What is an Instance?


An instance can be used to reflect different departments in your business. You can create as many instances in your One Question account as you like. For example, in our own One Question account, we have a Sales instance, an HR instance, Reception instance, and a Spa instance.


Instances can help you organise your account, they will also allow you to compare scores to help understand how your departments are performing. And most importantly assure you that your data is secure. Surveys, contacts, feedback, and conversations all sit within their own instance. Only users who are part of the instance will be able to access the data. Therefore, a user in Instance A cannot see feedback gathered by Instance B.


Adding a new Instance


When creating a new instance, just like when you sign up to The One Question, you will need to select the edition you would like your instance to be, to survey your customers you would select Customer Happiness Score (CHS) or to survey your employees you will need to select Employee Happiness Score (EHS).


Switching between your instances


If you have access to more than one Instance in your account you can seamlessly switch between them using the Instance Switch at the top of the page.



What are roles?


Alongside instances, there are four different user roles. These roles determine which features can be accessed by which users.


When inviting a new user to an instance, they must be assigned one of the following roles: Manager, Supervisor or Agent. There are basic differences between the roles:


  • A Manager can access everything within their own instance, including surveys, feedback and conversations. They can invite or remove users in instances, they can only access other instances that they are a user of.


  • A Supervisor can create and send surveys, view feedback and participate in conversations. They cannot invite, view, edit or remove other users from an instance. Like Managers, they are only able to access the instance that they are a user of.


  • An Agent is a role with the least permissions, they can view and reply to feedback, but they cannot create or send surveys. They cannot invite, view, edit or remove other users and can only access the instances that they are a user of.


There is an additional role that carries the highest permission levels; Admin. Admin users have access to every instance and every piece of data in your One Question account. If you’re an Admin user yourself, you can promote users to an Admin role too.


Every account needs at least one Admin user as they control the instances and permissions for all users in the account.

You can discover the features each role can access here.


How do they work together?


Instances and roles work together in a very simple way; when a user is invited to an instance, they must be assigned their own role. That role then defines what access they have in that instance, not the whole account.


Users can have different roles in different instances. For example; a Manager in the Sales instance might also be assigned as an Agent in the Support team. This means they would be able to view data from both instances, but their permissions would vary.