Qualtrics Integration

Authenticx integrates with Qualtrics XM to surface post-interaction survey feedback directly alongside conversation intelligence. Once connected, survey responses are automatically matched to Authenticx conversations and the results (satisfaction scores, open-ended feedback, and embedded data fields) become searchable and reportable in the platform.

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How It Works

Authenticx periodically exports responses from a configured Qualtrics survey using the Qualtrics REST API. Each response is matched to a conversation in Authenticx using a call identifier that your survey captures as an embedded data field or question answer. When a match is found, the survey fields are written to the conversation record as enrichment metadata.

The integration is read-only. Authenticx pulls data from Qualtrics and never writes back to your Qualtrics account.

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Prerequisites

Before your Authenticx implementation team can activate this integration, the following must be in place on your Qualtrics account:

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Step 1: Enable the Access API Permission

The Qualtrics user whose token Authenticx will use must have the Access API permission enabled. This is configured by a Brand Administrator.

1. Log in to Qualtrics as a Brand Administrator.
2. Navigate to Admin in the top navigation.
3. Select the Users tab.
4. Locate the user that will own the API token (see the note below about service users), then click the user's name to open their settings.
5. Under User Permissions, enable Access API.
6. Save the changes.

Recommendation: Create a dedicated service user (e.g., [email protected]) rather than using a named employee's account. This prevents the integration from breaking if the employee leaves or their credentials change.

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Step 2: Generate an API Token

Each Qualtrics user has a unique API token. The token is tied to the account and authenticates all API requests Authenticx makes on its behalf.

1. Log in to Qualtrics as the service user created in Step 1.
2. Click the user icon in the top-right corner and select Account Settings.
3. Click Switch to older version if prompted (the Qualtrics IDs section is in the legacy Account Settings view).
4. Select Qualtrics IDs in the left navigation.
5. In the API section, click Generate Token.

Warning: Only click Generate Token once. If a token already exists, do not regenerate it — doing so immediately invalidates the existing token and will break any integrations already using it. If you need to rotate the token, coordinate with your Authenticx implementation team first.

6. Copy the token value and store it in a secure location. Provide this token to your Authenticx implementation team. Authenticx encrypts and stores it in an isolated vault scoped to your organization.

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Step 3: Locate Your Survey ID and Datacenter URL

Authenticx needs two additional values to connect to the correct survey and route API calls to the right Qualtrics datacenter.

Survey ID

1. Log in to Qualtrics and open the target survey.
2. In the browser address bar, the Survey ID appears in the URL. It begins with SV_ followed by alphanumeric characters (e.g., SV_0abcDEFghiJKL).
3. Alternatively, go to Account Settings → Qualtrics IDs and find the survey in the Survey IDs section.

Datacenter / Base URL

Your Qualtrics datacenter determines the base URL for all API calls. The format is:

https://{your-organization-id}.qualtrics.com

To find it:

1. Go to Account Settings → Qualtrics IDs.
2. Look for your Datacenter ID (e.g., iad1, ca1, fra1). This is the subdomain prefix Qualtrics uses for your account's API hostname.
3. Your base URL will follow the pattern https://{datacenter-id}.qualtrics.com — for example, https://iad1.qualtrics.com.

Authenticx uses this URL as the base for all API requests. If the wrong URL is configured, the Qualtrics API returns a GRP_1 error that includes the correct host in the error message. Your implementation team can correct this without requiring any changes on your end.

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Step 4: Configure Call ID Passthrough in Your Survey

For Authenticx to match a survey response to a conversation, the survey must capture a consistent call or interaction identifier on each response. This is the same identifier that exists on the Authenticx conversation record (typically a Client Call ID).

The recommended approach is to pass the call ID as Embedded Data when distributing the survey (e.g., via a survey link that includes the call ID as a URL parameter). The embedded data field name your Qualtrics implementation uses must be provided to your Authenticx implementation team for field mapping configuration.

Provide your Authenticx implementation team with the exact field name or Import ID used to capture the call identifier so it can be mapped correctly.

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Step 5: Provide Credentials to Authenticx

Collect the following and share them securely with your Authenticx implementation team:

Authenticx will use these to configure the integration and set up the field mapping.

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Network Requirements

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What Authenticx Configures

Your Authenticx implementation team handles the following configuration on your behalf:

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Testing & Validation