Product Documentation

Contacts & Accounts

Contacts

Contacts are the individuals who receive your surveys and assessments. Each contact record can include the following information:

• Email (required). The primary identifier and delivery address for the contact.
• Name (optional). Displayed in reports and used for personalization in survey emails.
• Phone (optional). Required if you plan to send surveys through SMS.
• Account (optional). Links the contact to a company, property, or organization for grouped reporting.
• External ID (optional). Your system's identifier for the contact, useful for API integrations and matching records with external systems.

Managing contacts

• Add individually. Click Add Contact from the Contacts page and enter the contact information.
• Import in bulk. Use the Import Wizard to upload a CSV or XLSX file. The wizard guides you through column mapping, validation checks, and error review before importing.
• Edit a contact. Open the contact's detail page to update name, phone number, or account assignment.
• Delete contacts. Select one or more contacts and use the bulk delete action. Deleting a contact removes the contact record but does not remove their historical survey responses.

Accounts

Accounts represent companies, properties, or locations. They let you group contacts together and view aggregated scores at the account level.

Automatic account creation. When importing contacts or triggering surveys through the API using an account_name, AwareCX automatically creates the account if it does not already exist.

Account detail page

Each account page displays:

• NPS, CSAT, and CES scores (whichever metrics have responses)
• Response breakdowns for each scale: Promoters / Passives / Detractors (NPS), Satisfied / Neutral / Dissatisfied (CSAT), Easy / Neutral / Difficult (CES)
• Contact count
• Full response history table

Account tools

• Find duplicates. Scans your account list for name collisions so you can review and merge.
• Merge accounts. Combine two or more accounts into one. Contacts, responses, recipients, and ResolveCX tickets are moved automatically to the account you choose to keep.

Heads-up: account creation by name alone does not deduplicate. If you import contacts without an account_external_id, the same account name on a later import creates a second record. Use Find Duplicates to clean these up, or always include an external ID.

External ID

Accounts can include an optional External ID field used to match records with your CRM or billing system.

Survey Configuration

Creating a survey

1. Navigate to Surveys.
2. Click Create Survey.
3. Enter a survey name.
4. Choose the survey type:
   • NPS (0 to 10 scale)
   • CSAT (1 to 5 scale)
   • CES (1 to 7 scale)

After creation, you will land on the Survey Detail page, where all settings can be configured.

Survey settings

• Survey type. NPS, CSAT, or CES. Determines the scoring scale and response categorization.
• Campaign type. Relational (periodic check-ins) or Transactional (triggered after an event). Transactional surveys can be auto-resolved through the API.
• Cooldown period. Minimum number of days before a contact can receive another survey. Default is 30 days to prevent survey fatigue.
• Cooldown basis. Determines whether cooldown is calculated from the date the survey was sent or the date a response was received.
• Suppression mode. Reviewable mode keeps suppressed contacts visible on the recipient list so an admin can selectively override the suppression for a specific send.
• Question text. The question shown to recipients.
• Thank-you message. The message displayed after a recipient submits their response.
• Follow-up questions. Open-ended or multiple-choice questions shown after the score submission.
• Public link. A shareable URL at /s/{slug} that allows anyone to respond without receiving an email. The slug is customizable and the link can be toggled on or off. Public submissions are rate-limited (5 per IP per 24 hours) and excluded from response-rate denominators so anonymous traffic does not skew campaign metrics.

Survey lifecycle

Surveys move through several states during their lifecycle.

• Draft. Initial state where you configure settings and follow-up questions.
• Active. Ready to send. The setup stepper must be completed before activation.
• Paused. Temporarily stops new sends from being dispatched.
• Archived. Removes the survey from active views while preserving all historical data.

Sending Surveys

Creating a send

A send represents a batch of survey invitations. To create one:

1. Open the survey.
2. Click Create Send.
3. Name the send. Example: March 2025 NPS.
4. Choose the channel: Email or SMS. SMS requires an enabled plan.
5. Select recipients by contacts, accounts, or all contacts.
6. Optionally apply custom field filters to target specific groups.
7. Choose Send now or schedule a future date and time.
8. Optionally enable a delivery window to drip recipients over a configurable number of hours (with a per-minute cap). Each recipient's exact send time is jittered within its slot.
9. Review the recipient preview.
10. Confirm and send.

Contacts within the cooldown window are automatically suppressed and labeled with the suppression reason.

Delivery methods

• Immediate. All email or SMS messages are sent immediately.
• Drip delivery. Messages are distributed gradually over a configurable time window. This improves deliverability and spreads out responses.

Suppression and cooldown

When a send is created, AwareCX checks each contact against the survey's cooldown rules. Contacts who were recently surveyed are automatically suppressed.

Example suppression message: "Last surveyed 5 days ago, cooldown is 30 days." Suppression reasons are visible in the send detail view.

Test emails

Before sending to your full list, use Send Test Email. This lets you preview exactly what recipients will see. Test emails are delivered only to your email address and bypass cooldown and suppression rules so you can always verify formatting.

Reminders

Reminders are manually triggered per send. Open a send and click Send Reminder to email recipients who have not yet responded. AwareCX honors suppression and unsubscribe lists and tracks a reminder count per recipient.

Response Management

Viewing responses

Survey responses can be accessed from several locations.

• Survey Results page. All responses for a specific survey with score distribution charts, trend lines, and AI insights.
• Send Results page. Responses from a specific send batch.
• Contact Detail page. The complete survey history for an individual contact.
• Account Detail page. Aggregated scores across all contacts within an account.

Response data includes

• Score (NPS 0 to 10, CSAT 1 to 5, or CES 1 to 7)
• Open-ended feedback text
• Follow-up question responses
• Response date and time
• Contact name, email, and account
• Sentiment badge by scale: NPS (Promoter, Passive, Detractor), CSAT (Satisfied, Neutral, Dissatisfied), or CES (Easy, Neutral, Difficult)

Filtering and sorting

The results page supports filtering by:

• Score category
• Date range
• Account
• Specific send batch
• Keyword search across feedback text

Exporting data

Responses can be exported to XLSX or CSV for offline analysis. The export includes all response fields, scores, contact details, custom fields, and feedback text. Analytics also supports a printable PDF of the AI insights summary.

Deleting responses

Administrators can delete individual responses from the results table. Deleting a response permanently removes it and automatically recalculates the associated scores.

Reporting & Analytics

Dashboard

The main dashboard provides a quick overview of your survey program. Key metrics include:

• Portfolio Health Score. A composite metric on a 0–100 scale that blends NPS, CSAT, and CES depending on which metrics have responses in the period. See "Portfolio Health Score formula" below for the exact weighting.
• Total Responses. The number of responses received during the selected time period.
• Response Rate. Percentage of sent surveys that received a response. Public link submissions are excluded from the denominator.
• Account Risk Table. Accounts ranked by score, highlighting those trending downward.
• Recent Detractors. Recent low-score responses that may require follow-up.
• Top Themes. Common feedback topics extracted from open-ended responses.
• Movement Card. Shows score changes compared with the previous time period.

Portfolio Health Score formula

AwareCX normalizes NPS from its −100 to +100 range onto a 0–100 scale, then blends it with CSAT and CES percentages using one of five weightings depending on which metrics have data in the selected period:

• All three (NPS + CSAT + CES): 50% NPS, 30% CSAT, 20% CES.
• NPS + CSAT only: 60% NPS, 40% CSAT.
• NPS + CES only: 70% NPS, 30% CES.
• CSAT + CES only: 60% CSAT, 40% CES.
• Single metric: 100% weighting.

Health bands:

• 70 – 100: Good (emerald)
• 40 – 69: Fair (amber)
• 0 – 39: At Risk (red)

Analytics page

The Analytics page provides deeper insights.

Date range presets

• Last 7 days
• Last 30 days
• Last 90 days
• This quarter
• Year to date
• Custom range (with comparison to the previous equivalent period)

Trend charts

Track NPS, CSAT, and CES scores over time using daily, weekly, or monthly groupings.

Account rankings

Accounts ranked by score, along with response counts.

Detail table

Every individual response with full metadata. The table is sortable and searchable.

AI insights report

An AwareCX-generated AI summary of feedback data. Reports are cached for one hour per filter combination and can be regenerated on demand. The summary includes:

• Key themes
• Sentiment analysis
• Recommended actions

AI insights require at least five text responses in the selected window.

Print and export

Export the analytics view as a formatted report or print the AI insights summary.

Survey-level results

Each survey includes its own results page showing:

• Score distribution bar chart
• Score trend over time
• Response table with pagination
• AI-powered AwareCX Insights panel analyzing open-ended feedback
• Full XLSX export

Automation & Alerts

Alert rules

Alert rules are configured in Settings, then Alerts. Notifications can be triggered based on specific conditions:

• Detractor — NPS 0–6.
• Low CSAT — CSAT 1–2.
• Low CES — CES 1–3.
• All three — any of Detractor, Low CSAT, or Low CES.
• All responses — every new response (always delivered as a digest, never immediately).

Each rule has a delivery mode: immediate (sent as the event happens) or digest (batched on a schedule). Digest intervals include 6 hours, 12 hours, daily, weekly, and monthly. Alerts are delivered by email to one or more specified recipients.

Scheduled sends

Survey sends can be scheduled for future delivery. The system automatically processes scheduled sends at the configured time.

API-triggered surveys

Surveys can be triggered programmatically using the Ingest API. This allows surveys to be launched automatically from systems such as:

• CRM platforms
• Helpdesk software
• Internal applications

The API handles:

• Contact creation
• Account creation
• Cooldown checks
• Email delivery

For full implementation details, see the Integrations & Data Management guide.