User management

Migrated clients

For clients that have been migrated, your users, including their roles and hierarchy assignments have been 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 your account Owners in the new Listen360 app are not correct, please reach out to support to resolve.

User roles

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

• Owner: Account owners have control over the billing aspects of the accounts, as well as all admin capabilities like adding customers and additional users. You can have multiple owners, but it is recommended to only assign this role to users who should have billing access.
• Admin: Admin access can be granted to as many users as you’d like. Admin users have identical account capabilities as the Owners (customer management, user management, survey modification, app configuration) except they cannot update/modify billing.
• Normal: Normal users can view and edit reports, and they can use all customer follow-up actions like Replies, Notes and Resurveying.
• Read-Only: Like Normal users, but they cannot interact with the customer.
• Read-Restricted: This user can only view reports that have been assigned to them. They cannot access any other information in the application.

• Placeholder: Placeholder users are people tagged on customers or projects you’ve surveyed (think: technician, sales person, 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 2 ways:

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

Manually adding users

1. Log in to the highest level of the hierarchy the user should have access to. If the user should have access to all levels, log into the root, or top level of the hierarchy. For users that should only see specific reporting dashboards, you will need to repeat this process for every dashboard they'll need access to. 
2. Navigate to Account > Team > New team member
3. Enter user information, then click Add user and send invite
   1. 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
   1. The user will have access to manage their subscriptions after they log in

Importing users

1. Log in to the root or 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
   1. Columns:
      1. Company: Defines where the user will have access. Required.
         1. Supports the following values (use a value that is unique):
            1. External name
            2. Internal name
            3. Reference (custom company ID)
            4. Listen360 ID
      2. First name: Users first name. Required.
      3. Last name: Users last name. Required.
      4. Email: Users email. This is the address log in, reporting, and forgot password emails will go to. Required.
      5. Phone: Users phone number. Optional.
      6. Type: This is the users role. Case sensitive. Required
         1. Owner
         2. Admin
         3. Normal
         4. read (Read-Only role)
         5. Read-restricted
      7. 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
   1. Send invites (yes/no)
      1. You can manually send individual user invites after import
   2. Subscribe to default reports (yes no)
      1. Learn more about reporting here
7. Complete import

Viewing users

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

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

To view if a user has access for a specific reporting dashboard, division or location you will need to log in to that level of the hierarchy then go to Account > Team.

While viewing a user you can:

• See their role
• See last log in
• 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 sales person, personal trainer, etc.) with their customer data are able to take advantage of our new Team Member feature.

By default these team members will be added to the systems in 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 members of your team 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, and 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’re able to establish accountability with your team and show that every interaction with a customer counts. To begin adding users to access 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 users 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!

Reach out to Support or Customer Success to learn more!