User roles determine the actions a team member can perform in Listen360. Assigning the correct role ensures users have the access they need without exposing administrative controls.

User Role Types

Listen360 provides several user roles that control system access.

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
• Mark at-risk surveys as unresolved
• Pause surveying for contacts

Normal

Read-Only permissions +

• Reply to customer feedback
• Resurvey customers
• Resolve at-risk surveys
• Cannot
  • Add/edit users
  • Create/edit contacts

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 to 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.

Migrated Accounts

If you migrated from the classic Listen360 application, your users, including their roles and hierarchy assignments, were set up and configured in the new application.

Role mapping:

*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.

Permissions and the Account Hierarchy

Listen360 accounts often contain multiple locations organized in a hierarchy.

When a user is added at a parent level of the hierarchy:

• The user gains access to that account and
• All child locations beneath it

This structure simplifies administration and avoids the need to add users to each location individually.

Choosing the Right Role

When assigning roles, consider each user's responsibilities.

Use Admin for users who configure surveys or manage the platform. Use Standard User for staff who review feedback and respond to customer issues. Use Read-Only for users who only need visibility into reporting.

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