipline while keeping your current feedback data fully accessible and actionable.
What is Canny Autopilot?
Autopilot is Canny’s intelligent feedback orchestration layer. It includes three core capabilities: Feedback Discovery (scans support tickets, calls, reviews, and chats to auto-create and merge suggestions), Smart Replies (AI drafts follow-up questions to clarify user needs), and Comment Summaries (distills dozens of comments into thematic insights). All Autopilot actions are auditable—and all detected users count toward your tracked user allowance.