Reminders

Actual from release 11.12.0

Reminder email (WEB, WEB-to-DIGI) is sent when the conditions of reminder email settings for survey (or in Global Settings) are met. Please refer to the article in our Help Center for more information on reminder emails setup & functionality.

Reminders work with all channels: WEB, SMS, IVR, DIGI (WEB-to-DIGI, SMS-to-DIGI).

Important note: Reminders work for the following questionnaire states: Invited, Started, Not answered (IVR).

New reminder setting changes will be applied to new questionnaires only, the old ones that are not in final state (Invited, Started, Not answered) work with previous settings in this case.

Example

Let's assume that in our per-survey settings we have set up Number of Reminders as "2", Time before first reminder (in hours) as "24" hours and Time between reminders (in hours) as "24" hours. “Number of Reminders” is a number of sent reminders to one questionnaire.

Two possible outcomes in behavior.

Time Slots disabled:

If Time Slots are off and invitations allowed to be sent 24/7 we have following case. If the import was made on Sunday, e.g. October 11 and the questionnaire Invitation time is 4 PM the first reminder will be sent on October 12 at 4 PM (after 24 hours pass) and the second reminder will be sent out after 24 hours from previous reminder on October 13 at 4 PM.

Time Slots enabled:

If Time Slots are enabled and doesn't allow us to send invitations during weekend but the import was made on Sunday, e.g. October 11 and the questionnaire Invitation time is 4 PM the Invitation date will be rescheduled to fit Time Slots configuration. The reminders will be sent based on Invitation date in this case.
Basically, if first invitation goes at 9 AM on Monday, October 12  and i.e. Time Slots don't allow us to send invitations on Sunday but send invitations on Monday starting from 9 AM, this will result in first reminder at 9 AM on Tuesday, October 13 and second reminder at 9 AM on Wednesday, October 14. 

Notes: 

• The count of days starts from the invitation time (Invitation date) for not started questionnaires or from the date of the last response (Start date) to a questionnaire for not completed  questionnaires.
• Reminder emails are sent out only for questionnaires in ACTIVE surveys.
• Reminders work for all channels: WEB, SMS, IVR, DIGI (WEB-to-DIGI, SMS-to-DIGI).
• Reminders will not be sent if the address or customer is blacklisted.