Account & User Management 

User Manual — Organisation Settings

3. Organisation Settings

Organisation Settings allows you to control and manage your organisation as an administrator. You can add contacts, assign roles and targets for your team and field agents. Moreover, you can customize the organisation preferences, view audit logs and configure organisation survey tags and survey workflows.

To access the organisation settings:

Step 1: Click the Settings icon from the navigation bar. You will be redirected to the Organisation Settings page.

3.1 Users

This section helps you manage the users under a particular organisation. Users can be viewed on the Xebo.ai platform. You can assign user with role or business unit, which decides the level of access a user would have. 

3.1.1 Viewing Users

Each user entry in the table contains the following information:

1. Email – The email address associated with the user's account, which also serves as their login identifier.
2. Status – Reflects the current state of the user's account within the organisation. An Active status, shown in green, indicates that the user has access to the platform. An Inactive status, shown in red, indicates that the user has been deactivated. Administrators can change a user's status directly from this column using the dropdown available on each row.
3. Last Login – Displays the most recent date on which the user logged into the platform.
4. Role – Shows the role currently assigned to the user.

A filter panel is available via the filter icon at the top right of the user list.

Step 1: Click Filter icon and select role and business unit on which you want to filter users.

Step 2: Click Apply to update the list with the selected filter.

You may download the full list of users within the organisation by following these steps:

Step 1: On the Users list page, click the Download button and select the type of export. The options available are XLS and CSV.

For audit related purposes, you may also download the full log history of when the user has accessed the Xebo.ai platform.

Step 1: On the Users list page, hover over the user for which you want to download the login logs. Click the three dots context menu to reveal additional actions.

Step 2: Click Export Logs to begin exporting the login logs of the user in XLS format.

3.1.2 Modifying Users Details

You can manually change the user details. To do so, follow these steps: 

Step 1: Go to the Users list page under the Organisation Settings.

Step 2: Hover over the row for which you want to modify the user details and click Edit button.

Step 3: Change the details as per your liking. You can only change the First Name and Last Name.

Step 4: Click Save once all changes are confirmed to be applied.

You can modify the role and the business unit in which a user belongs. To do so, follow these steps:

Step 1: On the Users list section, hover over the row for which you want to change the role or business unit. Click the three dots context menu to reveal additional actions.

Step 2: Click Change Business Unit or Change Role to modify the BU and role of the user.

Step 3: Select the desired role or business unit to keep from the dropdown and click Save to confirm changes.

You can also bulk assign a single role to multiple users.

Step 1: On the Users list section, select or unselect the checkboxes beside each row to select which users need to be assigned to a specific role.

Step 2: Click Change Role.

Step 3: Select the desired role to keep from the dropdown and click Save.

3.2 Roles

Roles determine the responsibility and level of access for each user.

For example, if a user is assigned the role of Dashboard User, they are permitted to only view the Dashboard.

This section is used to manage Roles defined within the team. Apart from predefined roles, you can add or delete custom roles, and you can view the count of users for each role.

To navigate to the Roles section, follow these steps:

Step 1: On the Organisation tab under Settings, click Roles section from the left panel of the screen. You will be redirected to the Roles list view.

3.2.1 Default Roles

The platform includes a set of built-in roles designed to cover the most common user responsibilities on the Xebo.ai platform:

3.2.2 Adding and Managing Roles

You can add or manage existing roles on the Roles section. For adding a new role, follow these steps:

Step 1: On the Roles section, click Add Role button.

Step 2: Enter a Role Name as per your preference.

Step 3: Select the module in which you wish to grant permissions to the specific role. The modules include User Management, Surveys, Distribute, Results, Dashboards, etc.

Step 4: Toggle on to provide view access for the selected module.

Step 5: Check or uncheck the permissions you wish to allow for the role.

Step 6: Click Save once all configurations and permissions are selected for the role.

To modify permissions for a role, follow these steps:

Step 1: On the Roles list page, hover over the desired role for which you want to modify permissions.

Step 2: Click Edit to modify the role permissions or edit role name.

Step 3: Modify the role name and permissions as per your preference. Click Save to confirm changes.

To delete a role or multiple roles, follow these steps:

Step 1: On the Roles list page, hover over the desired role which you want to delete.

Step 2: Click Delete.

Step 3: Click Yes on the confirmation popup to delete the role from your organisation.

NOTE: You can bulk-delete multiple roles by checking or unchecking the roles you wish to delete and clicking Delete to delete multiple roles at a time.

3.2.3 Role Permissions

When creating or editing a custom role, administrators can configure a precise set of permissions that define what users assigned to that role are able to see and do within the platform. 

Permissions are organised by module and can be toggled on or off individually. Each module-level toggle acts as a first-level access gate — enabling the toggle grants the user visibility into that module, while the individual checkboxes beneath it control whether the user has editing or action-level capabilities within it. 

If the module toggle is enabled but no additional checkboxes are selected, the user will have view-only access with no ability to make changes.

User Management

• Add / Edit User – Allows the user to modify existing user profiles, including name, role, business unit, and access scope. This permission applies across all business units.
• Add / Edit Roles – Enables the creation of new custom roles and modification of permissions for existing ones. This permission applies to all custom roles across the organisation.
• Delete Roles – Allows the deletion of custom roles created within the account. Default system roles are protected and cannot be deleted, ensuring core platform functionality remains intact.

Survey Access

• Create / Modify Survey – Permits users to create new surveys and edit existing ones, including questions, logic, flows, and configurations. 
• Publish Survey – Allows users to make surveys live and available for distribution.
• Survey Approval Access – Enables users to review and approve surveys as part of a structured maker-checker workflow before changes are published to respondents. 

This functionality must first be enabled at the organisation settings level. The approver can review changes, provide comments, and share feedback.

Distribute

• Email – Allows users to launch and manage email-based survey distribution campaigns, including configuring invitations and scheduling sends.
• SMS – Grants access to distribute surveys via SMS channels, enabling outreach to respondents on mobile devices. 
• WhatsApp – Enables survey distribution through WhatsApp integrations, typically used for conversational and high-engagement feedback campaigns. 
• API – Allows generation and use of survey APIs for embedding surveys in external systems such as CRMs, websites, or mobile applications.

Results

• Results – Grants users’ access to the Results tab within a survey, allowing them to view survey results, response data, and analytical views to interpret feedback and derive insights.
• Export Data – Enables users to download survey responses and reports in formats such as Excel or CSV. This permission is scoped to survey reports and downloads within the Analyze module only.
• Edit Responses – Allows authorised users to correct or update individual survey response. All edits are recorded in the platform's audit logs, ensuring a full trail of changes is maintained.
• Delete Responses – Grants permission to permanently remove selected responses from the system. All deletions are recorded in the platform's audit logs for full accountability.

Ticketing

• Delete Tickets – Allows users to remove tickets generated from survey actions. 
• Add Custom Status – Enables the creation of custom ticket statuses that can be used within ticket workflows and survey actions.
• Change Assignee – Allows ticket owners to reassign their tickets to other users or groups, supporting workload balancing and escalation handling. 
• Change Due Date – Permits ticket owners to modify the due dates of their tickets, enabling management of service level agreements and shifting operational priorities. 
• View Org Tickets – Provides visibility into all tickets across the organisation. This enables centralized oversight and monitoring of ticket activity at an organisational level.

Dashboards

• Modify Dashboard – Enables users to edit dashboard structures, widgets, filters, and visualizations to tailor reporting views for specific audiences or operational needs.
• Publish Dashboard – Allows users to share completed dashboards and make them visible to other users or teams within the platform.

CATI (Computer Assisted Telephonic Interviewing)

• Add / Edit Agents – Allows creation and modification of agent profiles used for CATI and Field Force survey collection.
• Delete Agents – Grants permission to remove agent profiles from the system when they are no longer active or required.
• Modify Assignee – Enables reassignment of CATI tasks between agents to balance workloads or accommodate availability changes.
• Assign Survey to Agents – Allows surveys to be allocated to specific agents for field or telephonic data collection activities.
• Monitor Performance – Provides access to agent productivity metrics, task progress, completion rates, and overall operational performance data.

Miscellaneous

• Audit Logs Access – Allows users to view system activity logs, including user actions and configuration changes across the platform.
• AI Assistant – Survey Suggestions – Enables use of AI-powered recommendations while designing surveys, including suggested questions, phrasing improvements, and structural guidance.
• AI Assistant – Survey Insights – Provides access to AI-driven summaries, sentiment analysis, patterns, and insights derived from survey responses. This permission is tied to the Text Genie API, allowing users with this access to retrieve sentiment data, insights, and summaries.
• Enable Masking – Ensures that personally identifiable information (PII) such as names, phone numbers, and email addresses is masked for the user when viewing survey data, supporting privacy, security, and regulatory compliance requirements.

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3.3 Groups

This section allows you to club users within specific groups for sharing surveys, resources or assigning tickets to multiple users at once. 

For example, if you have a three-member team working on one category and there is a ticket generated. Rather than having to manually assign it to three people, you can create a group and assign the ticket to the group. 

This section lets you manage the groups you have created. You can use the groups to assign tickets or watchers for the tickets.

To navigate to the Groups section, follow these steps:

Step 1: On the Organisation tab under Settings, click Groups section from the left panel of the screen. You will be redirected to the Groups list view.

3.3.1 Adding and Managing Groups

You can create groups for you organisation to share surveys, themes, and tickets to the users in that group. The advantage of having a group is that it allows you to assign multiple people to a particular task at once without having to manually select people. 

To create a new group, follow these steps:

Step 1: On the Groups list page under Organisation, click Add Groups.

Step 2: Enter the Group Name as per your preference.

Step 3: From the Search and Select Users field, select the users whom you want to be included in the group. All added users are shown in the Added Users section below.

Step 4: Click Save to finalize configurations and users for the group.

To edit or add additional users to an existing group, follow these steps:

Step 1: On the Groups list page, hover over the group for which you want to add users and click Edit button.

Step 2: Using the Search and Select Users field, add users to include in the group. You may also use the Delete icon to remove users from the selected group.

Step 3: Click Save.

To delete a specific group from the organisation, follow these steps:

Step 1: On the Groups list page, hover over the group which you want to delete and click Delete button.

Step 2: Click Yes on the confirmation popup to delete the group.

NOTE: A single user of the organisation can belong in multiple groups. 

3.4 Business Units

Business Units are isolated organisational segments within the platform that allow administrators to partition users, surveys, dashboards, and resources into distinct operational divisions. 

Unlike Groups, which allow a user to belong to multiple collections simultaneously, each user can only be assigned to a single Business Unit at a time. This ensures strict data boundaries — users within a Business Unit can only access and share surveys, dashboards, and resources with other members of the same unit, and cannot interact with content belonging to users in other Business Units. 

This makes it particularly valuable for organisations that operate across multiple departments, regions, or client accounts where data segregation and access control are critical requirements.

To navigate to the Business Units section, follow these steps:

Step 1: On the Organisation tab under Settings, click Business Units section from the left panel of the screen. You will be redirected to the Business Units list view.

3.4.1 Viewing Business Units

The Business Units list provides administrators with a consolidated view of all units currently configured within the organisation. Each entry in the list displays the following information:

• Name – The name assigned to the Business Unit.
• Users – The total number of users currently assigned to the Business Unit.
• Created At – The date on which the Business Unit was created.

3.4.2 Adding and Managing Business Units

To create a new Business Unit, follow these steps:

Step 1: On the Business Units list page under Organisation, click Add Business Unit.

Step 2: Enter the Name of the Business Unit as per your preference.

Step 3: From the Search and Select Users field, select the users whom you want to be included in the Business Unit. All added users are shown in the Added Users section below.

Step 4: Click Save to finalize configurations and users for the Business Unit.

To edit or add additional users to an existing Business Unit, follow these steps:

Step 1: On the Business Units list page, hover over the business unit for which you want to add users and click Edit button.

Step 2: Using the Search and Select Users field, add users to include in the business unit. You may also use the Delete icon to remove users from the selected business unit.

Step 3: Click Save.

To delete a specific business unit from the organisation, follow these steps:

Step 1: On the Business Units list page, hover over the business unit which you want to delete and click Delete button.

Step 2: Click Yes on the confirmation popup to delete the business unit.

Step 3: Alternatively, you can bulk-select business units by checking the business units you wish to delete. Click the Delete button to delete the selected business units.

3.5 Settings

This section provides administrators with a centralized view of the organisation's core configuration and security controls. To access this section, follow these steps:

Step 1: On the Organisation tab under Settings icon, click Settings section from the left panel of the screen.

The Settings section is divided into three areas: general organisation preferences, security settings, and IP address management.

3.5.1 Preferences

The Preferences section displays key organisational details and branding configurations that apply across the platform which includes:

1. Organisation – Displays the registered name of the organisation as configured on Xebo.ai. 

Alongside the name, the unique Org ID is shown, which serves as the organisation's system identifier. This ID can be copied by clicking the Copy icon for use in integrations or support queries.

2. Survey Domain – Shows the custom domain configured for survey links distributed to respondents.

3. Logo – Displays the organisation's current logo as it appears across the platform. To update the organisation logo, follow these steps:

Step 1: Click Edit icon besides the Logo field to add or update the organisation logo.

Step 2: Select the organisation logo from the media library. Click Save to modify the organisation logo and reflect it on the Xebo.ai platform

An Apply to all Surveys toggle is available alongside the logo setting — when enabled, the uploaded logo is automatically applied to all newly created surveys within the organisation.

4. SMS Link Domain – Displays the domain used for links embedded within SMS-based survey distributions.

3.5.2 Security

The Security section provides administrators with toggles to enforce authentication and access controls at the organisation level. The security configurations are:

Survey Domain White Labelling: Lets you add your own domain name in the Survey URL, providing you with more visibility over the survey. This process is called white labelling.

IP Whitelisting – When enabled, access to the platform is restricted to a defined list of approved IP addresses.

3.5.3 IP Addresses

The IP Addresses section works in conjunction with the IP Whitelisting toggle. When IP Whitelisting is active, administrators can manage the list of permitted IP addresses from this section.

To add or modify IP Addresses, follow these steps:

Step 1: On the Settings section, click Add IP Address.

Step 2: Select the type of IP Address to add from the dropdown. You can select between IPv4 and IPv6.

Step 3: Enter the IP Address in the field. Click + icon to add additional IP addresses. Click Delete icon to remove an IP address from the list.

Step 4: Click Save to apply changes.

3.6 Logs

The Logs section provides authorized users with a comprehensive audit trail of all activities performed within the organisation on the platform. 

Every user action — from logging in and creating surveys to modifying roles and deleting records — is automatically captured and timestamped, giving administrators full visibility into platform usage and ensuring accountability across the organisation.

This enables administrators to trace any change back to the specific user who performed it, the device it was performed from, and the exact time it occurred.

To access the Logs section, follow these steps:

Step 1: On the Organisation tab under Settings icon, click Logs section from the left panel of the screen.

3.6.1 Viewing Audit Logs

The audit log is presented in a chronological table, with the most recent activity displayed first. Each entry contains the following information:

1. User Email – The email address of the user who performed the action.
2. Target Name – The name of the entity or object that was affected by the action, such as a survey name, user account, role, or workflow.
3. Change Log – A plain-language description of the action that was performed. This makes it straightforward for understanding what took place without needing to interpret technical data.
4. IP Address – The IP address of the device from which the action was performed.
5. Date & Time – The precise date and timestamp at which the action was recorded.

To download the full audit log history, click Download Logs button at the top right of the page. The download will begin in the background and once completed, an XLS file will be downloaded for offline review.

3.7 Survey Tags

Survey Tags are labels that can be assigned to surveys to enable structured identification, categorization, and data retrieval, particularly when interacting with Xebo.ai through its API. 

Each tag consists of a key-value pair system, where the key acts as the identifier and one or more values represent the possible classifications under that key. 

When surveys are tagged, they can be systematically filtered, tracked, and analyzed based on these labels, making Survey Tags especially useful for organisations that need a consistent taxonomy for referencing survey data in external systems or integrations.

To access the Survey Tags section, follow these steps:

Step 1: On the Organisation tab under Settings icon, click Survey Tags section from the left panel of the screen. You will be redirected to the Survey Tags list page.

Each entry in the table contains the following information:

• Key – The unique identifier for the tag, serving as the primary label under which related values are grouped.
• Values – The set of possible values associated with the tag key. Multiple values can be defined under a single key, allowing surveys to be classified with varying levels of specificity within the same category. 
• Description – A brief explanatory note describing the purpose of the tag and how it is intended to be applied across surveys. 

3.7.1 Adding and Modifying Survey Tags

To create a survey tag, follow these steps:

Step 1: On the Survey Tags list page, click Create New Tag.

Step 2: Enter relevant values for the Key, Description, and Values fields.

Step 3: Click Save to add the tag to the organisation’s tag library.

To modify or delete a tag, follow these steps:

Step 1: On the Survey Tags list page, hover over the tag you wish to modify or delete. Click the Edit or Delete buttons for respective actions.

Step 2: Click Delete to delete the tag.

Step 3: Click Yes on the confirmation popup.

3.7.2 Using Survey Tags

Survey Tags can be used within the Surveys module. 

Please refer to the Survey Creation user manual for more information on assigning Survey Tags to existing surveys.

3.8 Utilisation

The Utilisation section provides administrators with a high-level operational overview of the organisation's platform activity, offering visibility into how the platform is being used across key metrics such as user growth, survey creation, and response collection. 

This section is particularly valuable for administrators and organisation owners who need to monitor platform engagement and identify trends in activity over time.

3.8.1 Utilisation Statistics

The period for all displayed data can be adjusted using the Weekly / Monthly filter dropdown at the top right of the page.

There are two distinct tabs in the Utilisation section:

1. Usage

The Usage tab provides a summary of user and response activity within the organisation. At the top of the tab, two key activity indicators are displayed:

• New Users – Shows the number of new users added to the organisation during the selected period, along with a percentage change indicator compared to the previous equivalent period.
• New Responses – Displays the total number of new survey responses collected during the selected period, accompanied by a percentage change indicator to contextualize whether response volumes are trending upward or downward compared to the previous period.

Below the summary indicators, two progress bars provide a view of the organisation's consumption:

• Users – Displays the current number of active users.
• Responses – Shows the total number of responses collected to date.

Two bar charts beneath the progress bars visualize the trend data for both metrics across the selected period:

• Users Chart – Plots the number of new users added over each week or month within the selected range.
• Responses Chart – Plots the volume of responses received over each week or month.

2. Surveys

The Survey tab provides a focused view of survey creation and collection activity within the organisation during the selected period. Two summary indicators are displayed at the top of the tab:

• Surveys Created – Shows the total number of new surveys created within the organisation during the selected period, along with a percentage change indicator reflecting growth or decline compared to the equivalent prior period.
• Collections Added – Displays the number of new survey distribution channels added during the selected period, with a corresponding percentage change indicator to reflect trends in distribution setup activity.

A bar chart beneath the summary indicators visualizes the survey creation trend over the selected period, plotting the number of surveys created across each weekly or monthly interval.