Account & User Management 

User Manual

1. Account & User Management Overview

1.2.2 Navigating to Account Management

Step 1: Click User icon on top right of the Xebo.ai page.

Here, you will be able to see the various account management options available: My Account, My Library, Jobs and Contacts.

1.2.3 Navigating to User Management

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

Here you will find various tabs that will allow you to customize the different organisation settings, users, communication preferences, integrations and templates.

1. Organisation: Setup organisation structure by modifying organisation users, assigning them default or custom roles and segregating users into groups and business units. Moreover, you can enable brand whitelisting, view audit logs and usage statistics of Xebo.ai platform.
2. Preferences: Choose the sending domain to be the default Xebo.ai domain or add your custom email domain through which all message delivery to respondents should take place. Moreover, you can add custom survey domain links to further whitelist all survey links with your brand domain or sub-domain.
3. Integrations: Customize the gateways through which survey invites and reminders can be sent. You can select and add Email, SMS and WhatsApp gateways from this menu.
4. Templates: Create and modify survey invitation, reminder and thank you templates for your organisation. These templates can be used under the Distribute section of the Surveys module. You can create, delete and edit templates across Email, SMS and WhatsApp medium.
5. Notification: Manage alerts and scheduled reports from this tab. You can create alerts from this tab, which delivers a notification when a specific dashboard metric crosses or falls below a specified threshold or relative percentage.
   

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.

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.

s3. Preferences

The Preferences section provides administrators with controls for configuring how the platform sends outbound communications on behalf of the organisation. 

This includes defining the email identity that recipients see when they receive survey invitations or notifications, as well as managing the custom domains through which survey links and emails are delivered.

To access the Preferences tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Preferences tab to view its configuration.

3.1 Sender Settings

This section lets you customize the email address from which the platform email and survey invitations are to be sent. 

The default sending domain is set as donotreply@Xebo.ai. However, once you get your domain verified from the Xebo.ai’s support team, you can change your email address by toggling off the Default option to view available sending domains.

Further, you have the option to add SMTP server details which would allow you to send emails with your custom SMTP email.

3.1.1 Default Email Domain

If you haven’t added any custom email address, any platform emails you and your users receive such as notifications about tickets or resolution come from the default email address, which is set as donotreply@Xebo.ai. 

You can switch to a custom email domain or revert to the default domain by toggling on or off the Default option.

• When toggling on the Default option from a custom email, click Yes on the confirmation popup and your default email address will be reverted back to donotreply@Xebo.ai.

3.1.2 Custom Email Domain

With Xebo.ai, you have the option to set your custom email as your Custom Outbound Email Address. This will reflect as the email address from which you and your users would get platform emails including emails about ticket generation, ticket resolution and other platform emails.

For verifying a domain, please connect with the Hypercare team for authenticating an email domain for outbound notifications. Once the domain is verified, please follow these steps:

Step 1: On the Sender Settings section under Preferences tab, toggle off the Default option to view custom email domains.

Step 2: Ensure Custom Email is selected. Enter the Sender Name and the verified Sender Email from which you wish to send emails.

Step 3: Click Add to reflect it in the Assigned Outbound Email Address list.

Step 4: Once added, use the dropdown to select the custom email that you have added. Click Update to reflect it as the new custom email domain for outbound communications.

To delete or remove a custom email domain from the outbound email address list:

Step 1: Click the Delete icon besides the email domain you wish to remove.

Step 2: Click Yes on the confirmation popup.

3.1.3 SMTP Server

With Xebo.ai, users can integrate their SMTP server with Xebo.ai to route all outbound communications via organisation’s own SMTP server. The process of doing the same is mentioned below: 

Step 1: On the Sender Settings section under Preferences tab, toggle off the Default option to view custom email domains.

Step 2: Ensure SMTP Server is selected. Enter the Sender Name, Sender Email, Host and your SMTP credentials from which you wish to send emails.

Step 3: Click Update to reflect the SMTP email address as the new custom outbound email domain.

3.2 Sender Authentication

The Sender Authentication section allows administrators to register and manage additional custom domains that can be used for survey link distribution and email sending across the organisation.

This is particularly useful for organisations that operate across multiple brands, regions, or business units, each requiring their own distinct domain for survey communications.

For adding an additional custom domain for survey links, please connect with the Hypercare team for authorizing a custom survey link domain. Once the URL domain is verified, please follow these steps:

Step 1: On the Sender Authentication section under Preferences tab, click + Add New Domain.

Step 2: Enter the verified domain name and click Add to add it to the list of custom domains.

Custom survey domains can be used in the Distribute section of surveys. Please refer to the Distribute Surveys manual for more information on customizing the survey link domain for an individual distribution channel communication.

4. Integrations

The Integrations section allows administrators to connect and manage the communication gateways through which the platform delivers survey invitations, reminders, and notifications to respondents. 

These gateways serve as the underlying delivery infrastructure for all outbound communications sent through the platform's Distribute module for the Email, SMS and WhatsApp distribution channels.

To access the Integrations tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Integrations tab to view its configuration.

5.1 Connected Gateways

Each subsection displays the list of currently connected gateways under the Connected Apps panel. Each gateway entry shows the provider's name, the configured label or account identifier and additional actions.

To send a test mail for verifying integrity of gateway, follow these steps:

Step 1: On the Integrations section, click Connect beside a connected gateway to send a test message.

Step 2: Enter the Email From and Email To fields. Click Send to verify the connection.

5.2 Configuring Gateways

The setup and configuration of new communication gateways — including custom email gateways, SMS providers, and WhatsApp integrations — requires coordination with the Hypercare support team. 

Organisations wishing to connect their own custom gateways for survey distribution should reach out to the support team, who will assist with the technical configuration, credential setup, and validation required to bring the integration live on the platform.

6. Templates

The Templates section provides a centralised library of all communication templates configured within the organisation for use across survey distribution channels. 

These templates form the foundation of all outbound survey communications — including initial invitations, follow-up reminders, and thank you messages — and are available across three channel types: Email, SMS, and WhatsApp under the Distribute tab in Surveys. 

Templates ensures that survey communications maintain a consistent tone, structure, and branding across all programmes and distribution activities.

To access the Templates tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Templates tab to view all organisation-level templates for distribution channels.

6.1 Viewing and Managing Templates

The Templates section is divided into three channel-specific subsections accessible from the left panel:

Email – Contains all email templates available within the organisation for use in email-based survey distributions.

SMS – Contains all SMS message templates configured within the organisation for text-based survey distributions.

WhatsApp – Contains all WhatsApp message templates available for traditional and conversational survey distributions.

Each template card in the library displays two action icons at the bottom:

• Edit – Opens the template for modification, allowing the template's content, design, and settings to be updated.
• Delete – Permanently removes the template from the organisation's library.

Please note that administrators should ensure that a template is not actively assigned to any live distribution channels before deleting it to avoid disrupting ongoing survey campaigns.

The detailed step-by-step process for creating new templates, editing existing ones, and configuring templates within specific distribution channels is covered in the Distribute User Manual. 

Users are advised to refer to the Distribute Surveys user manual for comprehensive guidance on the full template creation and distribution configuration workflow.

6.2 Using Distribution Templates

Templates created and stored in this section are directly available for selection within the Distribute tab of individual surveys. 

When setting up a distribution channel — whether email, SMS, or WhatsApp — users can browse and select from the organisation's available templates to define the content of their survey invitations and reminders.

7. Notification

The Notifications tab provides administrators with a centralised view of all automated alerts and scheduled reports configured across the organisation. 

It serves as the management hub for proactive monitoring and reporting activity, allowing administrators to oversee what notifications have been set up, who they are assigned to, and whether they are actively running.

To access the Notification tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Notification tab to view all alerts and reports configured for the organisation.

7.1 Alerts

The Alerts section displays all Dashboards alert notifications configured within the organisation. Alerts are automated triggers that monitor specific metrics within dashboards and notify designated users when those metrics meet or exceed a defined threshold.

7.1.1 Viewing Alerts

The alerts list displays the following information:

1. Name – The label assigned to the alert.
2. Type – Indicates the module or data source the alert is based on. In this case, all alerts belong to the Dashboards module.
3. Status – Reflects whether the alert is currently active or inactive.
4. Date Created – The date on which the alert was originally configured.
5. Users – Displays the user who is responsible for configuring the alert.

7.1.2 Adding and Managing Alerts

To create a new alert, follow these steps:

Step 1: On the Alerts section under the Notification tab, click Create New to begin creating a dashboard alert.

Step 2: Enter a descriptive Name for the alert and select the Source as Dashboard.

Step 3: Select the Dashboard for which you want to configure an alert based on one of its metrics.

Step 4: Select Alert Type. The option currently available is Threshold.

Step 5: Select to whom the alert should be triggered by selecting their email from the Send Email To field.

Step 6: Select the Metric and Threshold Type along with Value for defining when the alert should be triggered.

Step 7: For numeric threshold, define the time period within which the alert condition needs to be checked in the In Time Periods date field. For relative threshold alerts, specify the comparison period in the Compared To date field.

Step 8: Specify the frequency and time at which the alert condition should be checked. You can specify the frequency as Daily, Weekly and Monthly along with the exact date and time of when the alert should run.

Step 9: Click Save once all alert configurations are confirmed to create the alert.

You can access additional actions by hovering over an alert row in the Alerts list and selecting from one of the two actions available:

• Edit – On clicking, the edit modal appears allowing user to edit the alert configurations as per their requirement.
• Delete – On clicking, a confirmation popup appears for deleting the selected alert. Click Yes to confirm the alert deletion.

7.2 Reports

The Reports section provides a view of all scheduled survey and dashboard reports configured across the organisation. 

Scheduled reports allow users to receive automated, periodic summaries of survey performance and dashboard data delivered directly to their inbox, ensuring that key stakeholders remain informed. 

NOTE: Detailed configuration of scheduled reports is covered in the Dashboards User Manual and Survey Results user manual, which should be consulted for step-by-step guidance on setting up and managing report schedules.

7.2.1 Viewing and Managing Reports

The report table displays the following information:

1. Name – The label assigned to the report.
2. Frequency – The frequency at which the report is delivered to recipient’s email addresses.
3. Status – Reflects whether a report is currently active or inactive.
4. Date Created – The date on which the scheduled reports was configured.
5. Users – Displays the number of users to whom the scheduled report is sent out.

The administrator can delete reports from this section. To delete report scheduler, follow these steps:

Step 1: On the Reports section under Notification tab, hover over the scheduled report which you want to delete. Click Delete.

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