Hi all, we are seeing a lot of surveys being skipped due to contact frequency rules. It's come to my attention Qualtrics has default settings - I had these two items unchecked. I also noticed our feedback tab was serving up up to 50 impressions per day that were being added to our directory contacts. My suspicion is that is what is blocking it. I turned off the link to directory for the feedback tab and loosened up these rules. Has anyone encountered this or can advise? Also, I have no idea what "number of days that need to pass before contacts can receive another message means? Do I need to check that? How can I get these surveys to deliver without getting skipped?
Directory Settings Blocking Surveys
Hi kevinmc,
I checked the attached image and found that the rule that you circled is not a selected rule, which mean this rule is not activated yet. So I don't think it is the reason why your survey invitation cannot send out successfully or being skipped. "The number of days that need to pass before contacts can receive another message" means that the recipient can only receive new messages after passing a specific time. This is a function that help some user who don't want to disturb their customer so often.
May I check if you are using a EX or CX plan? And do you have any custom directory rules? It will be great if you can share more information to us. Thanks.
It looks like a lot of these emails are being legitimately skipped due to receiving the survey more than once in the 90 day period. I wish there was an easy way to interpret the contact frequency codes to see what actually stopped it!
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