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Qualtrics XM App

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About the Qualtrics XM App

Qtip: The Qualtrics XM App is included with CX licenses. It is also available in some EX licenses. Talk to your Account Executive to see if you are eligible.

The Qualtrics XM App lets you and your colleagues view your dashboards on the go. With this app, you can view widgets, filter pages, switch between dashboards, and even check out your dashboard’s text analysis!

This app is available for both CX and EX dashboards.

Qtip: The Qualtrics XM App is for viewing dashboards, not editing them. To customize your dashboards, please log onto the Qualtrics site.
Qtip: The Qualtrics XM App is not the same as the offline app or the Follow Up App.
Qtip: For gov1 users, the Qualtrics XM App currently only supports dashboarding, ticketing, and response-viewing functionality. Notifications are not yet available to gov1 users.

Downloading the App

The minimum operating system requirements for the Qualtrics XM App are iOS 9.0+ or Android 5.0+. Any devices that run on these or later systems will be compatible with the app.

Downloading the App

You can find the app in the Android or Apple store. In the example steps below, we are downloading the app in the Apple store. However, the workflow for Android is extremely similar.

Qtip: Here is a link to the XM Mobile App in the Apple Store, and here is a link to it in Google Play.
  1. Using your smartphone, open either the Apple (iPhone) or Android app store.
  2. Search the app store for Qualtrics XM.
    searching for the app in the app store
  3. Once you’ve found the Qualtrics XM App, click Get on Apple or Install on Android to download the app for free.
Qtip: The Qualtrics XM App only works in its native app format, and is not compatible with any desktop browsers.

Logging into the App

Qtip: If the app won’t let you log in, even after opening and closing or updating the app, you might not have permission to use it. Talk to your Brand Administrator to find out if your organization has permission to use the Qualtrics XM App. (Note: This is different from the Offline App.)

The XM app offers a few quick and easy login options.

Standard Login

Upon opening the app, tap Username / Password to enter your normal Qualtrics username / password to log in.

the username / password button on the login screen

SSO Login

If your organization uses SSO to log on (e.g., when logging into Qualtrics, you are redirected to your company’s login portal), you should tap Organization ID instead. See the Logging in with your Organization ID page for more details.

the organization id button on the login screen

Qtip: If you don’t remember your organization ID, don’t worry! Click Forgot organization ID? to be emailed a link you can use to login instead.

Text that says "Forgot organization ID?"

Sign in Without a Password

You can log in without a password – instead, we’ll send a link to your email address that you can click to access your account. You can use this option regardless of whether you use SSO or a standard login!

  1. Tap Need help? We’ll send you an email link.
    the "Need help? We’ll send you an email link" button below the username and organization ID button
  2. Enter the email address of your Qualtrics account.
    entering an email address to receive a login link
  3. Tap Next.
  4. Tap Send link.
    the send link button
  5. Visit your email in an app or mobile browser, and open the email sent from Qualtrics.
  6. Click Sign In in the email, or copy and paste the login link from the email.
    the sign in button in the email
Qtip: If your email address is associated with more than one account, you will be redirected to a list of accounts and asked which one you want to access on the XM app.
selecting an account to login to

Logging in as a Gov1 User

Gov1 users can log into the XM App by first selecting I work for a US government agency. You can then log in using any of the methods described above – including standard login, single sign-on (SSO), and the alternative sign-in method that sends a link.

Attention: For gov1 users, the Qualtrics XM App currently only supports dashboarding, ticketing, and response-viewing functionality. Notifications are not yet available to gov1 users.

Bottom of the login screen, an option for indicating you are from a US government agency

Unlocking the App

As an extra security measure, we may ask you to re-authenticate into the app. This generally happens when the app has been open in the background for about 60 seconds or more, or if you have just logged in.

If you have a PIN, Face ID, or Touch ID enabled on your phone, you will be asked to use this same authentication method to re-enter the app. This is to ensure that only you are logging onto your phone to see your data.
the reauthentication screen

Although we do not advise disabling this setting, if you no longer want to use it, follow these steps:

  1. Tap the menu button in the top left corner.
    the menu button in the top left corner
  2. Select Settings.
    the settings option in the menu
  3. Disable Lock Screen.
    disabling the lock screen option in settings
     
Qtip: When you disable this setting, you will be logged out if you have the app closed or in the background for more than the minimum user session length, which is usually 60 minutes. (If you are an administrator interested in adjusting this length, see Minutes of inactivity until automatic logout.) This is done in order to ensure the highest security standards are met.

Enabling Dashboards for Mobile Viewing

Attention: Your dashboards will be Enabled in the Qualtrics XM App by default.

This section describes how you enable both CX dashboards and EX dashboards for the app.

  1. While editing your Dashboard, click the Mobile Preview button to access your dashboard’s mobile options.
    Mobile Preview button in a dashboard
  2. Check the Enable dashboard in mobile app setting. If you would like your dashboard to be disabled in the Qualtrics XM App, uncheck this option.
  3. If you’d like, use the dropdown to enable or disable specific pages within the dashboard.
    the Enable dashboard in mobile app setting. has a dropdown to select more pages

    Qtip: This option is disabled in brands by default. To get it enabled, please reach out to Qualtrics Support.
Qtip: When you enable a dashboard for mobile viewing, you can make it so that a message will appear when users log onto the dashboard on desktop, encouraging them to try the mobile app. A user should only see this message two times, max. If you want this feature enabled for your brand, please reach out to your Customer Success Representative. Please note that this feature cannot be enabled/disabled for individual users or groups. This message cannot be customized and appears as pictured.
Window that instructs the user to enter their email so they can be sent a link to download the mobile app. It is noted that this email address will not be saved, and is only needed in order to send this mobile link. Then there's a field to enter the email address

Previewing how a dashboard will look on mobile

Before you publish a dashboard to mobile, make sure you approve of how it looks on mobile. Click the Mobile Preview button in the dashboard toolbar.

the mobile preview button on a cx dashboard

While previewing the mobile dashboard view, you can do the following:

the mobile preview view

  1. The mobile view of your dashboard. Scroll through the view to make sure your widgets display properly on mobile.
  2. To navigate to a different dashboard page, click the page name.
  3. Use the Enable dashboard in mobile app option to determine whether this dashboard will appear in the XM App. When disabled, users will not see this dashboard in the XM App. As noted above, you can also use the dropdown to include / exclude specific pages from the mobile dashboard.
  4. Click the X to exit the mobile preview and return to the regular desktop view.
Qtip: You cannot edit your dashboard while previewing the mobile display. Exit the mobile preview to edit your dashboard.

Viewing Mobile Dashboards

Once logged in, you can use the Qualtrics XM App to scroll through your dashboards. All widgets will do their best to meet the dimensions defined on the desktop, but may look a little different or require scrolling.

Qtip: This app is only available in your device’s portrait mode.

Navigating Dashboards

To navigate between different dashboards:

  1. Tap the menu icon in the top left corner.
    the menu button in the top left corner
  2. Select Dashboards.
    the dashboards option in the app menu
  3. From this menu, choose the dashboard you’d like to view.
    selecting a dashboard to view from the list

Navigating Pages

To change pages, tap the current page name at the top of your dashboard.
changing pages by clicking the page name

Once you tap the page name, a list of the dashboard’s pages will appear. Select the page you’d like to see from the list.
choosing a page to view

Filtering

If your dashboard page has filters added to it, you can click the filter icon on the upper-right to start using them.
the filter icon on a dashboard

Qtip: If the filter icon is grayed-out, that means the dashboard page does not yet have any filters on it. Remember, the dashboard’s creator or project administrators (CX) must add filters (CX | EX) on the desktop view before you will have filters to adjust.

You will see a list of possible filters you can adjust. Here, we have a filter for NPS Group and Response Date. Let’s apply a filter for Response Date. To apply a filter, tap the filter name.

selecting a filter from the list

Tap and type to adjust your filter settings. For filters with many options, you can type to search for your preferred selection. When you’re finished, click the blue Done button at the bottom of the screen.
choosing what values to apply for the filter

Qtip: If you want to remove a filter, click Reset in the top left hand corner.
Qtip: Filters added directly to widgets are not compatible with the Qualtrics XM App.

Sharing the Dashboard

The Qualtrics XM App also lets you share parts of your dashboard through text, email, and other apps on your device! First, center the part of the dashboard you’d like to take a snapshot of. Then click the dots in the upper-right and select Share.
sharing a dashboard via the app

In addition to a screenshot of the content, it will also send a link that allows the recipient to log in from a mobile browser.

Qtip: Users must already have an account to log in from the link.

Mobile App Notifications

Qtip: This functionality is currently unavailable to gov1 users.

The Qualtrics XM App allows you to be notified when various events in Qualtrics take place. This includes events such as a survey being shared with you, a workflow beginning, or a ticket being assigned to you.

To view your notifications and change your notification settings, click the bell icon in the top right hand corner.
the notifications icon in the top right

This is your Notification Feed, where you will see your notifications and can action them. Tap a notification for more information about it.
the notification feed displaying notifications

Notification Settings

To change your notification settings, such as what events cause notifications and how you receive notifications, click the gear icon in the top right hand corner of the Notification Feed.
the settings icon for changing notification settings

You can then change the following settings:
choosing what notifications to receive

  1. Notifications: Decide if notifications are turned on or off.
  2. Email notifications: Decide if you’d like to receive notifications via email.
  3. Mobile notifications: Decide if you’d like to receive push notifications to your device via the mobile app.
  4. Notification types: Determine what types of notifications you receive. Your options include:
    • Survey sharing: Be notified when a user shares a survey with you.
    • Metric Tracking: Be notified when a metric changes in your dashboard based on conditions set in your dashboard’s notification settings.
    • Workflows: Be notified when a Notification Feed Task completes.
    • Digest: Be notified when a survey digest is ready to be viewed, which contains information about how many responses your survey has collected. See this page for more information about what’s included in survey digests.
    • Feature Suggestions: Be notified about Qualtrics features that may help your XM program.
    • Exports and Reports: Be notified when your dashboard exports are ready for download.
    • Tickets: Be notified when a ticket is assigned to you.

Widget Compatibility

Not all widgets are compatible with mobile dashboards. This section will cover compatible vs. incompatible widgets.

Qtip: Widget descriptions, such as tooltips, are not compatible with the app.

CX Widget Compatibility

This section explains which CX widgets are compatible or incompatible with mobile viewing via the app.

Compatible

Incompatible

EX Widget Compatibility

This section explains which EX widgets are compatible or incompatible with mobile viewing via the app. Action Planning pages are compatible with the Qualtrics XM App so long as the widgets on the page are compatible.

Compatible

Incompatible

Mobile Dashboard Text iQ

Qtip: This functionality is only available for CX dashboards.

If you have Text iQ enabled for your dashboard, you can check this out on the Qualtrics XM App, too! Here, dashboard viewers with Text iQ access can see open text responses, their sentiment scores, and text topics.

Qtip: Remember that the Text iQ that opens in your dashboard is unique from the one that opens directly in a survey.

Navigating to Text iQ

To open Text iQ on your dashboard, select the Responses tab and then tap Text iQ.
accessing text iq by clicking the responses tab

Topic Widgets

Qtip: If you do not see a bubble widget and instead see the “No Topics” message, then you haven’t created topics in your CX Dashboard’s Text iQ yet. Log onto a desktop and perform text analysis. Don’t forget to apply changes when you’re finished!

When you enter Text iQ, you will see a bubble widget containing all your topics. The color borders represent the percentage of comments belonging to each type of sentiment: positive (green), negative (pink/red), neutral (gray), and mixed (yellow).
a bubble chart in text iq

Click a bubble to narrow down the comments you see.

Qtip: Click the arrow in the upper-left to leave a topic and return to Text iQ home.

Comments and Sentiments

Scroll down the page to look at open text feedback. To the left of each piece of feedback will be a sentiment score.
comments in text iq with sentiments

Qtip: If there’s a grey dash instead of a sentiment score, that may mean Text iQ is still calculating sentiments. Give it time, or navigate to different pages to refresh your app. You can also refresh your app by clicking the three dots in the upper-right and selecting Refresh.
refreshing a dashboard

When you click a comment, you can share it by clicking the icon in the upper-right.
sharing a comment

Viewing and Commenting on Responses

You can view responses on the XM app and keep track of the latest feedback that comes in. In this section, we’ll cover how to set this up in your dashboard, and then how to view these responses on the XM app.

Qtip: To view this feature, make sure you are updated to version 1.31.1 or higher.

Dashboard Setup

To make this feature available to your dashboard viewers, all you need to do is add a Response Ticker widget (CX | EX) to any of the dashboards you’ve made available in the app.

For guided setup, see the linked support pages.

Qtip: The response set’s name comes from the widget title. If you do not add a widget title, this will display to dashboard viewers as “Responses 1.”
Qtip: To allow dashboard viewers to see the full response or share the response from the mobile dashboard, you need to enable the full response records (CX | EX).

Viewing Responses

Responses are sorted from newest to oldest. The date is dependent on the date field used in the Response Ticker (CX | EX).

  1. In your dashboard, select Responses.
    navigating to the responses tab
  2. Tap Select a response list.
  3. Choose your desired response ticker widget from the list.
    choosing a response list to view

    Qtip: You will see the name of the Response Ticker and the name of the dashboard page where this widget can be found.
  4. You can now scroll through your responses! Click a response to expand it.
    viewing a list of responses
  5. If desired, share a screenshot of the response through all the sharing methods available on your phone (such as text, email, apps, etc.).
    A response in the XM app - shows what the customer wrote, but also has a button for sharing, then a button to see the survey response, then a button to see the ticket

    Qtip: You can only share the response or read the full response if the person who made the dashboard made that option available.
  6. If desired, click See all questions and answers to read the full response.
    viewing a full response in the app

    Qtip: The fields displayed are based on how the full response records were customized for the widget. Column configurations are not retained since they are not mobile-compatible, but section names and the list of selected fields will be the same.
  7. If there are any tickets associated with the response, then they will be listed here. Click the ticket to view it or make appropriate changes.
    Ticket in the XM app, lets you send emails, leave comments, change statuses, and more
Qtip: If you want to switch to a different response set, click the header to navigate back to the list of response sets.
navigating to the list of response sets

Filtering Responses

You can filter your responses the same way you would your mobile dashboard pages. These filters will be pulled from the dashboard page where your response ticket widget is set up.

Responses shown in app. Filter icon upper-right

Commenting on Responses

Just like on desktop, you can comment on responses on the XM App.

  1. Navigate to a dashboard.
    Picture of the mobile app, showing a response inside the app, where there's a button for adding comments
  2. Go to the Responses tab.
  3. Select a response set, if there are multiple in the dashboard.
  4. Find the response where you want to leave a comment and click Add a comment.
  5. Click the field to start typing your comment.
    Comment field bottom of the page
  6. To mention a user in a comment, type @ followed by their name (e.g., @Barnaby).
    Showing how the @ mention makes a list of users appear at the top, which have to be clicked
  7. Select the user from the list provided.
  8. When ready, click the button to submit the comment.
    Picture of completed comment, and the send button next to it, which looks like a paper plane
Qtip: Once you post the comment, the mentioned user will receive a notification. See Commenting on Responses for more details.

To delete a comment, click the dropdown, then select Delete. You can only delete comments you wrote.

Screenshot of the delete modal that opens when you click the dots next to your comment

Types of Notifications

  • Comments: Get notified when someone mentions you in a comment or replies to something you’ve commented on. Once clicked, these notifications take you to the dashboard where the comment was left. See Commenting on Responses for more details.

Ticketing in the XM App

After logging into the app, you will be able to filter, sort, and search through all of the tickets assigned to you, as well as view and act on tickets directly from your mobile device. For more information on creating tickets or following up on tickets, please visit their respective pages.

Ticketing options in the XM Mobile App with the search, sort, and filter options highlighted at the top

  1. Searching: Select the magnifying glass to keyword search through all of your tickets. This will search the names, Embedded Data fields, and comments of any tickets that are assigned to you or your team.
  2. Sorting: Select Sort from the menu at the top of your screen. Currently, you are able to sort by Creation Time, Time of Last Update, and Priority.
  3. Filtering: Select Filter by from the menu in the top right corner. Currently, you are able to filter based off of Status, Priority, or Owner.
Qtip: Logging into the Follow Up App via SSO is supported for most SSO configurations. For more details, please reference the Logging in through Mobile Apps SSO support page.

Simply click on any ticket to view all of the associated information. Once a ticket is selected, you can change the status by clicking on the current status or add any comments using the text box at the bottom of your screen.

Ticket opened in the XM App showing the details and ability to comment

Qtip: When a ticket gets assigned to you, you’ll receive a notification.

Viewing Customer Activity

Qtip: This feature is only available if you have access to XM Directory.

If a ticket is generated for a specific contact in your XM Directory, you can view that contact’s information from directly within the ticket in your Qualtrics XM App.

To view a contact’s information, click View Customer Activity at the bottom of the ticket.

View customer activity option for a specific ticket

A window will appear that has that specific contact’s information. In the Profile section, you can see any of the contact’s attributes. This includes their first name, last name, email address, opt-in status, reference ID, phone number, language, and any additional embedded data.

The Profile section of the customer profile card

The Touchpoints section contains all of the points of interaction for your contact. The touchpoint timeline relevant to the selected ticket will be listed first, and any other touchpoint timelines for the contact will appear underneath.

Touchpoints section of the XM Directory profile card

You can click on any touchpoint to see more details about that specific interaction.

Detailed section that appears when a touchpoint has been clicked

App Settings

The app settings allows you to turn notifications for the app on and off. You can also log out here.

  1. Tap the menu button in the top left hand corner.
    the menu button in the top left
  2. Tap Settings.
    settings in the app menu
  3. Decide whether or not to enable Notifications. See Mobile App Notifications for more details about these notifications.
    choosing the settings to configure
  4. Determine if you want to use the same lock screen as your phone (PIN, Touch ID, Face ID) to authenticate. This happens when you first log in and after 60 seconds of inactivity when you try to use the app. You can also select Set Up Face ID if you have not already.
    Qtip: If you disable this setting, then after 60 seconds of inactivity, you will be logged out of the app instead of being asked to re-authenticate. This is to ensure that even users without the lock screen enabled have an added security measure.
Qtip: From the settings menu, you can also give feedback on the app or go your Support Portal to contact support.
the customer support and privacy policy links in settings

Logging Out

To log out of the app:

  1. From the Settings menu, tap the three dots in the top right hand corner next to your name.
    logging out of the app
  2. Select Log Out.

App Language

Attention: The Qualtrics XM App is available for any language you can use in CX and EX dashboards. See the table on the Languages in Qualtrics support page for a full list of available languages.

The language of the app matches the language you have set inside your Qualtrics account. On desktop, go to your Account Settings to change the language. You may need to close the app and reopen it before you see your changes.

Qtip: Changing the language of the app changes the default text of the app. To change widget titles and field names, remember that a dashboard administrator needs to upload dashboard translations (CX | EX).