Manage clients

Clients are the organisations or sites that receive your satisfaction surveys. Each one has a primary contact, who receives the survey email, and assigned members from your company, who are linked to its surveys. Clients are managed in Client survey › Clients.

Before you start

• Everyone with access to Client survey can browse the list and open a client.
• Adding, editing, importing, activating and deactivating clients needs the Scoped admin role or above. The Add new client and Edit client buttons are shown to everyone, but for other roles the change isn't saved ("An error occurred, please try again.").
• Sending a survey to clients needs the Manager creator role or above.

The Clients page

Go to Client survey › Clients. The list shows your active clients:

Use the search bar ("Search clients, sites, contacts...") and the filters Status, Category and Location. The ... menu at the top gives View inactive clients, Import clients CSV and Export clients CSV.

Each row has a ... menu:

• View detail: opens the client page.
• Export feedback (CSV): exports this client's surveys and answers.
• Edit client: opens the edit window.
• Mark as inactive / Mark as active.

Add a client

1. Click Add new client.
2. Under Client information:
   • Click Upload photo to add a logo or picture (optional).
   • Enter the Client name* and the Location*.
   • Pick a Category* (required), or type a new one and choose the "(new category)" entry to create it.
3. Under Primary contact, enter the contact's Full name, Email and optionally Phone. The survey email is sent to this address.
4. Under Assigned members ("Select members from your company and assign each one a role for this client."), use Select members* to add at least one person from your company, then give each of them a Role (pick one, or type a new one and choose the "(new role)" entry).
5. Click Add client. The message "New client created successfully." appears.

Edit a client

Click Edit client in the row menu or on the client page, change the fields and click Save changes. You can add or remove assigned members and change their roles. Surveys already sent keep the members they were sent with.

Import clients from Excel

1. In the ... menu, click Import clients CSV. The Import clients window opens.
2. Click Download template to get the Excel model, then fill in one row per client. Columns:
   • Name (required)
   • Location
   • Category (created if it doesn't exist; if you enter several separated by commas, only the first is used)
   • Contact Name (required)
   • Contact Email (required, must be a valid email, and unique in the file)
   • Member 1 Email, Member 1 Role, Member 2 Email, Member 2 Role... (as many pairs as you need). The email must belong to an OpenAleph user of your company, and a role is required when an email is filled in.
   • Status
3. Drag the file into the window or click Upload a file. Only the .xlsx format is accepted.
4. A summary shows how many clients were Created, Updated and Skipped, with Errors (rows skipped, for example a missing required field) and Warnings (for example a member email not found), each with its line number.

A client whose Contact Email already exists is updated instead of duplicated.

Deactivate and reactivate a client

• Click Mark as inactive in the row menu or on the client page. The client disappears from the main list and can no longer receive bulk surveys. Past surveys and answers are kept.
• To reactivate it, open View inactive clients (from the Clients or Dashboard ... menu) and click the Mark as active icon.

The client page

Click a client to open its page (Back to clients returns to the list). It shows:

• The client's name, category, location and status tag, with Edit client, Send new survey and a menu to mark it inactive or active.
• On the left, the surveys sent to this client, most recent first, each with its date, status (Sent or Answered), overall rating and members. Click one to see the answers. If none were sent yet: "Send the first survey to this client to get started."
• On the right, the client details (Member since, Category, Location), the Contact (Name, Email, Phone) and the Assigned members with their roles.

Export clients

Click Export clients CSV in the ... menu. The file is generated in the background and downloads automatically after a few seconds.

Common questions

I can't add a client.

The Add new client button is visible to everyone, but only scoped admins, admins and super admins can save a client. Ask one of them.

A client page says No surveys yet, but surveys were sent.

Unless you're a scoped admin or admin, you only see the surveys you were included in as a member.

An imported member was skipped.

Their email doesn't match any OpenAleph user of your company, or no role was filled in next to it. Check the Warnings list, fix the file and import it again: existing clients are updated, not duplicated.

Can I delete a client?

Use Mark as inactive: the client leaves the list but its history is kept.

The survey went to the wrong person.

The survey email always goes to the client's primary contact Email. Edit the client to fix it, then send a new survey.