Email/password registration with email verification
Login with 'Remember me' support
Password reset self-service
Two-factor authentication (TOTP via authenticator app)
2FA backup codes generation and download
Active session management (device, browser, IP, last active time)
Revoke individual or all sessions
Password history enforcement (prevent reuse)
Personal API key management for external integrations (create, name, set expiry, revoke)

6 features

Single Sign-On & Provisioning

Seamlessly connect with your identity provider. OIDC, SAML, SCIM — all supported.

Organization-level OIDC SSO provider configuration
Organization-level SAML SSO provider configuration
Domain verification for automatic SSO enforcement
SCIM provisioning (automated user sync from Okta, Azure AD, etc.)
Automatic user de-provisioning via SCIM
Login with Google / Microsoft account

SSO configuration

9 features

Organization & Team Management

Multi-tenant architecture with full role-based access control, teams, and invitations.

Multi-tenant architecture with organization switcher
Organization name, slug, and logo management
Role-based access control: Owner, Admin, Member
Email-based member invitations with expiry
Accept/decline invitations via link
Revoke pending invitations
Create and manage teams within an organization
Add/remove members from teams
Team-based project grouping and access control

Member management

9 features

Project & Folder Organization

Nested folders, drag-and-drop, tags, programs, templates, and a full recycle bin.

Nested folder hierarchy for surveys and dashboards
Rename, move, and delete folders
Color-coded tags with tag-based filtering
Programs — group related surveys/projects together
Trash / recycle bin with restore and permanent delete
Soft delete for surveys and dashboards with recovery
Sample project templates by category
Transfer ownership of surveys or dashboards
Bulk operations: add tag, move to folder, delete

32 features

Survey Builder

20 question types, advanced logic, scoring, quotas, translations, and complete version control.

20 question types: Multiple Choice, Text Entry, Matrix, Slider, Rank Order, Constant Sum, Form Field, Calendar, NPS, Descriptive, File Upload, Video Response, CAPTCHA, Timing, Meta Info, Signature, Heat Map, Graphic Slider, Drill Down, Highlight Text
Rich text question editor (bold, italic, lists, links, images, video)
Required/optional toggle, question shortcodes
Randomize choice order, choice limits (min/max)
'Other' options for MCQ question with text input
Force response validation with custom messages
AI follow-up suggestions on open-text questions in realtime to nudge richer responses
Piped text in questions (survey fields, embedded data, scoring, metadata, loop variables)
Carry Forward — dynamically pipe choices from a prior question
Reference impact check before deletion
Add, remove, and reorder question blocks
Block-level naming and block randomization
Loop & Merge — repeat blocks for lists (question-based or predefined)
Display Logic — conditional show/hide per question
Skip Logic — skip to question or end of survey
9 Survey Flow element types: Show Block, Branch, Randomizer, End of Survey, Authenticator, Web Service, Table of Contents, Reference Survey, Embedded Data
Organization-level and survey-level embedded data
Multiple scoring categories with weighted point values
Quotas with cross-logic conditions
Multi-lingual with inline editor and AI assisted translation
Pre-built themes and custom per-survey theming (colors, fonts, logo, CSS)
Open/close dates, response limits
Save-and-continue survey later
Invitation-only mode
Full version history with restore and optimistic locking
Survey collaboration with viewer/editor roles
Expert Review — automated quality check (errors, warnings, suggestions)
Export/import survey definition as JSON
Preview with desktop, tablet, and mobile device views
Local-first survey design — instant edits for smooth experience
Recently used questions — quick-add from your recent question library
Print survey to paper or export as PDF

Question builder

11 features

Response Data & Quality

View, filter, search, edit, and export responses. Automated quality detection built in.

Tabular response viewer with filter by status, date range, and full-text search
Field-token search (e.g., Q1:'Option A')
Show/hide test responses toggle
Click-through to associated respondent-contact record
Automated quality check: speeders and straight-liners
Quality flag filter with one-click bulk delete of flagged responses
Export to CSV and Excel with configurable options
Import responses from CSV with column mapping wizard
Auto-generate synthetic test responses for QA
Generate retake links for respondents to amend answers
Option to amend answers by admin

8 features

Conjoint & MaxDiff Analysis

Advanced research methodologies built into the platform. No third-party tools needed.

Conjoint studies with up to 7 attributes and 2-7 levels each
Configurable profiles per task (2-5) and tasks per respondent (5-20)
'None of these' option for conjoint tasks
Prohibited pairs to prevent incompatible attribute combos
Auto-generated choice tasks
Part-worth utilities and relative importance charts
MaxDiff (Best-Worst Scaling) with configurable items per task
Average utility scores and preference share results

Conjoint analysis

15 features

Survey Taking (Respondent-Facing)

Anonymous links, personal links, SSO authentication, QR codes, and fraud prevention.

Anonymous link survey taking with custom embedded data via URL
Assisted filling mode for agents to complete surveys on behalf of respondents (eg: help elderly customers)
Offline mode for field surveys without connectivity - Take surveys offline without internet, auto-sync when connected and/or export as CSV
Survey link QR code generation
Custom vanity URL slugs (e.g., /a/my-brand-survey)
Personal link survey taking with pre-filled/embedded info
Configurable personal link expiry (1-90 days)
Per anonymous link response cap and per-link expiry date
Enter long answers using voice typing
One response per personal link enforcement
Survey SSO (OIDC and SAML respondent authentication)
Password gate, duplicate submission prevention
Kiosk mode for survey on public devices with auto-reset and idle detection
Referrer URL enforcement and bot detection
One-click unsubscribe / opt-out link

20 features

Distribution Center

Multi-channel distribution with email, SMS, WhatsApp, push. A/B testing, cascading delivery, and full analytics.

Channels: Email, SMS, WhatsApp, Mobile Push, Anonymous Link, Personal Link, Social Media
Single channel, simultaneous, and cascading delivery modes
6-step distribution wizard with recipient preview
Pre-fill answers for recipients
Send immediately or schedule for later
Pause, resume, stop, retry distributions
Automated follow-ups by recipient status (e.g., not opened after 3 days)
Follow-up channel can differ from original (email → SMS)
A/B testing with multiple variants and statistical winner determination
Bulk-generate personal links with CSV download
Rich-text email templates with variable substitution
Templates with versioning and preview
Contact frequency rules per channel
Send window & rate limiting with timezone support
Provider failover with auto-disable on failure threshold
Open/click tracking and unsubscribe handling
Full distribution analytics: delivery rate, open rate, click rate, per-distribution timeline
Distribution comparison (side-by-side analytics)
Provider reliability analytics and contact engagement profiles
Embed survey in existing website via very small JavaScript snippet

Distribution list

15 features

Contact Directory

Full contact management with mailing lists, segments, samples, journeys, and duplicate detection.

Create, update, delete contacts with full field set
Custom embedded data (key-value pairs) per contact
Opt-out status tracking and touchpoint history
Full response and communication history per contact
Contact engagement analytics
CSV bulk import and export
Duplicate detection and contact merging
Bulk add to mailing list and bulk delete
Custom external identifier labels (e.g., 'Hospital ID')
PII field configuration for RBAC and GDPR
Named mailing lists with segment-based dynamic membership
Targeted samples (subsets of a mailing list)
Dynamic contact segments using filter expressions
Segment size preview
Multi-touchpoint customer journeys linked to dashboards

18 features

Dashboard Builder

Multi-page dashboards with 7 widget types, custom SQL, cross-filtering, and row-level security.

Create dashboards with draft, published, archived status
Multi-page dashboards with tabbed navigation
Per-page 12-column responsive grid layout
Unlimited chart types and styling: Number, Simple Table, Pivot Table, Rich Text, Image, Map, Heatmap, Bar, Column, Line, Area, Pie, Donut, Scatter, Bubble, Radar, Funnel, Gauge, Waterfall, Treemap, Sankey, Word Cloud, Box Plot, Histogram
Link survey data, ticket data, contacts, and external CSV as data sources
Define dashboard fields from survey questions and embedded data
Dashboard metrics: average, sum, count, NPS, and more
Dashboard-level, page-level, and widget cross-filters
Filter types: categorical, date range, numeric range, text search
Saved filter presets for quick reuse
Benchmarks and rolling calculations
Configurable auto-refresh interval
Custom SQL queries with visual query builder
Public share link and member-specific sharing
Row-level data restrictions per viewer
Fullscreen presentation mode
Export chart to image
Pre-built dashboard templates (eg: NPS, CSAT, Employee Engagement)

Dashboard editor

12 features

AI Agent

Get stuff done instead of just chat. Context-aware AI on every page. Suggests questions, explains metrics, analyzes data, assists translations.

Available on every major page (build, flow, dashboard, translations, tickets, huddle, knowledge etc.)
Four panel modes: compact popup, floating overlay, sidebar, full screen
Hidden but always availabe with keyboard shortcut toggle (Ctrl+J / Cmd+J)
Context-aware: understands current page and available data
Build and update surveys with question & logic flow in natural language
Creates Dashboard widget layouts and explains metrics
For tickets, find related tickets, find known workarounds, search knowledge base, draft reply. Works along agent proatively.
For huddle, pair in root cause analysis
Ad-hoc data analysis in natural language (eg: Compare NPS of north and south region for last 3 months where customers are of VIP category
Voice input with microphone selector
Per user and whole org level cost control & chat history audit
View AI usage per user and grant them more usage quota if needed

AI chat

7 features

Channel Providers

Pre-built integrations across email, SMS, WhatsApp, and push with cascading failover.

5 Email providers: SendGrid, Amazon SES, Mailgun, Postmark, Generic SMTP
5 SMS providers: Twilio, Karix, MessageBird, Vonage, Plivo
3 WhatsApp providers: Twilio WhatsApp, Meta Cloud API, Gupshup
3 Push providers: Firebase Cloud Messaging, OneSignal, Pusher
Encrypted credential storage and connection testing
Multiple providers per channel with cascading fallback
Credit balance tracking

4 features

Notifications

Stay on top of what matters with a dedicated notification center — never miss a survey response, team update, or important deadline.

Dedicated notification center to review all activity at a glance
Filter by survey responses, team collaboration, workflow alerts, and system updates
Instantly spot unread items with visual badges and quick mark-as-read actions
Choose how you're notified — email, in-app, both, or mute — for each type of alert

Notification center

2 features

User Settings & Preferences

Profile, security, timezone, language, API keys, and usage tracking all in one place.

Update display name and profile picture
Timezone, UI language, theme, and date/time format preferences

Preferences

6 features

Platform UX

Dark mode, help center, status page, keyboard shortcuts — polished to the last pixel.

Designed so every user can accomplish tasks independently, without support hand-holding
Three-way theme toggle: Light / Dark / System
Product documentation & search
Public status page with real-time service health
All UI screens built to open well on phone, tablet and desktop
Built with web accessibility best practices for screen readers and keyboard navigation

4 features

Billing & Subscription

Plan comparison, usage tracking, SMS credits, and enforcement

Subscription plan comparison with products and pricing
Usage tracking: responses, distributions, contacts, platform users
SMS credit balance tracking per organization
Plan enforcement based on usage

5 features

Platform Administration

Superadmin panel for user management, banning, and platform-wide statistics dashboards.

List all users across all organizations with filtering
Create users manually, set roles (user/admin/superadmin)
Ban/unban and delete users
Platform statistics: total users, active users, organizations, surveys, responses
User growth and organization growth charts

8 features

Ticket Management

Full-lifecycle ticket management with custom workflows, smart routing, and complete audit trails.

Create, assign, escalate, resolve tickets with a full audit trail of every change
Define your own ticket statuses and allowed transitions to match your workflow
Link related tickets as parent-child, blockers, or duplicates to track dependencies
Merge duplicate tickets or split complex ones without losing history or SLA tracking
Act on hundreds of tickets at once — bulk assign, change status, or escalate priority
Save filtered views for yourself or share with your team for quick access
Add custom fields (dropdowns, dates, checkboxes, rich text) to capture data your team needs
Automatically create tickets from inbound emails

Ticket queue

8 features

Agent & Team Routing

Smart assignment based on skills, capacity, and availability. Fair distribution, no overloading.

Track agent skills, capacity, and availability to route tickets to the right person
Organize agents into departments with their own routing rules and SLA defaults
Let agents pick from a shared queue with fair distribution — no one gets overloaded
See who's available, busy, or offline in real time
Hand off tickets between agents with tracked reasons (escalation, expertise, capacity)
Communicate with requesters and internally on the same ticket thread
@mention teammates to pull them into a conversation
Watch tickets and choose how you're notified — email, in-app, or Slack

5 features

SLA Management

Response and resolution deadlines that respect your business hours, with warnings before breach.

Set response and resolution deadlines based on priority, severity, category, or source
Pause SLA timers when waiting on the customer
Get warned before a breach happens, not after
Auto-close stale tickets after a configurable inactivity period
Define business hours and holidays so SLA deadlines respect your actual working schedule

SLA policies

6 features

Ticket Escalation & Automation

Rule-based automation with chained escalations. Enforce process without manual overhead.

Auto-assign, re-route, notify, or escalate tickets based on rules you define
Chain escalation steps with time delays — if no response in 30 min, escalate to manager
Enforce required fields based on severity so critical incidents always have complete data
One-click canned responses with auto-filled customer and ticket details
Macros that set status, priority, tags, and assignment in a single action
Share response templates across your org, department, or team

Workflow automation

5 features

Huddle / War Room

Spin up a war room for major incidents. Assign roles, track decisions, publish status updates.

Spin up a war room for major incidents with assigned roles — moderator, scribe, responder
Track decisions, action items, and status updates in one place
Auto-create a huddle when a P2 incident hits or an SLA is about to breach
Publish status updates to Slack, email, or your status page simultaneously
Connect to Zoom, Teams, Slack, or Google Meet for the live call

Huddle war room

3 features

Root Cause Analysis (RCA)

Four investigation techniques with AI assistance. Stop guessing, start knowing.

Investigate with Five Whys, Fishbone diagrams, Fault Tree Analysis, or Timeline Analysis
AI suggests similar past problems and bootstraps your analysis
Track cause confidence, evidence, and remediation for each finding

3 features

Problem Management

Link multiple incidents to a single root cause. Diagnose once, fix everywhere.

Link multiple incidents to a single underlying problem
Track problem lifecycle from diagnosis through fix and monitoring to closure
Connect RCA findings directly to the problem record

Problem list

7 features

Change Management

Normal, standard, and emergency change workflows with risk assessment, CAB review, and blackout windows.

Route normal changes through assessment, authorization, and CAB review
Fast-track standard (pre-approved) and emergency changes with appropriate oversight
Assess risk with configurable questionnaires and multi-step approval workflows
Schedule CAB meetings, assign agenda items, and record decisions
Block changes during maintenance windows or freeze periods
Track implementation results and document rollback procedures
Visual change calendar to spot scheduling conflicts

Change requests

3 features

Release Management

Plan releases with phases, quality gates, and per-environment deployment tracking.

Plan releases with phases, quality gates, and per-environment deployment tracking
Enforce gates before promotion — test coverage, performance thresholds, security scans
Track deployment status across environments (staging, production, etc.)

Release list

3 features

Post-Incident Review (PIR)

Structured post-mortems that turn incidents into lasting improvements.

Run structured post-mortems with assigned reviewers and tracked action items
Auto-generate a PIR after a huddle completes
Promote findings into improvement initiatives so they don't get forgotten

6 features

Knowledge Base (KEDB)

AI-powered knowledge base with semantic search, deflection tracking, and stale content detection.

Write and version articles with draft, published, archived, and stale lifecycle
Control visibility — internal only, external, or customer portal
AI suggests relevant articles when agents view a ticket
Semantic search finds articles even when wording doesn't match exactly
Track which articles are actually deflecting tickets and which need improvement
Readers vote on helpfulness so you know what to invest in

Article list

4 features

CSAT & Closed-Loop Feedback

Measure satisfaction at resolution, trend by agent, and feed low scores into improvements.

Collect satisfaction ratings when tickets are resolved
Auto-send resolution surveys after ticket close
See per-agent CSAT trends over time
Detect low-satisfaction patterns and feed them into improvement initiatives

4 features

SLOs & Service Health

Define objectives for availability, latency, and more. See a composite health score across all dimensions.

Define SLOs for availability, latency, error rate, throughput, or custom metrics
Track error budget burn rate and get alerted before you run out
See a composite health score (0-100) combining incident performance, CSAT, SLA compliance, change success, and knowledge effectiveness
Customize scoring weights to reflect what matters most to your organization

Service health dashboard

3 features

XLA (Experience Level Agreements)

Measure what users actually experience, not just whether SLAs were technically met.

Measure what your users actually experience, not just whether SLAs were technically met
Detect "watermelon" metrics — green on SLA, red on experience
Set experience score and CSAT targets and track progress by team or service

3 features

Maturity Assessment

Score your operations across 6 dimensions. Know exactly where you stand and what to improve next.

Score your organization across 6 dimensions: problem management, RCA, PIR, change management, knowledge, and continuous improvement
See where you land on a 5-tier model from Reactive to Preventative
Get specific recommendations for what to improve next

3 features

Improvement Initiatives

Track improvements from proposal through measurement to completion using PDCA.

Track improvements from proposal through measurement to completion (PDCA cycle)
Link initiatives to KPI targets with baseline and goal values
Promote directly from PIR findings or problem records

Improvements list

3 features

Recognition

Automatically surface achievements based on outcomes — not ticket volume.

Recognize high-impact KB articles, fast postmortems, and initiatives that hit KPI targets
Surface RCA that prevented incident recurrence
Celebrate cross-team knowledge shares

3 features

Anomaly Detection

Automatically detect volume spikes, resolution slowdowns, and SLA trends before they become crises.

Automatically detect volume spikes, resolution time increases, escalation surges, and SLA breach trends
Get notified when something is off before it becomes a crisis
Capacity prediction warns you when you're trending toward overload

2 features

Cross-Team Learning

AI-powered similarity search to find how other teams solved similar problems.

Find how other teams resolved similar issues using AI-powered similarity search
Compare department benchmarks and share RCA patterns across teams

3 features

Live Operations Board

Real-time NOC-style view of escalations, incidents, agent availability, and SLA breaches.

Real-time view of incoming escalations, active incidents, agent availability, and SLA breaches
Auto-refreshes every 30 seconds — put it on a wall monitor
Filter by department, go fullscreen for NOC-style display

2 features

Scheduled Reports

Auto-email performance, SLA, and escalation reports on a daily, weekly, or monthly cadence.

Auto-email escalation summaries, resolution performance, SLA compliance, or agent performance reports
Choose daily, weekly, or monthly delivery to any recipient list

5 features

Business Impact Analysis

Turn experience data into dollar-denominated impact metrics. Model scenarios with what-if analysis.

Dollar-denominated KPI cards for operational savings, AI ROI, KB deflection, and retention risk
90-day savings trend chart broken down by KB deflection, AI automation, and resolution efficiency
Category breakdown with configurable cost assumptions
What-If scenario planner to model NPS, MTTR, and KB deflection improvements
Projected annual impact calculation across retention, efficiency, and deflection savings

Impact analysis dashboard

5 features

Integrations & APIs

Full typed REST/oRPC API, webhooks, import/export, PDF reports, and social sharing.

Full typed REST/oRPC API covering all features
Push ticket events to external systems in real time — create, update, resolve, escalate, SLA breach, huddle events
Delivery logs with retry, manual re-send, and test endpoints
PDF report generation
External web service calls mid-survey

API & webhooks

8 features

Infrastructure

Ready for deployment anywhere

Full server-side rendering (SSR) support — less loading spinners, fast page loads
Fine-grained role-based access control on every resource
Encryption at rest for provider PII data, API keys
On-premise & Private cloud ready
Built to leverage vertical horizontal server scalling, optimal resource utilization and cloud infrastructure billing
OLTP and OLAP databases for high-performance analytics
Generous API rate limiting per user/org/ai-agent maintaining platform's quality of service
Faster and cheaper new feature requests & customizations - Modern technology stack. Optimized so well that whole app runs and compiles well on a 10 year old windows laptop too. Tooling already in place to enable engineering+product teams release new features at crazy speed.

Cloud / On-Prem

SSR + Horizontal Scale

OLTP + OLAP

RBAC on Every Resource

Encryption at Rest

Deploy Anywhere

300+ features and counting

Convinced yet?

Start using the world's most comprehensive experience management platform today. No credit card required.

Every feature you need. Nothing left out.

Authentication & Account Security

Single Sign-On & Provisioning

Organization & Team Management

Project & Folder Organization

Survey Builder

Response Data & Quality

Conjoint & MaxDiff Analysis

Survey Taking (Respondent-Facing)

Distribution Center

Contact Directory

Dashboard Builder

AI Agent

Channel Providers

Notifications

User Settings & Preferences

Platform UX

GDPR & Data Privacy

Billing & Subscription

Platform Administration

Ticket Management

Agent & Team Routing

SLA Management

Ticket Escalation & Automation

Huddle / War Room

Root Cause Analysis (RCA)

Problem Management

Change Management

Release Management

Post-Incident Review (PIR)

Knowledge Base (KEDB)

CSAT & Closed-Loop Feedback

SLOs & Service Health

XLA (Experience Level Agreements)

Maturity Assessment

Improvement Initiatives

Recognition

Anomaly Detection

Cross-Team Learning

Live Operations Board

Scheduled Reports

Business Impact Analysis

Integrations & APIs

Infrastructure

Convinced yet?

Every feature you need.
Nothing left out.