How Do I Add and Manage Users in Mindful Feedback

Adding and Editing User Accounts

To add a new user, first, click Manage Users in the sidebar menu, then click Add User.

Provide user details in the required fields in the modal window that appears, then click Create New User.
To edit or delete an existing user, click the Edit user settings button (gear icon) in the row associated with the user.

Upload CSV User List

You can use the Upload CSV User List tab to add many users at once. Before creating a CSV file, you can download a sample file via the link in the Upload CSV User List tab to view the required formatting. The following screenshot shows an example of the sample CSV file:
Screen capture of sample CSV file

All required and optional columns are listed and defined in the user interface. The following table includes these definitions for convenience:

Column Title	Description
name	(Required) The name of the user
email	(Required) The email address of the user
phone	The phone number of the user, including country code (for example, +61404888777) User phone numbers must be unique for each user.
permissions	Specifies the permission level of the user Valid values: agent, supervisor, admin Default: agent
agent_id	The Agent ID Required if permissions are set to agent Must be unique (not shared with other users)
timezone	A valid time zone (you can download a list of valid time zones here) Default : the time zone of the user importing the CSV file
team	The name of an existing group or a group to be created
visible	Required if a value is provided in the team column TRUE: User is visible to others in the group FALSE: User is not visible to others in the group
visibility_level	Required if a value is provided in the team column Valid values: all, individual all: The user can see all visible users in the group individual: The user cannot see other users in the group
send_password_reset	Specifies whether a password reset email should be sent to the user when creating the account. When TRUE, the user will not be able to log in without a password reset but this can be performed manually and might not be required in some situations (for example, if the user will access Mindful Feedback only from within a third-party app with single sign-on capability, such as Genesys Cloud). Valid values: TRUE or FALSE Default: TRUE

Column Title

Description

name

(Required) The name of the user

email

(Required) The email address of the user

phone

The phone number of the user, including country code (for example, +61404888777)

User phone numbers must be unique for each user.

permissions

Specifies the permission level of the user
- Valid values: agent, supervisor, admin
- Default: agent

agent_id

The Agent ID

Required if permissions are set to agent
Must be unique (not shared with other users)

timezone

A valid time zone (you can download a list of valid time zones here)

Default : the time zone of the user importing the CSV file

team

The name of an existing group or a group to be created

visible

Required if a value is provided in the team column

TRUE: User is visible to others in the group
FALSE: User is not visible to others in the group

visibility_level

Required if a value is provided in the team column

Valid values: all, individual
- all: The user can see all visible users in the group
- individual: The user cannot see other users in the group

send_password_reset

Specifies whether a password reset email should be sent to the user when creating the account. When TRUE, the user will not be able to log in without a password reset but this can be performed manually and might not be required in some situations (for example, if the user will access Mindful Feedback only from within a third-party app with single sign-on capability, such as Genesys Cloud).

Valid values: TRUE or FALSE
Default: TRUE

CAUTION

This method of adding users is not easily reversible. We recommend checking your CSV file thoroughly before uploading.

Archiving Users and Automatic Flagging

If a user has not logged in or had any surveys associated with them for more than 90 days, the system will automatically display a red flag in that user's row on the Manage Users page. You can see an example of this in the screenshot at the beginning of this article.

To archive a user with or without a red flag, click the Archive button (box icon) in their row on the Manage Users page. When archived, users will not be displayed in the list on the User List or User Groups tabs, and they will not appear in Agent filter menus throughout the application.

NOTE

You can archive or delete users any time without losing survey data. However, we recommend not doing so if you expect future survey responses to be associated with a particular user.

NOTES FOR GENESYS CLOUD USERS

Archived users in Mindful Feedback help organize inactive accounts for easier management. The following notes are important to keep in mind if you are using a Genesys Cloud integration:

When a user is deleted from Genesys Cloud or their account is disabled, Mindful Feedback can mirror this action based on the synchronization settings. This is achieved by marking the user as "Archived."
Deleting a user is possible at any point. However, if synchronization is active and the user remains active in Genesys Cloud, they will be re-created during the next synchronization cycle.
Conversely, if a user is both inactive in Genesys Cloud and archived in Mindful Feedback, their deletion in Mindful Feedback will be permanent unless reactivated in Genesys Cloud. To efficiently handle this, Mindful Feedback allows you to filter users by "Archived" status, enabling bulk deletion of up to 100 users at once.
Removing users does not impact survey records; for example, even if a user with an "agent_id" of "alboyd" is deleted, the survey records will still retain this reference.

Adding Users

Adding and Editing User Accounts

Upload CSV User List

Archiving Users and Automatic Flagging

What's Next