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The survey was not sent? Check these five things.

Start with survey activation, then check the appointment, delay, email address, and language. This sequence makes it easier to find where the send stopped.

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Distinguish a survey that was not processed from an email that was not received

For an automatic sending attempt to be processed, several conditions must be reviewed. This page distinguishes three situations: no visible sending step, a displayed status or message, and an email that was not received. The currently documented flow uses email and depends in particular on the feature being enabled, an appointment that meets the documented conditions and is considered completed, the configured delay, a usable address, and the language associated with the booking. A displayed status reports only the result visible at that step; it does not prove external delivery, opening, or a response.

First step

Clarify exactly what is missing

Start by documenting what the interface and inbox actually allow you to observe. These three situations do not describe the same stage of the flow.

Situation 01

No visible step

The interface being reviewed shows no visible sending status, message, or step.

What this does not prove: that all conditions were met, or that no internal processing took place.

Situation 02

Status or message displayed

A label or status is visible in the flow. Record its exact text and where it appears.

What this does not prove: that the message was accepted or delivered by external email services.

Situation 03

Email not received

The expected email is not present in the inbox being checked despite the visible result or observed delay.

What this does not prove: that no processing attempt was made by the platform.

Condition 01

Verify activation

Review the available setting status in the flow being studied without assuming its name or location is identical for every account.

Visible setting status

Confirm whether automatic sending is enabled in the settings available for this flow.

Limit: enabling it alone does not guarantee that the other processing conditions are met.

Flow and configuration

Record the page, account, and context in which the setting is observed.

Limit: the name, presentation, and exact availability of the option may vary.

Condition 02

Check the appointment

The documented flow depends on an appointment that meets the eligibility conditions and is considered completed.

Documented eligibility

Check the visible information that helps determine whether the appointment fits the survey flow being used.

Limit: this page does not describe a universal eligibility formula or every possible internal condition.

Completed status

Confirm that the appointment is considered completed in the flow being reviewed.

Limit: when it is scheduled, in progress, or in another status, the documented completion condition is not met.

Condition 03

Check the configured delay

Processing depends on the delay actually displayed in the configuration. The available values may vary by flow.

Option actually displayed

Record the selected delay from the options available in your interface.

Limit: this page does not guarantee any specific or identical duration for every account.

Observed time and time zone

When an end time is displayed or recorded in the flow, compare it with the observation time while accounting for the time zone.

Limit: the time zone adds context but is not automatically the cause of the observed behaviour.

Conditions 04 and 05

Check the email address and language

The currently documented flow uses email and the language associated with the booking. This page does not confirm SMS or a multichannel option.

Available email address

Check that a usable email address is available in the booking context or the flow being reviewed.

Limit: this check confirms neither the exact source of the address nor its external deliverability.

Associated language

Record the language associated with the booking and check the visible language variant when available.

Limit: the presence or perfect display of every variant is not guaranteed by the sending status alone.

Observation

Read the status actually displayed

A displayed status or message describes what the system reports at a visible step. Its meaning must be interpreted from the wording and context.

Exact wording and location

Record where the status appears, its exact wording, and the visible conditions at the time of observation.

Limit: do not infer an internal technical step that is not explicitly described by the interface.

Processing and delivery

A displayed processing status indicates only what the system reports at that step.

Limit: it confirms neither acceptance by an email provider, delivery, opening, nor a response.

Variable history: the presence and identical level of detail of a sending history are not guaranteed in every flow.

Conceptual overview

Move from the observed problem to the next check

This flow helps organize the checks without promising that a single cause can always be identified from the interface.

Symptom clarified

The user distinguishes between no visible status, a displayed status, and non-receipt of the email.

Limit: identifying the symptom does not automatically reveal the cause of the behaviour.

Activation checked

The automatic sending setting is checked in the available options.

Limit: enabling it does not guarantee that all other conditions are met.

Appointment and delay reviewed

Apparent eligibility, completed status, and the displayed delay are reviewed.

Limit: these conditions do not prove immediate sending or successful delivery.

Email address and language checked

The usable address and associated language are reviewed in the available context.

Limit: the visible information may be incomplete or may not confirm deliverability.

Status documented and next step selected

The context and visible result are recorded to continue the checks or prepare a support request.

Limit: documenting the flow does not guarantee that the exact cause will be identified without further analysis.

Related resources

Continue the review

Use the guides related to configuration, the sending flow, response experience, and preparing a support request.

Surveys and customer experience

Learn about documented features for preparing surveys, collecting responses, and reviewing available results.

View the page

Surveys and recovery

Explore the guides devoted to survey configuration, sending, interpretation, and follow-up.

View the collection

How do you configure a useful survey?

Learn how to prepare and review questionnaire sections, response formats, and language variants.

Read the article

How do you choose survey timing and channel?

Learn about the documented conditions: activation, eligibility, delay, email address, and associated language.