Questionnaire States - WEB channel

Overview

The questionnaires state represent the status of one particular WEB, SMS, IVR invitation, or DIGI pop-up.

The states are divided into two groups, Temporary, which will be changed in course of the invitation process or customer interactions, and Final states that won't be changed anymore.

This article contains information about WEB questionnaires states. 

Temporary States

Created

This state means that the record inside the import file was correctly imported and passed quarantine, blacklist, and duplication checks. Usually, questionnaires remain in the Created state for a couple of seconds.
Note: The state created can stay for a long time if in the new quarantines (release 11.2) the questionnaire got into the Delay for (n) days quarantine. In this case, it was not blocked during import but was moved to the future for a given number of days. Therefore, until this future comes, it will hang in the created state and then will receive the invited state.

Invite in Progress

This state means that questionnaire was queued for the invitation. 

Invited

This state means that the email invitation was sent to the customer and will remain in this state until expiration or further customer actions.

Started

This state means that the customer has clicked on the link inside the invitation email. The questionnaire will remain Started until the customer finish/terminate the survey or the questionnaire will become Expired later according to the settings.

Final States

Completed

This state means that the customer has answered all required questions and finished the survey. The questionnaire becomes Completed immediately after the customer answers the last question.

Note: Completed questionnaires can lack answers if some of the questions are not required or if the skip question flow is used, etc.

Partial (Aborted)

This state means that the customer answered some of the questions, but didn't finish the survey. The questionnaire will become Partial accordingly to the expiration settings (if any are configured).

Note: In the VOC FEEDBACK export files Partial state correspondents to the Aborted state.

Expired

This state means that questionnaire doesn't have any answers and was expired accordingly to the expiration settings.

Terminated

This state means that survey was interrupted by the user or flow. The possible reasons are:

• the Survey is using Terminator type of Questions and during the Question flow one of them is reached by the user
• the Terminate button is enabled and the user clicked it
• the Question flow is set to terminate the Survey after some condition is met and that condition has been triggered
• the unsubscribe button was clicked by the customer inside the invitation email (for questionnaires in Invited and Started states)

Invite Not Delivered

This state means that an error was received from the SMTP server and the invitation couldn't be delivered to the customer. This state is presented on all channels for Clients to see that the invitation was not sent.