MCPFrequency
Both accept 0 to 365 days. Set Days between surveys for one person to 0 to turn that rule off.
For in-app surveys, both rules follow the person, not one Company record. Someone who belongs to several Companies is treated as one person, so an in-app survey they were shown, or a dismissal, at one Company also counts at the others.
The first rule counts emailed invitations, in-app surveys shown, answers, and imported scores. It applies to email invitations you request, to Flows that send surveys, and to in-app eligibility. Invitations you request from a survey are skipped before they reach Triage. A Flow’s invitation that falls inside the gap is skipped when it would send.
Each survey’s own cooldown still applies on top of this rule. See Deliver a survey.
Company limit
Turn on Company limit to cap how many different people at one Company are asked, across every survey and channel. It is off by default. When you turn it on, two fields appear:
How it counts:
- It counts people who were sent an email invitation or shown an in-app survey at that Company in the period, across every survey.
- A person counts once, however often they are asked. People are matched by email address, so the same person is never counted twice.
- Reminders and retries don’t count, because they reuse the original invitation.
- Someone already counted can still be asked again, under the other rules above. Once the Company is full, only people not yet asked are skipped.
- A person who belongs to two Companies counts at each Company where they were asked.
Follow-up
Assign new responses to the company’s CSM
Choose who owns new feedback the moment it arrives. GainTrace assigns the response to the CSM of the person’s Company, as long as that CSM is a member of your workspace.
Responses stay unassigned when:
- The Company is unknown, including every response to an anonymous survey.
- The Company has no CSM, or the CSM is no longer in the workspace.
- The survey is custom and you chose Low scores only. Custom surveys have no score groups, so only Every response assigns them.
Hours to close a response
Set how long a response can stay open before it counts as overdue, from 1 to 720 hours. The default is 48. A response is overdue when it is still New or In progress after that many hours. Overdue responses get an Overdue tag in the inbox, and the Overdue filter lists them. The header of the Surveys page also shows the number overdue, the share of responses closed on time over the last 90 days, and the median hours to close. Resolving the response, or completing its follow-up task, closes it. Changing the number changes which open responses are overdue right away.Company scores
A Company’s NPS, CSAT and effort score come from one score per person, so one person who answers often can’t outweigh the rest. A person is identified by email address, so one person counts once at a Company even when one of their answers is linked to their record and another is linked only by their email. These rules decide how that score is built. The Company’s Feedback tab, coverage and thegt_survey_company_rollup MCP tool all use them, and each score shows the sentence that describes the method beside it.
Roles come from each person’s role on their record. Scores imported from other tools count alongside your own surveys. An imported answer is matched to the person by email. If that person belongs to several Companies, it is stored against their Primary Company. An email at a free domain such as gmail.com is never matched to a Company by its domain. Answers whose personal details were removed, and answers to anonymous surveys, never count toward a Company score.
How the Company score is computed from the people’s scores:
- NPS: the percent of people with 9 or 10 minus the percent with 0 to 6, using the role weights. An average of 8.5 counts as a passive.
- CSAT: the percent of people in the top two points of their scale.
- Effort (CES): the average of people’s scores, or the median when you choose Median of their answers.
Where Company scores are used
Changing these rules changes every place that shows a Company score:- The Company header and Feedback tab, and the NPS column and filter on the Companies list. The list refreshes every 15 minutes and whenever a Company is opened.
- Surveys > Reports: the By company view, Lowest NPS by company, and NPS against usage and revenue.
- Boards, in the Customer feedback metrics.
- Lifecycle stage conditions on NPS, CSAT and CES.
- The survey score fields that GainTrace writes to your CRM, when you turn that on in HubSpot or Salesforce.
- Trace AI churn risk, which reads a Company’s NPS and its CSAT exactly as the Feedback tab shows them. CES isn’t an input. A Company with no answers in the window counts as unknown, never as unhappy, and only an NPS detractor counts as churn evidence.
Sending and identity
Sending and identity holds five settings that apply to every survey: Invitation review, Invitations from Flows, AI agents, Suppressed addresses and In-app identity.Invitation review
Choose Send when requested (the default) or Hold for approval. With Send when requested, invitations requested from a survey or the API send at once, or at the survey’s next send window. With Hold for approval, every one waits in Triage for a teammate. Invitations that Trace AI or MCP agents request always wait, whichever you choose, and cooldowns, your frequency rule, unsubscribes, email limits and send windows apply either way. Only owners and admins can change this. See Deliver a survey.Invitations from Flows
Choose Hold for approval (the default) or Send when the Flow runs. With the default, each invitation from a Flow’s Send Survey step waits in Triage. With Send when the Flow runs, active Flows start sending as the Flow reaches the step. The same guards apply in both. See Invitations from Flows.AI agents
The Let Trace AI and MCP agents change surveys switch is on by default, and only owners and admins can change it. Agents can draft surveys, update responses and survey rules, and request invitations. Invitations an agent requests always wait for a teammate to approve them in Triage, and an agent can’t approve them. When the switch is off, every survey change from Trace AI or MCP is refused with “Can’t change surveys from an AI agent in this workspace. An admin can allow agents in Settings > Surveys > Sending and identity.” Reads still work.Suppressed addresses
This shows how many addresses are suppressed and links to the list. The same list stops Flows, plan reminders and Trace AI outreach. Only owners and admins can see the addresses.In-app identity keys
Identity keys let your server sign a token for the person using your product, so an in-app survey knows who is answering without a GainTrace API call on each page.- An admin chooses Create key. GainTrace shows the key id and the secret once, so copy the secret then.
- A workspace can have 2 active keys. To rotate, create a second key, switch your server to it, then revoke the old one once its Last used date stops changing.
- Each key shows the last characters of its secret, when it was created and when it was last used or revoked.
- Only admins can create or revoke keys. Members can see them.