Workflow

Customer Voice uses monday.com board groups to control which ideas are visible on the public portal and where new ideas are created.

Use the Workflow tab in app settings to review and manage ideas before they appear on the portal.

How it works

Customer Voice provides two workflow settings:

• Published ideas group – defines which group is shown on the public portal
• New ideas group – defines where new portal submissions are created

You can use the same group for both settings, or separate them to support an intake and review process.

Published ideas group

By default, Customer Voice displays ideas from all board groups.

When a Published ideas group is selected, only ideas in that group are visible on the public portal.

This is useful when your board includes internal groups such as:

• Inbox – new submissions
• Needs review – ideas to triage
• Published – ideas visible to customers
• Archived – ideas no longer shown

Ideas outside the selected group are hidden from portal visitors.

New ideas group

By default, new ideas are created in the board’s default group.

When a New ideas group is selected, all ideas submitted from the public portal are created in that group.

Use this setting to route new submissions into an internal intake group for review.

Review flow (example)

A typical setup:

1. Create a group for incoming ideas (for example, Inbox or Needs review)
2. Create a group for visible ideas (for example, Published)
3. Open Workflow in Customer Voice settings
4. Set New ideas group to your intake group
5. Set Published ideas group to your published group
6. Save your settings

With this setup:

• New submissions are created in the intake group
• Ideas are only visible on the portal after being moved to the published group

What the submitter sees

If a submitter opens a direct link to their idea while it is still outside the Published ideas group, the idea is visible only to them.

They will see the following message:

This idea is only visible to you and will appear on the portal after review.

Other visitors cannot see the idea until it is moved to the published group.

Tips

• Use clear group names so your team can easily understand which ideas are public
• Set up monday.com automations to notify your team when new ideas arrive in the intake group