Check the available setting
Confirm that automatic sending is enabled in the settings shown for the flow being reviewed. The setting name and location may vary.
Help Centre · Customer experience
When is the survey sent, and to which email address?
Sending depends on several conditions: survey activation, appointment status, configured delay, available email address, and the language associated with the booking. Check these elements in that order.
Immediate answer
Follow the steps of an automatic send
For an automatic sending attempt to be processed in the documented flow, several conditions must be met: the feature must be enabled in the available settings, the appointment must meet the documented eligibility conditions and be considered completed, and the configured delay must have elapsed. The currently documented flow uses email and the language associated with the booking. Exact options may vary. A displayed status only indicates the result reported at that step; by itself, it does not prove external delivery, message opening, or a customer response.
Documented sequence
Check what must be true before sending
In the documented flow, automatic processing depends on several visible or configured conditions. Their availability and presentation may vary by account and flow.
Check eligibility and status
The appointment must meet the documented conditions and be considered completed in the flow. Meeting only one condition does not guarantee full processing.
Check the available email address
Confirm that a usable email address is available in the booking context or the flow being reviewed, without assuming its exact source.
Remember: check activation, appointment status, the delay, available contact details, and the associated language separately. The presence of any one item does not guarantee that the email will be processed or delivered.
Processing time
Choose an available delay
The processing time depends on the delay configured from the options actually available in your flow.
Review the displayed delay
Choose a delay that fits your operational flow from the offered options. Do not assume that other values or immediate sending are available.
No universal ideal time
The appropriate setting depends on the organization’s context. No delay guarantees delivery, email opening, or a customer response.
Channel and language
Email is the documented sending method
This page describes only the currently documented behaviour. It does not confirm that other channels are available.
The documented flow uses email
This documentation confirms neither SMS nor a multichannel choice. A configuration variation should not be interpreted as proof that an additional channel is available.
Check the associated language
According to the documented behaviour, processing uses the language associated with the booking. Check that language and the visible language variant when available.
Cautious procedure
Check the send in a controlled test
A real check may send an email or modify data. No universal simulation mode is guaranteed; avoid repeating the procedure unnecessarily.
- Choose a cautious context. Use fictional or non-sensitive information and avoid a real customer record when possible.
- Check the available activation setting. Confirm the automatic sending setting status in the flow being reviewed.
- Check the appointment. Confirm its apparent eligibility and completed status.
- Record the configured delay. Note the option actually displayed without assuming other values.
- Check the contact details. Confirm that a usable email address is available in the context.
- Check the associated language. Note the language recorded for the booking being reviewed.
- Observe the displayed result. Document the visible status after the delay has elapsed without treating it as proof of delivery.
- Verify receipt cautiously. Perform this check only in an authorized context intended for that purpose.
- Document the context. Note the date, approximate time, time zone, appointment status, delay, and visible result.
Related resources
Continue the review
Use the related guides to distinguish configuration, response experience, sending diagnostics, and result interpretation.
Surveys and customer experience
Learn about documented features for preparing surveys, collecting responses, and reviewing available results.
View the pageHow do you configure a useful survey?
Learn how to prepare and review questionnaire sections, response formats, and language variants.
Read the articleHow can the survey response experience be simplified?
Review how context is presented, readability, input effort, and the final visible status.
Read the articleWhy was a survey not sent?
Check the documented conditions when the sending result does not match the expected behaviour.
Read the articleSupport
Contact supportDocument unexpected behaviour
After checking the visible and documented conditions, specify the page and flow, the sending-setting status, appointment status, displayed delay, associated language, partially masked email address, approximate date, time, and time zone, and the exact status or message observed. Add a sanitized screenshot if useful. Never send a password, authentication code, key, token, technical secret, or unnecessary personal information.