---
title: What's different in v2
description: What's different in v2
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1. [Customer Alliance Knowledge Base](https://support.customer-alliance.com/v2-knowledge-base?hsLang=en)
2. [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
# What's different in v2
## The new Customer Alliance keeps your reviews, surveys and team from v1, and adds AI tools for replying and analysis. A few connections need signing in again, and some things work differently. Here's what to expect.
The new Customer Alliance keeps your reviews, surveys and team from v1, and adds AI tools for replying and analysis. A few connections need signing in again, and some things work differently. Here's what to expect.
### 1. What came over from v1
- **Your properties:** a head office with locations is now a group with properties under it.
- **Your team:** each person has a role based on their v1 access: Admin, Manager, Reviewer or Read only. Users who were disabled in v1 come over suspended.
- **Your reviews:** every review, with its ratings, language and published reply.
- **Your review sources:** your portal listings, apart from Google and Expedia (see below).
- **Your surveys:** questions, follow-ups, every translation and the answers already collected.
- **Your survey emails:** invitation and reminder emails in every language. Automatic sending stays on or off as it was in v1.
- **Your guests and stays,** and your alert rules.
### 2. What to do once
| What | What to do |
| --- | --- |
| Sign in | You receive an email, *Your account is ready*, with a temporary password. Sign in and choose your own password, at least 12 characters. No email? An admin can send it again from the setup card with **Send sign-in again**. |
| Google Business Profile | Sign in to Google again for each property. See *Reconnecting Google Business Profile after the move to v2*. |
| Expedia and Hotels.com | We have asked Expedia for access. Reviews start syncing again once Expedia approves it. |
| Your PMS | Connect it again; see *Connecting your PMS*. A protel I/O connection came over as it is. |
| Website widgets and certificates | Create them again and replace the embed code on your website; see *How to Create and Maintain Website Widgets*. |
| Scheduled reports | Set them up again under **Reports**. |
| Alert recipients | Alerts from v1 notify your account's main admin only. Add anyone else under **Alerts**. |
| API keys | Create new ones under **Settings → API & Webhooks**. |
Automatic survey invitations stay paused until your first sign-in. If you have a PMS, they wait instead until its first stays arrive in v2. Guests who checked out before then are not invited.
### 3. What works differently
- **Scores:**
- Reviews from portals and ratings from your guest surveys are shown separately, as **Average Score** and **Avg Survey Score**.
- **CA Score** combines the two equally, and each survey can be included in it or not. See *Why V2 shows your Public Review Score and Survey Score separately*.
- Survey answers collected in v1 appear in your survey results and the Review Inbox. They count towards your Avg Survey Score and CA Score, but don't appear in widgets or certificates.
- **Figures** are recalculated from your data, so they can differ slightly from v1. AI topic analysis covers the last 90 days of your v1 reviews.
- **Contacting guests:**
- A guest who received a survey invitation can be invited to the same survey again after 30 days.
- Reminders are set per survey: up to three, each sent 1 to 14 days after the previous email.
- **Structure and roles:** groups can contain other groups, and properties can have sub-locations. Besides the four standard roles, you can create your own; see *Managing Users, Roles, and Permissions*.
### 4. New in v2
- **AI reply assistant** (every plan): drafts replies in your brand voice; see *Replying to reviews with AI*.
- **AI Insights** (Pro): key drivers, recommendations and AI categories; see *Mastering AI Insights*.
- **Since your last visit** (Growth and Pro): a summary on your dashboard of what changed.
- **Topic analytics and Competitors** (Growth and Pro); **custom reports** (Pro).
- **Review requests:** emails asking guests to review you on Google, Tripadvisor or HolidayCheck.
- **Setup card:** a checklist on your dashboard that walks you through getting set up.
- **On request:** WhatsApp surveys, connecting your own AI assistant, and HubSpot. Ask your account manager.
### 5. Not available in v2 yet
- Single sign-on (SSO). Sign in with your email and password, or with **Continue with Google**.
- Quiet hours for survey emails.
- Section headings inside surveys.
- v1's alerts for any negative topic and for a low category rating on a single review. v2 offers **Negative topic mentions** and **Category score drop** alerts instead.
- [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
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