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Creating a Website & App Insights Project


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Qtip: If you don’t have access to any of the features described on this page, reach out to your Account Executive. For more information about the differences between Digital Feedback and CustomerXM for Digital, see Digital Feedback vs. CustomerXM for Digital.

About Website & App Insights Projects

Website & App Insights projects are a creative way to gain feedback on your website or mobile app. They allow you to display dynamic graphics on your website such as overlays, feedback buttons, embedded content, banners, and more. These graphics, called creatives, can appear all the time, or only under special circumstances, and they can link to a Qualtrics survey or to a website of your choosing. The feature that allows you to edit these conditions and links is called the intercept.

Projects are how you organize your creatives and intercepts. Every project can contain more than one creative and more than one intercept. But if active creatives and intercepts are in the same project together, that usually means they’re going to be displayed on the same website.

Attention: You cannot transfer ownership of the project, zones, intercepts, or creatives to another Qualtrics user once a Website & App Insights project is created.
Attention: Each brand can have up to 50 Website & App Insights projects and 100 intercepts per project.

Creating a Website & App Insights Project

  1. Select Catalog from the global menu.
    Image of global navigation hamburger icon expanded next to xm logo to reveal Catalog option

    Qtip: A project can also be created from the Projects or Homepage.
  2. Scroll, filter, or search as needed to find the correct project type. This type of project can be made under CoreXM, CustomerXM, and EmployeeXM.Filters and search bar along the top of the catalog, chosen project appears as a tile. Once the tile is clicked, a menu opens on the right with a description and a get started button
    Qtip: This choice does not affect the Website & App Insights features you have access to.
  3. Select Website & App Insights.
  4. Click Get started.
  5. Name your project.
    Field for name, folders, then button bottom-right
  6. Click Create project.
  7. Decide whether you want to Set up intercept or Set up session replay first:
    menu to choose what to set up first in your project

    • Set up an intercept: If you select this option, you’ll then choose how you want to collect feedback. This does not just include classic intercepts, but our new, guided intercepts (like responsive dialog and templated embedded feedback), and classic creatives. We explain these options in detail on the rest of the page.
    • Set up session replay: If you select this option, you’ll be taken to the Session replay section of your project’s settings. Here, you can turn on session replay, set recording and consent rules, configure masking, and more. Once you’re finished, you can go to the Intercepts tab to use the feedback methods described here.
Qtip: Regardless of whether you choose an intercept or session replay first, you can complete the one you didn’t select later.

Choose How You Want to Collect Feedback

Deciding how to build your project is the key to getting the most out of Website & App Insights. We recommend selecting one of our guided intercepts from the bigger tiles at the top, especially if you are new to Website & App Insights, since they come with an easier setup. However, if you already have experience with Website & App Insights, you can scroll down for additional options. There, you’ll be able to make standalone creatives and intercepts that can be connected together. This can be useful if you have a more complicated or specialized set-up for your project.

Screen that says "Choose how you collect feedback." Enormous tiles at top for responsive dialog and feedback tab. below that, additional options

  • Build your intercept with a guided setup: We recommend these options because they’re the newest and easiest to set up, with the ability to set different web and mobile settings inside the same editor. These are also the only options that will take you through an extensive guided flow for the entire project setup. See Guided Intercepts to proceed through these steps.
    • Responsive dialog: Get feedback at key moments using a dialog that responds to any device size.
    • Feedback button: A feedback button (much like on the left of this support page) that slides out when visitors click it, so they can fill out a feedback survey right on the page.
    • Templated embedded feedback: Inline buttons that allow visitors to indicate whether content was helpful (much like the Yes / No buttons after each section of this page).
    • Embedded app feedback: Collect feedback on your mobile app experience.
  • Intercepts: See Making an Intercept. “Intercepts” can be thought of as the rules that determine when and how your project will be displayed on a website or an app. You may want to start here if you’re a user who’s more experienced with Website / App Insights or you have a need for additional creatives or features such as actions sets and publishing permissions. Note that this experience is not as guided, so you will need to add any additional creatives, publish changes, and deploy the code according to instructions on the support site, rather than being guided in the product.
    Qtip: More advanced intercepts that leverage action sets, approvals, and so on can still be created standalone using this option.
  • Creatives: See Selecting a Creative. “Creatives” can be thought of as the visual element of your Website & App Insights project; for example, a banner, a window that opens over a webpage, or even a link. This option is recommended for users who feel the Responsive Dialog or Feedback button options won’t fit their needs, and need alternate creatives such as the InfoBar or mobile app specific creatives. Note that this experience is not as guided, so you will need to create an intercept, publish changes, and deploy code according to instructions on the support site, rather than being guided in the product.
    Qtip: Each creative has a different use case it is specialized for. For a guide, see our support pages on creatives. Creative types are listed in the menu to the left.

Guided Intercepts

If you selected one of the guided intercepts at the top (such as responsive dialog, templated embedded feedback, feedback button, or embedded app feedback), here are your next steps:

  1. Name your intercept.
    New window opens over the "choose your feedback" screen. Window has a field for naming the creative and a dropdown for choosing the survey you'll connect to it

    Qtip: It helps to choose something that explains when or how visitors will be prompted for feedback, e.g., “Feedback Tab,” “Weekday Feedback Request,” “Support Site Only,” and so on.
  2. Determine the target site being linked in this intercept.
    • Choose a survey: Choose a survey from your account.
    • Enter a custom URL: If you want to link to something other than a Qualtrics survey in your account, paste the full URL in the field provided.
      Example: We want to collect support site feedback. We have a survey we wrote that asks for this feedback. We link it in this step.
  3. Click Next.
  4. Customize the appearance. Complete each of the sections listed to the left before you proceed. For more information:
    Tabs along the left for customization

  5. When you are done customizing the appearance, click Next.
    Qtip: If you need to stop here and continue setting up later, click Save and close.
  6. Click Add targeting logic to determine when your button or dialog should be displayed to respondents.
    Tiny white button top-left where it says "add targeting logic"

    Qtip: You can limit appearance based on a lot of different information, from cookies placed on the browser, to whether it has already been displayed to website visitors recently, to the URL of the page, and more. See the support pages listed under Action Set Logic for more information.
    Qtip: You can press Shift on your keyboard when clicking the plus sign ( + ) to create separate logic sets. For more details on building conditions, see Advanced Action Set Logic.
  7. When you’re done adding conditions, click Next.
    Example conditions added. "If the day is monday at 8am pacific time, and the current URL contains /support"
  8. Determine how often your button or dialog will display. For more details on each of these options, see Intercept Options.
    Intercept options
  9. If you have XM Directory, you can choose to Link with XM Directory. This allows you to automatically link responses to contacts, use contact frequency rules, and target specific segments. For more information see XM Directory Integration with Digital Intercepts.
    Settings under "XM Directory" heading; toggle to show more options; next button in lower-right of window

    • If you have multiple directories, select which directory you want to connect this intercept to.
    • Select if you want to create a new contact automatically when an intercept is evaluated. You will need to work with your website development team to add Javascript code in order to send contact information into the directory using the provided API. You can add the following information for each contact:
        • First Name
        • Last Name
        • Language
        • Additional key value pairs (e.g. “Location”:”Seattle”,”Gender”:”Female”). You can add up to 20 pairs
    • Determine whether you want to manage how often a signed-in visitor sees an intercept survey by using the directory’s Contact frequency rules.
  10. Click Show advanced options to see additional intercept options.
  11. When you’re finished, click Next.
  12. If you want to add extra data points to collect from the responsive dialog, click Add Embedded Data.
    add embedded data button
  13. Select a data type from the dropdown, and fill out the value and name.
    adding embedded data to intercept
  14. When you’re done adding embedded data, click Next.
  15. Follow the steps on the page to save the bookmarklet and test your intercept. If you need to, you can open your website on another browser tab to test what the intercept will look like on your website.
    Steps showing how to drag the provided bookmark onto your bookmarks bar of your browser, open the website you want to test on in a new tab, and then simply click to test on the desired website
  16. When you’re done testing, click Next.
  17. Review your changes. If you want to edit anything before it goes live, click the pencil icon to go back to that step.
    A summary of all edits
  18. If you are ready for all changes to be live on the website that hosts the code snippet, click Publish. If not, click Save and close.

Selecting a Creative

Qtip: Creatives are the visual components of a Website & App Insights project. For example, the Feedback button on the right of every page, the “Was this helpful?” question after every section, or the banner that displays when someone visits a website for the first time.

This option is recommended for users who feel the Responsive Dialog or Feedback button options won’t fit their needs, and need alternate creatives such as the InfoBar or mobile app specific creatives. Note that this experience is not as guided, so you will need to create an intercept, publish changes, and deploy code according to instructions on the support site, rather than being guided in the product.

  1. From the Intercepts tab, click Create new in the upper-right corner.
    Intercepts tab. blue create new button in upper-right hand corner
  2. You’ll be taken to this screen:
    Screen that says "Choose how you collect feedback." Enormous tiles at top for responsive dialog and feedback tab. below that, additional options
  3. Scroll down and choose a creative.
    List of creatives, split by general categories. ach has a name, description, and thumbnail
  4. Name it.
    New window for adding a name
  5. Click Done.
  6. You’ll be taken directly to the Edit Creative page where you can customize your appearance.
    Page for editing creative, has a palette and editing interface
  7. When your edits are done, publish changes.
  8. Head to the Intercepts tab.
    Intercepts tab. blue create new button in upper-right hand corner
  9. Click Create new.
  10. Scroll down.
  11. Select something from the Intercepts section. Follow the steps in Making an Intercept for more details.
    Intercepts options
  12. When you’re finished editing and publishing your Intercept and are ready to deploy the code on your website, see:

Making an Intercept

Qtip: Intercepts are the logic behind when a creative will appear to website visitors. For example, your dialog only appears once a day so it doesn’t bother visitors, or the feedback button only appears on pages whose URLs contain “support.”

You may want to start here if you’re a user who’s more experienced with Website / App Insights or you have a need for additional creatives or features such as actions sets and publishing permissions. Note that this experience is not as guided, so you will need to add any additional creatives, publish changes, and deploy the code according to instructions on the support site, rather than being guided in the product.

  1. From the Intercepts tab, click Create new in the upper-right corner.
    Intercepts tab. blue create new button in upper-right hand corner
  2. You’ll be taken to this screen:
    Screen that says "Choose how you collect feedback." Enormous tiles at top for responsive dialog and feedback tab. below that, additional options
  3. Scroll down to Intercepts.
    Intercepts options
  4. Determine whether you are collecting website feedback (Web intercept) or running a mobile app feedback project (Mobile app intercept).
  5. Name your intercept.
    New window for adding a name
  6. Click Done.
  7. You’ll be taken directly to the Edit Intercept page where you can customize the conditions under which intercepts will be displayed to website visitors.
    Editing an intercept. You can see a list of intercepts tot he left, and a toolbar along the top, and in the center of the page all the action sets

  8. When your edits are done, publish your creative.
  9. Head to the Intercepts tab.
  10. Click Create new.
  11. Scroll down.
  12. Choose a creative. Follow the steps in Selecting a Creative for more details.
  13. When you’re finished editing and publishing your Intercept and are ready to deploy the code on your website, see:

Editing an Existing Project

This section will go over how to navigate a Website & App Insights project.

Showing what the main page of this project looks like

  1. Both intercepts and creatives are listed under the Intercepts. Once you click into them, navigation / available features are the same as they’ve always been.
    Qtip: Standalone intercepts and guided-flow intercepts (Responsive dialog and Feedback buttons) appear under the “Intercepts” section of this tab. Standalone creatives appear under “Creatives.”
  2. Session replay allows you to view user sessions captured by session replay.
  3. Statistics goes to project-wide statistics.
  4. Users is where you can view and edit project users.
  5. Deployment has the deployment code for your project.
  6. Settings has general project settings, as well as intercept and session replay settings.
  7. You can also click Get code snippet at the top of the Intercepts tab to get the project code.
  8. Click Create new to add more creatives and intercepts to the project.

Managing Website & App Insights Projects

On the Projects page, there are additional actions you can perform with your projects.

Project Actions Dropdown

Dropdown menu next to a Website / App Insights project

  • Deactivate/Activate: When a project is active, all the Intercepts and Creatives inside it (that haven’t been individually deactivated) will continue to function on whatever website you paste your project’s deployment code to. When a project is deactivated, all the Intercepts and Creatives inside it are shut off. This lets you remove Website / App Insights projects from your webpage without having to remove the code, and it allows you to deactivate many Creatives and Intercepts at once without having to individually edit them.
    Attention: Testing bookmarklets does not work with inactive projects.
  • Collaborate: Determine which users can help you edit your Website & App Insights project.
  • Rename Project: Change the name of the project.
  • Delete Project: Delete the project.
    Attention: This will permanently delete all Creatives and Intercepts within the project. Proceed with caution.
  • Reveal in Folder: Navigate to the folder the project is stored in. This option won’t appear if you project hasn’t been sorted into a folder or if you’re in the project’s home folder.

FAQs