Question 1

What is a tracked user?

Accepted Answer

A tracked user is someone who has given feedback. This can be via creating a post or voting/commenting on a post. Those actions can be taken by the user themselves, by an admin on their behalf, or by Autopilot. We only count tracked users on active posts.

Question 2

How many tracked users do I need?

Accepted Answer

Fewer than you think. Most teams new to Canny find the Free plan’s 25 tracked users enough to start uncovering impactful feedback. Many teams use Canny for months before needing to upgrade to a paid plan. For a B2B SaaS company, around 5% of total users typically become tracked users. Running a high-volume B2C/consumer product? Reach out—we offer custom tracked-user limits for larger-scale feedback programs.

Question 3

Can I set a monthly spend limit?

Accepted Answer

Yes, you’re always in control. You can set a monthly spend limit, and we’ll pause upgrades once you hit it. We’ll notify you when you hit your limit. Once your limit is hit, Canny will stop tracking feedback from new users. You can update or remove your limit anytime.

Question 4

What happens if I go over my tracked user limit?

Accepted Answer

If you haven’t set a monthly spend limit, we’ll automatically upgrade you to the next tier once you exceed your limit. You’ll be charged a prorated amount for the remainder of your billing period. If you’ve set a spend limit, we’ll stop tracking feedback from new users once you reach it—no surprises.

Question 5

What is Canny Autopilot?

Accepted Answer

Autopilot refers to Canny's suite of AI-powered features: Feedback Discovery: automatically captures feedback. It finds feedback in customer chats, sales calls, customer reviews, and more. Any detected duplicates are merged together. Users with feedback found by Autopilot count towards your tracked user count. Smart Replies: Autopilot will automatically reply to Canny posts to collect more details. Comment Summaries: instantly summarize comments to reveal the main themes.