Account & User Management 

User Manual — Account Management

2. Account Management

Account Management in Xebo.ai provides each user with a centralized space to view and control their personal account information and associated resources. 

It serves as the individual user's hub within the platform, keeping personal details, saved content, and activity organized and easily accessible. 

The account menu consists of the following sections:

1. My Account – Displays the user's personal profile information and provides access to key account details such as the user's organisation, assigned business unit and roles.

2. My Library – A personal repository where users can store and access their own and organisation-level resources, making it easy to reuse and manage resources across different projects.

3. Jobs – Provides users with a view of scheduled or ongoing collector message jobs executed by them, allowing them to monitor the status of invites & reminders and resume if in case error occurs.

4. Contacts – Allows users to manage organisation contact lists within the platform, which can be used for distributing surveys and managing respondent information such as operational data efficiently.

2.1 My Account

My Account page gives you all the information you need about your account including your Name, Email, Password, and login details of your account. You can also change your account password and edit your account details from this section.

To navigate to this section, follow these steps:

Step 1: Click User icon from top right of the navigation bar.

Step 2: Click My Account to view account and login details.

2.1.1 User Profile

This section contains all your details including your Name, Phone Number, Language and your Timezone. You can view them or edit them by clicking the Edit button.

NOTE: You can modify various user-related fields except for the Email Address.

NOTE: User can quickly switch between the English and Arabic versions of the platform from the Account Management modal directly without having to modify the account language.

To modify user profile details, follow these steps:

Step 1: On the User Profile page, click Edit button.

Step 2: Modify fields as per your preferences and click Save once all changes are confirmed.

2.1.2 Account Details

This section contains a summary of the organisational context in which the user operates within the Xebo.ai platform. These details are assigned at the administrative level and reflect the user’s position and access scope within the platform.

It includes the following information:

1. Organisation – Displays the name of the organisation that the user account belongs to. This determines the overall workspace and data environment the user operates within.

2. Business Unit – Displays the specific business unit within the organisation to which the user is assigned.

3. Role – Displays the user’s assigned role within the platform, which defines their level of access and the actions they are permitted to perform.

4. Creation Date – Shows the date on which the user account was created within the platform.

5. API Key – Displays a unique API key associated with the user’s account, which can be used to authenticate and integrate Xebo.ai with external systems or applications via Xebo.ai APIs. 

User may click the Copy button to copy the full API key to clipboard for immediate use or click Regenerate to generate a new API key, invalidating the previous one.

2.1.3 Security

The Security section indicates the Multi-Factor Authentication (MFA) method currently configured for the account. User can enable MFA to add an extra layer of security to their account access, the status of which will be displayed under the Security section.

2.1.4 Login Details

This section displays the credentials and authentication information associated with the user’s account, along with the ability to view past login history of the account.

To navigate to this section, follow these steps:

Step 1: Under the My Account section, click Login Details tab from the left-hand panel.

The Login Details section displays the Email Address and Last Login time for the user account. The email address serves as the primary identifier for the account and cannot be changed.

To view Login History for the user:

Step 1: On the Login Details tab, click View Details link.

Step 2: A popup will appear displaying all the login activities along with IP Address, Browser and Login Time. User can opt to download the login logs by clicking the Download Now button.

2.2 My Library

Library serves as a centralized media and resource repository within Xebo.ai, giving users a structured space to store, organize, and access files that can be used across surveys and other platform activities. 

The library operates at two levels — resources that belong to the individual user and those that have been shared across the organisation — ensuring that both personal and collaborative assets are always within easy reach.

To navigate to the Library section, follow these steps:

Step 1: Click User icon from top right of the navigation bar.

Step 2: Click My Library to view all user and organisation resources.

2.2.1 Adding a Resource to Library

Step 1: Under the My Library section, ensure that you have selected the appropriate folder in which you want to add a new resource. You can do so by selecting or creating a folder from the left-hand panel.

Step 2: Click New Resource to add a new resource to the specified folder.

Step 3: Click Select files to upload or drag and drop file directly into the upload field.

Step 4: Enter a File Name and click Save once file has been completely uploaded.

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2.2.2 Viewing and Modifying Library Resources

By default, all resources are organized into the My folder category. Resources are organized into folders with the ability to create, delete or share folders with other users or groups in the organisation.

To create a folder, click New Folder button to create a new folder. Name the folder as per your preference and enter Save.

You can click the three dots context menu beside a folder to perform the following actions:

• Rename: Rename folder as per your preference.
• Delete: Delete folder and all resources present within the folder.
• Share: Share folder with a specific user or group.

The default view displays each resource with a thumbnail preview along with its file name. 

User can modify the view to a visual grid layout by clicking the List / Grid View Toggle. 

The list view displays detailed information which includes:

1. Uploaded Date: The date on which the resource is uploaded to the platform.
2. Size: The file size of the resource shown in KB or MB.
3. Get Link: Copies the shareable link of the resource to clipboard.

To view additional icons for a specific resource, click the three dots context menu to view actions such as:

1. Preview: View details of the resource such as file size and uploaded date.
2. Rename: Rename the resource as per your preference.
3. Move: Migrate the library resource from one folder to another.
4. Download: Download the resource on your computer or system.
5. Share: Share the individual resource with a specific user or group.
6. Delete: Delete the individual resource from the library.

My Library section keeps your content divided into 5 subcategories. You can access these sub-categories by clicking the highlighted dropdown on the Library page.

The options available are:

1. Media – Covers all visual and multimedia files stored in the library, including images, graphics, SVGs, and other media formats. These assets are commonly used within survey designs, email templates, and survey logos.
2. Documents – Contains document-type files that have been uploaded to the library, such as PDFs or other reference materials that may be associated with survey projects or organisational processes.
3. Fonts – Stores custom font files available for use in survey themes.
4. Questions – Holds saved question sets or individual question assets that can be reused across multiple surveys, helping users save time and effort for recurring questions.
5. Themes – Contains themes that define the look and feel of surveys and can be used in new or existing surveys. 

2.2.3 Sharing Resources

Library resources can be shared with an individual user or group of users within an organisation.

Step 1: Click the three dots context menu for a resource or folder to view additional options.

Step 2: Click Share.

Step 3: Select users and groups from the Add users and groups field. You may select multiple users and groups.

Step 4: Select the permission access for the added users. You can select between Editor and Viewer.

Step 5: Click Share.

All shared resources will appear under the Shared with me tab under the My Library section. 

2.3 Jobs

The Jobs section provides users with a complete log of all message dispatch activities initiated within the Distribute module. 

Whenever a survey invitation, reminder, or follow-up is scheduled or triggered through any distribution channel, or when a data export is requested, a corresponding job entry is automatically created and tracked here. 

This gives users full visibility into the delivery pipeline for their survey communications, allowing them to monitor progress, identify issues, and take corrective action where needed.

To view the Jobs section, follow these steps:

Step 1: Click User icon from top right of the navigation bar.

Step 2: Click Jobs to view all distribution message logs.

2.3.1 Viewing Message Jobs

The Jobs table lists all jobs associated with the logged-in user's activity, with each row representing a single dispatch job. The table contains the following columns:

1. Survey – Displays the name of the survey associated with the job, along with the specific Channel through which the message was dispatched, such as an Email Channel or SMS Channel.
2. Created – Shows the date and time when the job was originally created within the platform.
3. Scheduled At – Indicates the date and time at which the job was scheduled to be executed and messages dispatched to recipients.
4. Total – Reflects the total number of recipients targeted by the job at the time of scheduling.
5. Processed – Shows how many recipients have been successfully processed and had messages sent to them at the time of viewing.
6. Progress – Displays the overall completion percentage of the job, giving users a quick at-a-glance indicator of how far along the dispatch process is.
7. Type – Indicates the medium used for the job through which messages were sent or the type of operation was performed.
8. Status – Reflects the current state of the job. A job can have the following statuses:

• Running – The job is being executed and messages are being sent.
• Completed – The job has finished processing, and all messages have been dispatched successfully.
• Stopped – The job was halted before completion and has not fully processed all recipients.
• Errored – The job encountered an issue during processing. Hovering over the Errored status displays the specific error code and error type, giving users detailed diagnostic information to understand what went wrong.

2.3.2 Actions on Jobs

For jobs with a Running status, a Stop button is available, allowing users to halt a job processing before it is completed. This would prevent any messages from being processed, and no communication is sent to the recipients.

For jobs with a Stopped or Errored status, a Resume button is available, allowing users to manually restart the job and continue processing from where it left off, based on the nature of the error encountered.

2.4 Contacts

The Contacts module serves as the customer database within the platform, providing a dedicated space to store and manage who can be targeted for survey distribution.

To view the Contacts section, follow these steps:

Step 1: Click User icon from top right of the navigation bar.

Step 2: Click Contacts to view all organisation contact lists.

2.4.1 Creating a Contact List & Adding Contacts

By default, My List is provided as the default list for adding contacts. Users can organize their contacts into custom lists, making it straightforward to segment audiences and reuse contact groups across different surveys and channels.

To create a contact list, follow these steps:

Step 1: On the Contacts section, click Add New List.

Step 2: Name the list as per your preference and press Enter to create a contact list.

To begin adding contacts to the created contact list:

Step 1: Click Add Contact + button. Select between Manual Entry and Import as File options.

Step 2a: For Manual Entry, enter in the relevant fields for the contact list. You can include additional Edata by clicking the + icon to add additional Edata fields and values.

Step 2b: For Import as File, download the template provided by clicking Download Template. Upload contacts into the template and upload the contact list using the Browse field.

Step 3: Click Save to add contact(s) to the selected contact list.

2.4.2 Viewing Contact Lists

Each contact list displays its contacts in a tabular format. The table displays default fields along with additional Edata fields if specified when a contact was added to the list. The default fields include:

1. Name – The full name of the contact as recorded in the system.
2. Status – Indicates the contact’s current communication preference. You can modify the contact status by clicking the dropdown interface.

A status of Opt-In means the contact has consented to receive survey communications, while an Opt-Out or Unsubscribe status means the contact will not receive any survey communications.

3. Email – The email address associated with the contact, used for email-based survey distribution.
4. Mobile – The mobile number associated with the contact, used when distributing surveys via SMS or other mobile channels.
5. External Unique Id – A unique identifier that can be used to map the contact to a record in an external system.

On hovering a contact row, you will see additional actions such as:

• View: View all contact related information and additional Edata.
• Edit: Edit the contact information.
• Delete: Delete the contact row from the specified list.

To export a contact list, follow these steps:

Step 1: On the Contacts section, select a list from the left panel for which you want to export the contacts.

Step 2: Click the three dots context menu and click Export Contacts.

2.4.3 Merging Duplicate Contacts

Duplicate entries can accumulate through repeated imports, manual additions, or data collected across multiple campaigns. This results in duplicate entries of values that conflict with one another.

There are two methods of merging duplicates on the Xebo.ai platform:

1. Auto-Merge Rules: Automatically detects and consolidates duplicate contact entries within a list based on user-defined matching criteria.
2. Merge Duplicates (Manual): Manual operation in which contacts are merged based on a specific identifier such as Email Address or Mobile Number. The user reviews what conflicting values need to be reflected in the contact.

Configuring Auto-Merge Rules

When a new contact is added to the list, the platform checks whether the incoming entry contains values that match an existing contact based on the fields defined in the active merge rules. If a match is found, the two records are automatically merged into a single entry. 

During the merge, the most recently added or updated data is always retained, ensuring that the contact record reflects the latest available information.

It is important to note that a merge rule will only trigger if the newly added contact has a value present in the field specified by the rule. It is therefore recommended to select fields that are consistently populated and serve as reliable unique identifiers, and to include fallback rules for contacts that do not have a particular identifier.

To access the auto-merge rules, follow these steps:

Step 1: Under the Contacts section, click Configure Auto-Merge Rules button.

Step 2: Click + Create a rule to add an auto-merge rule. You may choose to add multiple rules for contacts that may not have a particular identifier as a value.

Step 3: Click the + icon to add a field on which the contacts need to be merged. You can add multiple fields for contact-matching based on a composite key containing multiple fields.

Step 4: Click Save to enable the auto-merge rules. The rules are applied for any new contacts that are added to the contact list after enabling the merge rules.

Manually Merging Contacts

To manually merge contacts, follow these steps:

Step 1: Select a contact list where you wish to merge duplicate contacts.

Step 2: Click the three dots context menu and click Merge Duplicates.

Step 3: Select the contact field via the highlighted menu on which duplicate contacts should be detected. The table displays the common identifier between the duplicated contacts and the number of contacts having the same identifier.

Step 4: Click Merge Duplicates button besides the identifier to begin merging the contact.

Step 5: Select the values you want to keep for each field of the contact. You may pick No value selected if in case you don’t want to populate any value for that specific contact field.

Step 6: Click Merge to merge the duplicated contacts.