Updates & Release Notes

ResolveCX (closed-loop detractor triage)

A new module for turning low-score responses into trackable tickets. Admins enable ResolveCX from Settings, then assign team members the agent role to give them access to the triage workspace.

• Auto-created tickets for detractor and low-CSAT responses.
• Status (Open, In Progress, Resolved, Dismissed) and priority filters.
• Internal notes and assignment to any agent or admin.
• Configurable visible custom fields per organization.

CES (Customer Effort Score) as a first-class scale

CES (1–7) joins NPS and CSAT as a supported survey scale. CES contributes to the Portfolio Health Score, appears in trend charts and exports, and can trigger Low CES alerts.

Outbound webhooks (event-driven integrations)

Push survey and ResolveCX events to external systems in real time. Configure endpoints in Settings → Webhooks.

• Events: response.received, response.detractor, response.promoter, ticket.created, ticket.assigned, ticket.note_added, ticket.reopened, ticket.resolved, plus test.ping.
• Each endpoint has a signing secret (shown once); payloads are HMAC-SHA256 signed in the X-AwareCX-Signature header.
• Per-endpoint custom-field filtering so each destination only receives the fields it needs.
• Failures increment a counter; endpoints are auto-disabled after 10 consecutive failures to protect downstream systems. No automatic retry today.
• Delivery log of the last 20 attempts per endpoint, plus a backfill action.

API field mappings

A new Settings panel lets admins map inbound API field names (e.g. company_PID) to standard or custom AwareCX fields. Mappings apply to all Ingest API calls for the organization.

Account tools: merge & find duplicates

• Find duplicates. Scans the account list for name collisions and surfaces groups for review.
• Merge accounts. Combine two or more accounts into a single record; all contacts, responses, recipients, and tickets are moved automatically.

Public survey link hardening

• Custom slugs at /s/{slug} with an enable/disable toggle.
• Per-IP rate limit of 5 submissions per 24 hours (IP addresses are SHA-256 hashed for privacy).
• Public submissions are excluded from response-rate denominators so anonymous traffic does not skew campaign metrics.

Email one-click unsubscribe (RFC 8058)

Every survey email now includes RFC 8058 List-Unsubscribe and List-Unsubscribe-Post headers, giving Gmail, Outlook, and Apple Mail a native one-click unsubscribe button alongside the in-footer link.

Assessment Engine add-on

The multi-question Assessment module is now available as a $79/month add-on for Growth plan customers, in addition to being bundled with Professional and Enterprise tiers.

Randomized drip delivery

Scheduled sends with a delivery window now jitter each recipient's send time within its slot, distributing load more evenly across the window instead of bursting at fixed minute marks.

SMS survey channel

Send NPS, CSAT, and CES surveys over SMS in addition to email. SMS surveys use a reply-based flow where the recipient texts back their score, with an optional follow-up link for additional feedback.

• Quiet hours enforced automatically: 8:00 AM – 8:00 PM in the recipient's local time zone.
• Phone numbers are normalized to E.164 format on import.
• Standard SMS opt-out keywords (STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT) are honored and persisted across sends.
• Every outbound message ends with "Reply STOP to opt out." Messages are capped at 306 characters total; long custom questions are truncated to fit.
• Available on Growth, Professional, and Enterprise plans.

Enhanced date range selections

Date filters across the dashboard, analytics, and survey results pages have been expanded for faster period-over-period analysis.

• New presets: Last 7 days, Last 30 days, Last 90 days, This quarter, Year to date.
• Custom range picker now supports comparison to the previous equivalent period.
• All filters use ISO 8601 UTC timestamps for consistent results across time zones.

AwareCX launched with the following core capabilities.

Surveys & assessments

• NPS (0–10) and CSAT (1–5) survey creation with customizable follow-up questions.
• Multi-question assessments with weighted scoring and section grouping.
• Email delivery with branded templates (SMS was added in the June 2026 release).
• Manually triggered reminder emails for non-respondents.
• Scheduled sends with future date and time selection.

Contacts & accounts

• CSV and XLSX import wizard with auto-mapped and custom fields.
• Account-level hierarchy for grouping contacts.
• 30-day cooldown suppression to prevent survey fatigue.
• External ID support for CRM synchronization.

Analytics & reporting

• Real-time dashboard with Portfolio Health Score, response volume, and movement tracking.
• Trend charts, account rankings, and detractor alerts.
• AI-generated executive summaries with sentiment themes and recommendations.
• XLSX and PDF export for offline reporting.

Integrations

• Ingest API for triggering surveys programmatically.
• Inbound delivery tracking for Delivered, Bounced, and Complained events.
• API key management with SHA-256 hashing and instant revocation.

Platform & security

• Row Level Security for full tenant data isolation.
• Role-based access control (Admin / Member; Agent role added with ResolveCX in June 2026).
• Single-use survey tokens to prevent response tampering.
• Configurable alerts with immediate or digest delivery.