User Management

Migrated Clients

During the migration, your users, including their roles and hierarchy assignments, were set up and configured in the new application.

The role mapping has been updated:

*Not all clients have a defined billing contact. If you have migrated and believe that the account Owners in the new Listen360 app are incorrect, please reach out to Listen360 Support.

User Roles

There are currently six user roles available, allowing you to classify your team members in our system and determine what aspects of your account they can access.

• Owner: Admin permissions +
  • Billing ownership
• Admin: Normal permissions +
  • Edit Profile pages
  • Manage roles & attributes
  • Customize feedback survey templates
  • Customize AI Assist
  • Manage defaults for reporting and vocabulary
  • User management
  • Un-resolve at-risk surveys
• Normal: Read-only permissions +
  • Reply to customer feedback
  • Resurvey customers
  • Resolve at-risk surveys
• Read-Only
  • View feedback responses
  • Leave internal notes on feedback responses
  • View feedback analytics
  • View customer history
  • View users
  • Create custom reports
  • Access all levels of the hierarchy with which they have access
• Read-Restricted: This user can only view reports assigned to them. They cannot access any other information in the application.

• Placeholder: Placeholder users are people tagged in customers or projects you’ve surveyed (think: technician, salesperson, personal trainer, etc., from the legacy app.), but are not actual users in the system and have no access to the Listen360 application. They can be converted to a user by adding an email address and sending an invite. This is a great way to give your service providers direct access to their feedback.

   

Adding users

Users can be added in two ways:

1. Manually from the level of the hierarchy at which the user should have access
2. File upload

Manually adding users

1. Log in to the highest level of the hierarchy that the user should have access to. If the user should have access to all levels, log in to the root/top level of the hierarchy. For users who should only see specific reporting dashboards, you will need to repeat this process for every dashboard they need access to. 
2. Navigate to Account > Team > New team member
3. Enter user information, then click Add user and send invite. The user will receive an email inviting them to join the application.
4. Optional: After the user is added, you can subscribe them to standard and custom reports. The user can manage their subscriptions after they log in.

Importing users

1. Log in to the root/highest level of the hierarchy
2. Navigate to Account > Team
3. In the top right corner, click the 3 dots to open the Team menu, then click Import users
4. If needed, download the template
   • Columns:
     • Company: Defines where the user will have access. Required.
       • Supports the following values (use a unique value):
         • External name
         • Internal name
         • Reference (custom company ID)
         • Listen360 ID
     • First name: User's first name. Required.
     • Last name: User's last name. Required.
     • Email: User's email. This is the address that login, reporting, and forgot password emails will go to. Required.
     • Phone: User's phone number. Optional.
     • Type: The user's role. Case sensitive. Required
       • Owner
       • Admin
       • Normal
       • read (Read-Only role)
       • Read-restricted
     • Aliases: If you needed to merge multiple users, use this field. Not required.
5. After the template is populated, import the file. You will be given a preview of the file. Ensure the template headers match your file headers.
6. Next, you will be prompted to:
   • Send invites (yes/no)
     • You can manually send individual user invites after import
   • Subscribe to default reports (yes/no)
     • Learn more about reporting here
7. Complete import

Viewing users

Users can be viewed from within the hierarchy level to which they are assigned. 

All users assigned to the root or top level will be shown in Account > Team at the top level.

To determine whether a user has access to a specific reporting dashboard, division, or location, log in to that level of the hierarchy, then go to Account > Team.

While viewing a user, you can:

• See their role
• See last login
• See which reports they are subscribed to
• Resend invites
• Remove user access
• Update user information

Adding team members

Clients whose integration with Listen360 includes passing a technician (or salesperson, personal trainer, etc.) with their customer data can take advantage of our new Team Member feature.

By default, these team members will be added to the systems with a placeholder user role, but are not actual users in the system and have no access to the Listen360 application. They can be converted to a user by adding an email address and sending an invite.

Granting team members access to your Listen360 account is a great way to encourage engagement with your surveying program. You must have Owner or Admin access to add new team members. By default, each team member you add will automatically receive all completed survey responses for their customers via email. 

With each member of your team receiving customer feedback, you can establish accountability and show that every interaction with a customer counts. To begin adding users to your Listen360 account, navigate to the Team section of your account by going to the Account section on your left-hand menu of the dashboard. 

To convert a team member to a user

1. Navigate to Account > Team
2. Find and open the user's profile (they should have a role of Placeholder)
3. Add their email address
4. Configure their role (Read-only or Read-restricted recommended)
5. Send them their invite!

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.