Product Documentation

Detailed documentation for every major feature in AwareCX, from managing contacts to analyzing survey results.

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. This is 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 their 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 allow you to 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 score

• Response breakdown (Promoters, Passives, Detractors)

• Contact count

• Full response history table

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 (0–10 scale)

   • CSAT (1–5 scale)

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

Survey Settings

Survey Type: NPS or CSAT.

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- suppressed contacts are visible for review. Silent- suppressed contacts are hidden.

Question Text: The question shown to recipients.

Thank-You Message: The message displayed after a recipient submits their response.

Follow-Up Questions: Add open-ended or multiple-choice questions shown after the score submission.

Public Link: Enable a shareable survey URL that allows anyone to respond without receiving an email. Useful for websites or QR codes.

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 New 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. Review the recipient preview.

8. 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: 30 days.”

Suppression reasons are visible in the send detail view.

Test Emails

Before sending to your full list, use Send Test Email.

This allows you to preview exactly what recipients will see. Test emails are delivered only to your email address.

Reminders

If reminders are enabled, AwareCX automatically sends follow-up emails to recipients who have not responded after a defined number of days.

Response Management

Viewing Responses

Survey responses can be accessed from several locations.

Survey Results Page
Displays all responses for a specific survey with score distribution charts, trend lines, and AI insights.

Send Results Page
Shows responses from a specific send batch.

Contact Detail Page
Displays the complete survey history for an individual contact.

Account Detail Page
Shows aggregated scores across all contacts within an account.

Response Data Includes

• Score (NPS 0–10 or CSAT 1–5)

• Open-ended feedback text

• Follow-up question responses

• Response date and time

• Contact name, email, and account

• Sentiment badge

  • NPS: Promoter / Passive / Detractor

  • CSAT: Satisfied / Neutral / Dissatisfied

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 format for offline analysis.

The export file includes:

• All response fields

• Scores

• Contact details

• Feedback text

Use the Export button on the results page.

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:

Health Score
A composite metric combining:

• NPS (60 percent weight, normalized)

• CSAT (40 percent weight)

If only one metric has data, that score is used alone.

Total Responses
The number of responses received during the selected time period.

Response Rate
Percentage of sent surveys that received a response.

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.

Analytics Page

The Analytics page provides deeper insights.

Features include:

Date Range Presets

• 30 days

• 90 days

• 6 months

• 12 months

Trend Charts

Track NPS and CSAT 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 AI-generated summary of feedback data, including:

• Key themes

• Sentiment analysis

• Recommended actions

The report can be regenerated on demand.

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 → Alerts.

Notifications can be triggered based on specific conditions.

Examples include:

Detractor Alerts
Receive an immediate notification when a low-score response is submitted.

Digest Alerts
Receive a periodic summary of new responses.

Alerts are delivered by email to 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, refer to the Integrations & Data Management documentation.