The ResponseTek portal allows users to resend a survey to a respondent from the Response Details page.
A strange behavior has been reported regarding this feature, in the sense that after clicking the "Resend survey to customer" link, it seems that nothing is sent. The customer also does not receive the invitation again.
As described, there were two problems with this feature:
- There was no feedback on the interface after clicking the link.
- The customer did not receive the invitation.
The first problem was happening due to a bug in the system that has already been fixed.
The second problem was actually a consequence of the re-invitation rule. This is a rule that prevents end customers from receiving too many invitations in a short period of time. That means that, if they receive an invitation to a survey, they cannot receive another one during the configured period (e.g., 30 days, 60 days, 90 days). This is not an issue but the default behavior of the system.
If you see the first problem happening again, create a support ticket to investigate why the bug has returned. Please add a screenshot of the issue and include the response ID.
The bug has been fixed and released in August 2020. If this behavior is reported again, please escalate to the Engineering team.
You can consider the issue solved when the label is updated after an invitation is resent.