My contacts are unable to receive survey invites or notice sends
Designing and pushing out survey and quiz invites: sometimes these invites or notice sends don’t go out to contacts or less than expected. This is commonly seen when the survey invites, quiz invites or notice sends counts are less than the count of the contacts within a group. This could be a result of various reasons, which are:
Opt-outs
Opt-out contacts are those who have unsubscribed from your service by opting out to your short-code. Each contact on mobile has a right to agree and confirm whether they would like to send or receive any SMS communication from your short-code or Sender ID. This can be done in various ways such as sending an SMS with the word "STOP", blocking premium SMS on their handset or blacklisting your services.
Once contacts have opted-out, they will be unable to receive any SMS message from your services
Recommendations
- Review the opt-out contacts within your groups and find the opted out contacts. If the contact has provided their consent to opt back into your organization’s account & services, check with our support team by sending an email to support@echomobile.org if it is possible to opt the contact back in.
Invited to another survey
Contacts with active survey or quiz surveys are excluded from any other survey sends/ counts until they complete the survey or the survey is expired. This is intentionally set up to prevent one user from receiving more than one survey at the same time.
What is a survey/quiz invite? This is when the contact is allowed to participate in the survey or quiz.Recommendations
Expire active invites
- Search the group that you are targeting and check the availability of the contacts within the group by counting the number of unavailable contacts.
- If the count of the unavailable contacts matches, expire the active survey and quiz invites through expire active Invites global action.
Invite expiration hours
- Set shorter expiration hours for your surveys and quizzes under the survey advanced options or quiz advanced options.
- If you are scheduling a survey to go out to the same contacts in a period of 24 hours, we recommend that the Invite expiration for the first survey should be less than 24 hours e.g 23 hours. So that the previous survey expires before the next one run
Contact invite buffer
Contact Invite Buffer, if set, can restrict invites depending on when (if ever) contact was previously invited.
Recommendations
- Set the contact invite buffer to “No limitation”.
Daily send limit
The contact might have not received the notice message if the contact has received the same notice within 24 hours. This is because of the daily send limit. If the daily send limit is set to 1, a contact can only receive that notice once within 24 hours.
The daily send limit is advanced setting on a notice allows you to select whether you want a notice to be only set once or can be sent out multiple time within a day (24 hours).
Recommendations
- Set the daily send limit to “No limitation”.
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