Why a feedback request wasn't sent

When an automatic feedback request doesn't reach the customer, check whether it was turned off, skipped for this customer, or failed during delivery. The request's reason shows which happened.

You turned it off

These are settings, and you can change them.

• Feedback is off for this item, its category or its type. Check the item's Customer feedback settings in Catalog.
• No form applies to this item. No usable form has been chosen for the item, its category or its type. The storefront's general form is for requests that aren't about an item.
• The form isn't available. It was unpublished or deleted after the request was queued.

This customer wasn't due a request

Nothing is broken, and there's nothing to fix.

• You asked this customer recently. The quiet period on the automatic request counts every kind of request, so one customer isn't asked twice in a week about different things. Shorten it if you want to ask more often.
• One visit, one ask. When an appointment and an order finished together, only the appointment is asked about — otherwise the same visit would produce two requests.
• There's nobody to ask. The record has no customer attached, or the customer's record has since been removed.
• The customer has opted out of messages. Respecting that is the point.

Qcom couldn't complete it

These are real failures. Check each one.

• There's no conversation to deliver into. A feedback request goes into an existing conversation. Reach the customer in a conversation before asking there.
• Your WhatsApp wording is still waiting on approval. Outside the 24-hour window WhatsApp only allows approved messages. Until yours is approved, requests on that number are held rather than sent.
• Delivery failed. Qcom retries, waiting longer between each go, and stops after five attempts. A run of these usually means the channel itself is having trouble — check your connection before changing anything about feedback.

Where to look

Open the Feedback workspace and find the request. The reason it wasn't sent is recorded on it, so you can tell which of the three groups above you're in before changing a setting.

Related

• Collect customer feedback
• Set up Catalog type settings