Welcome to the Loop Experience Platform by Benbria. This guide walks your team through a proven 30-day plan to set up your account, launch your first survey, respond to feedback in real time and report on results. It is designed for Account Owners and Admins leading a new Loop rollout, with clear checkpoints for Team Members along the way.
Prerequisites / Permissions
Account Owner: Required for account-wide setup such as adding users, managing brands and configuring locations.
Admin: Can access the Inbox, Tickets and Projects by default and can complete most setup tasks in this guide.
Team Member: Can only use the features they have been granted permission to. Team Members join in Week 3 to respond to conversations and tickets.
Your Loop login details: Your Loop URL, account name, username or email, and password.
⚠️ NOTE: Some features depend on your subscription. Action Plans are available on Professional and Enterprise plans, and multi-level SLAs are available on the Enterprise Edition. If a feature in this guide is missing from your account, contact your Customer Success Manager or support@benbria.com.
Your 30-Day Plan at a Glance
Timeline | Focus | Outcome |
Day 1 | Log in and get oriented | Every admin can access Loop |
Week 1 (Days 1 to 7) | Build your foundation | Locations, users, permissions, branding and folders are in place |
Week 2 (Days 8 to 14) | Launch your first survey | A live survey is collecting feedback |
Week 3 (Days 15 to 21) | Close the loop | Negative feedback creates tickets and your team responds in real time |
Week 4 (Days 22 to 30) | Measure and improve | Dashboards, scheduled reports and action plans are running |
Day 1: Log In and Get Oriented
Go to your Loop login page at https://app.blazeloop.com/login.
Enter your account name. If you do not know it, ask your Account Owner or email support@benbria.com.
Enter your username or email and password, then click Log In.
By default, Loop opens on the Inbox. Use the left-hand navigation menu to explore Inbox, Tickets, Responses, Projects and Settings.
💡 TIP: Forgot your password? Click Forgot Password below the login button, enter your email, then click SEND VERIFICATION EMAIL. The reset link in the email can only be used once. Passwords must be 8 to 255 characters long.
Step 2: Add Your Users
Click Settings in the left-hand navigation menu, then select Users.
Click Add to create a single user, or click Import CSV to upload a list.
Enter the user's name, email and role, then assign the locations they can access.
Click Create.
⚠️ NOTE: Importing a CSV overwrites existing users and their permissions if they appear in the import file. Review your list carefully before you upload it.
Step 3: Set Permissions and Notifications
In Settings > Users, click the Edit icon to the right of the user.
On the Permissions tab, confirm the user's role and location access under General, then set what they can do under Conversation Activities and Data.
On the Notifications tab, select the activities the user should be notified about, then click Save.
On the Subscriptions tab, enable any reports the user should receive by email.
Step 4: Add Your Branding (Account Owners Only)
Click Settings in the left-hand navigation menu, then select Brands.
Click Create and enter a Title and Description.
Upload your logo and set your Survey Colours. If you use kiosks, configure the Kiosk Splash Screen.
Step 5: Organize Your Projects With Folders
Click Projects in the left-hand navigation menu.
Click + New Folder, enter a clear name (for example, [Location Name] - [Department]) and click Create.
To control access, click More Options (...) next to the folder, select Sharing & Permissions, and choose who can view or edit.
✅ Week 1 checkpoint: Your locations are mapped, your admins and team members have accounts with the right location access, and your folders are ready for projects.
Week 2: Launch Your First Survey (Days 8 to 14)
Step 1: Create a Survey Project
Make sure your survey categories are set up first. See How to Configure Survey Categories.
Click Projects in the left-hand navigation menu, then click + Create and choose a survey project.
Enter a project name and click Create.
Open the new project. You will see the Summary, Design, Distributions, Actions, Insights, Responses and Settings tabs.
Step 2: Design Your Survey
Click the Design tab to open the Survey Designer.
Add questions from the question types in the left sidebar. Common CX metrics include NPS, CSAT, CES, 5-Star and Smiley questions.
Click a question to edit its settings in the right-hand panel, and drag questions to reorder them.
Click Save in the survey toolbar.
💡 TIP: Keep your first survey short. Three to five questions, including one core metric and one open comment question, gets more responses and gives your team clear data to act on
Step 3: Choose How to Distribute Your Survey
Click the Distributions tab and select the channel that fits your guests, residents or employees:
Channel | Best for | How to set it up |
Link Channel (URL and QR code) | On-site signage, receipts, table tents | Click Link Channels > Add Distribution, create a channel, then click Use. Copy the URL or download the QR code |
Post-visit or post-stay follow-ups | Select Email, click Get Started, then design your invitation in Simple or Advanced mode | |
SMS | Quick, mobile-first feedback | Select SMS and click Get Started to set up the message template |
Web | Embedding a survey on your website | Select Web and click Get Code Snippet |
⚠️ NOTE: SMS invitations need a number assigned to your account, and the Web channel needs a Web Channel Link. Ask support@benbria.com to enable either one before launch.
Step 4: Review Your Survey Settings
Click the Settings tab in your survey project.
Under General, confirm the Project Name and click Save.
Turn on optional features as needed: Integrations (for example, Tripleseat), Live Translation and Survey Reminders. These toggles save automatically.
Step 5: Test, Then Go Live
Submit a few test responses through each channel you plan to use.
Confirm the test responses appear in the Responses tab.
Share your survey with your guests, residents or employees.
✅ Week 2 checkpoint: Your first survey is live on at least one channel and responses are coming in.
Week 3: Close the Loop (Days 15 to 21)
Collecting feedback is only half the job. This week, set up Loop so that unhappy customers are followed up quickly and nothing falls through the cracks.
Step 1: Configure Your Ticket Settings
Click Settings in the left-hand navigation menu and select Status.
Click Add to create the ticket statuses your team uses. Each status needs a Ticket State (Open or Closed).
Set up your Ticket Root Causes, Ticket Resolutions and Ticket Priorities so every ticket can be categorized and reported on.
Open Service-Level Agreement, then use the default policy or click Add Policy to set response and resolution targets. Add Reminders and Escalations so breaches are caught early.
Step 2: Automate Follow-Up With Survey Actions
Open your survey project and click the Actions tab.
Create an action that automatically creates a ticket, or sends an email alert, when a response meets your trigger (for example, a low score or negative comment).
💡 TIP: Pair Survey Actions with Ticket Management to send high-priority recovery tickets straight to the right department lead the moment a guest reports a problem.
Step 3: Set Up Tags and Auto-Tagging
Click Settings in the left-hand navigation menu, then open Tags & Keywords.
Click + Add Tag Category, enter a tag name and add the keywords that should trigger it.
Use tags to filter dashboards and spot recurring themes across locations.
Step 4: Bring Your Team Into the Inbox and Tickets
Show Team Members the Inbox, where they can reply to customers in real time or leave an Internal Comment for colleagues.
Show them Tickets, where they can work from the My Tickets, Open Tickets, Closed Tickets and All Tickets views.
Show Admins the Response Feed (click Responses in the left-hand menu) to review every survey response and jump into related conversations.
⚠️ NOTE: The Response Feed is available to Admin and Owner roles, and users only see data for the locations assigned to them.
✅ Week 3 checkpoint: Low scores automatically create tickets, tickets have clear statuses and SLAs, and your team is responding from the Inbox and Tickets.