Why a Survey May Not Send
If a survey does not send as expected, there are several possible reasons.
Missing Contact Information
Surveys require at least one of the following:
- Email address
- Phone number
If neither is provided, the survey cannot be sent.
Invalid Contact Information
If the email address or phone number is incorrectly formatted, the message may fail to send.
Check for:
- Typing errors
- Missing digits
- Incorrect email formatting
File Upload Issues
When sending surveys through a file upload, surveys may fail if:
- Required fields are missing
- Language codes are incorrect
- Dates are not formatted properly
SMS Delivery and Messaging Providers
Text message surveys sent through Protoqual are delivered using a third-party messaging provider.
In some cases, delivery issues may occur due to factors outside of Protoqual’s system, such as:
- Carrier filtering
- Network delays
- Temporary service interruptions from the messaging provider
When possible, Protoqual will surface delivery issues within the platform so users are aware that a message may not have been delivered successfully.
If SMS delivery problems occur, you may be able to resolve them by:
- Verifying the patient’s phone number is correct
- Confirming the number can receive SMS messages
- Sending the survey by email instead
- Trying again later if a temporary messaging interruption occurred
Need Help?
If you continue experiencing issues sending surveys, contact:
Our team will be happy to assist.