# Feedback themes and authorized product changes

Example: Several customers want a feature. The product owner gave no acceptance, but a draft reply has a delivery commitment.

By Righthand Team · 2026-10-23

Source: https://www.righthand.ai/blog/feedback-themes-and-authorized-product-changes

Use feedback for evidence of requests. Use accepted decisions for commitments, and do not invent demand measurements or delivery dates.

This article is from Righthand. The story and result are illustrative.

## Two records with different meanings

Feedback themes record repeated customer statements.

Authorized product changes identify the owner's accepted implementation decisions.

## The customer's situation

Several customers want a feature. The product owner gave no acceptance, but a draft reply has a delivery commitment.

The owner gives the Righthand the identified source material and relevant contacts. A Righthand is an assistant with email, text, phone, and Slack communication. [Introduction](https://docs.righthand.ai/introduction).

## The request to the Righthand

> Read the supplied feedback and product decisions.
>
> Prepare a response without an unaccepted feature promise.
>
> Send the proposal to the product owner.
>
> Send the owner the result in this conversation.
>
> Get approval before you change an accepted commitment.

The assistant reads the sources for their different meanings. It compares the relevant facts and sends the difference to the owner.

If the request permits contact, the assistant sends the identified question to the supplied recipient. Send the reply to the person responsible for the decision.

## An illustrative result

> The feature has customer interest. It has no accepted delivery commitment.

The owner gives a decision about its roadmap and gives approval for the customer wording.

## Set access and authority for the actual task

Supplied source material can be sufficient for the first procedure. For direct account access, a connection with the applicable operation and Righthand access is necessary. [Connections](https://docs.righthand.ai/guides/adding-your-first-connection).

For an external action, identify the recipient and task. **Ask** uses an explicit instruction or approval. Connection tool permissions are another required control. [Communications Policy](https://docs.righthand.ai/security/external-communications).

## Try the difference with one case

1. Give the assistant one example of each source.
2. Include a difference that affects the task.
3. Compare the returned difference with both sources.
4. Make sure that the test recipient receives a permitted message.
5. Examine the work in [Activity](https://docs.righthand.ai/guides/working-with-your-righthand).

A satisfactory result must keep the difference and identify the next owner decision. It must not silently replace one source with the other.

## When another approach is sufficient

A direct record or a human review can be sufficient when it gives the answer and no further conversation is necessary. A Righthand is an alternative when you want responsibility for the next information request and decision handoff.

[Compare plans](https://www.righthand.ai/pricing). [Get a Righthand](https://teams.righthand.ai).