XM for Customer Experience is the Qualtrics product line for analyzing how an organization’s customers experience it. The Product Terms, dated 10 June 2026, state that it was formerly called XM for Customer Frontlines.[1] The terms divide it into three Cloud Services (Frontline Care, Frontline Digital and Frontline Locations), two premium add-ons and a block of terms for XM Discover functionality.[1] A separate set of XM Discover Product Terms covers the stand-alone XM Discover product.[2] The common unit in this family is the Interaction, whose definition changes from one Cloud Service to the next, so each Order Form line has to be read against the matching section.
Frontline Care
Frontline Care lets the customer analyze its customers’ experience with the customer support or care team.[1] An Interaction is a Chat, an Email, a Response or a Voice.[1] A Chat is a multi-threaded conversation, by web chat, in-app chat, instant message, SMS text or direct message, lasting no longer than three days between one individual and the care team; community chat with a group in large channels is excluded.[1] An Email is an email thread, including agent responses.[1] A Voice is a customer-provided transcript, or a customer-provided recording up to 120 minutes captured from a voicemail system or an IVR or voice survey, and a longer item may be split into segments that each count as one Voice.[1] A Response follows the common Response definition, including the extra Response for each minute of video feedback.[1]
A fair-use provision says that when an Interaction exceeds the time limit for its type, the excess counts only as a single additional Interaction, and the customer must not connect otherwise separate Interactions to circumvent the provision.[1] The premium add-on Quality Assist or Quality Management counts an Interaction as a Chat or Voice enhanced by automated scoring against compliance measures, and appears as a separate Order Form line item.[1]
Frontline Digital and DXA
Frontline Digital covers customers’ experience with a selected website or app. Its Interaction is a Response, and the customer may create unlimited survey projects or surveys.[1] Page-level traffic that triggers intercepts is described by the separate Page View definition in the Usage Metric Definitions, which counts each visit to a page carrying the Qualtrics code whether or not an intercept shows.[3]
The Digital Experience Analytics (DXA) add-on counts Sessions.[4] A Session is a recording of a user’s actions, session length and frustration signals within a website or app, from when the browser or app is opened and the code snippet is loaded until the earliest of 30 minutes after closing, 30 minutes of inactivity or a 60-minute session length.[4] Session recordings are deleted after six months and Session metadata, such as rage clicks and session identifiers, is retained for 36 months.[4] Historical Sessions imported by the customer consume the equivalent number of Sessions, and Qualtrics may limit recording where more than 5,000 active Sessions are recording concurrently within a single instance of the Cloud Service.[4] The add-on appears as a separate line item, and configuration may need additional Professional Services.[4] The same terms are repeated in the XM for Customer Experience document.[1]
Frontline Locations
Frontline Locations analyzes customers’ experience with one or more of the customer’s physical locations.[1] Its Interactions are an Online Review (a single public review thread on an online review website, with the list of sites available on request), a Response or a Social Mention.[1] A Social Mention is a social media post pertaining to or posted by a tracked brand, account or social media user, or a single comment or reply to such a post, including items that match a keyword or hashtag search or tag a tracked account.[1] The same excess-length fair-use rule applies.[1]
XM Discover functionality
When the customer uses XM Discover functionality within XM for Customer Experience, three limits apply.[1] The Annual Loading Limit is the number of Interactions that may be loaded in each contract year and equals the number specified in the Order Form; the Monthly Loading Limit is one sixth of that annual limit.[1] The Access Limit is the number of Interactions that may be accessed at any time, equal to the annual number for the first contract year.[1] The Concurrent User Limit defaults to 10,000 users.[1] The Access Limit applies across the entire Subscription Term rather than per year, Responses do not count against it, and once it is reached the oldest Interactions are deleted automatically, measured by the date generated and not the date loaded.[1] See the Annual Loading Limit and Access Limit rows.
For a new offering purchased with the necessary Professional Services, Historical Interactions may be loaded in the first six months up to the first-year Order Form number; they do not count toward a Loading Limit but do count toward the Access Limit, and with Qualtrics’ written approval an agreed number of historical Online Reviews may also be excluded from the Access Limit.[1] The terms also state that the models generate probabilistic predictions that the customer should evaluate, including with human review.[1]
Further inclusions: unlimited seats in public virtual XM Discover training sessions, subject to availability; an Export API that allows the total Interactions to be exported no more than once a month unless Qualtrics agrees; and website monitoring that retrieves third-party content subject to the Loading and Access Limits, with no service level or availability commitment.[1]
The stand-alone XM Discover product
The XM Discover Product Terms use a different unit, the Feedback Record: a set of unstructured data, no greater than 2,048 characters, generated from Authorized Sources and sent to the Cloud Service.[2] Longer records count as two or more Feedback Records per full or partial multiple of 2,048 characters; null data and structured data of ten characters or fewer count as 25% of a record; and two-way chats within a single calendar day count as two records, one for each side.[2] The Annual Loading Limit equals the Feedback Records in the Order Form, the Monthly Loading Limit is one sixth of it, and the Storage Limit equals the Annual Loading Limit.[2] When the Loading Limit is reached no more records may be loaded, and when the Storage Limit is reached the oldest records, by generation date, are deleted.[2] A new customer may load Historical Feedback Records up to the first-year number at the start of the term without counting toward the Loading Limit, though they count toward the Storage Limit.[2]
Named-user roles are capped by the terms: up to 10 Configuration Analysts with full Designer access, 200 Activation Leads, 500 Report Creators and 1,000 Report Consumers, each a named end user, and each able to translate up to 1,950,000 characters per year with Quick Translate.[2] Optional components may need Professional Services for configuration: Voice-to-Text with data masking, a TripAdvisor connector limited to 1,000 locations (each distinct TripAdvisor ID counts as one), website monitoring and the Qualtrics Quality Management add-on limited to chat and call sources.[2] Employee-facing Discover is sold under the employee experience line and priced on Feedback Records; see the employee experience article.[5]
Counting guidance
- Confirm which Interaction types each Order Form line counts; Frontline Care, Digital and Locations differ.[1]
- Count Responses for video feedback as one plus one per minute.[3]
- Track Loading Limit (flow) and Access or Storage Limit (stock) separately; historical loads reduce the first but not the second.[1]
- Check whether DXA and Quality Assist were bought as separate lines.[1]
Out of scope
List prices and part numbers are not published in the cited documents. Survey Platform license tiers, XM Directory contact limits and administrative settings, and the partner-delivered services referenced in Order Forms are not covered.