Send manual reminders to survey non-respondents

Overview

Survey creators and managers can now send a manual reminder to people who have not yet responded to an active survey. This gives you more flexibility to encourage participation when needed, without relying only on scheduled reminders.

Before you begin

This feature is available to survey creators and survey managers. The manual reminder option is only available for active surveys.

What is new

You can now trigger an on-demand reminder for current non-respondents from the survey manage page. Existing scheduled reminders continue to work as usual and are not affected when a manual reminder is sent.

How it works

For active surveys, a new Send reminder action is available from the survey manage page. When you open it, you can review reminder activity and send a reminder immediately to people who still have not responded.

• Manual reminders are sent only to current non-respondents.

• People who have already completed the survey do not receive the reminder.

• Your existing automated reminder schedule is not changed by sending a manual reminder.

• If everyone has already responded, the manual send action is blocked.

• If non-respondents still remain after a manual reminder is sent, you can send another manual reminder later.

Where to find it

Go to Manage > Surveys, open an active survey, and use the overflow menu on the manage page to select Send reminder.

What you see before sending

When you open the reminder modal, you can review the current reminder status before sending.

This helps you decide whether a manual reminder is necessary, especially if an automated reminder is already scheduled soon.

Expected behavior

What this improves

• More flexibility: Send reminders when participation is lower than expected.

• Better timing control: Nudge employees at the moment that makes the most sense for your survey.

• Less manual follow-up: No need to rely only on pre-set reminder timing.

• Safer targeting: Reminders go only to people who still need to respond.

Troubleshooting

The Send reminder option is not appearing on the survey manage page.

• What happened: The Send reminder action is only available for active surveys. If the survey is not currently active, the option is not shown. The action is also not available to users who do not have survey manage permissions.

• What to do: Confirm that the survey is active and that the logged-in user has survey creator or survey manager permissions. If the survey is active and the user has the correct permissions but the option is still not appearing, refresh the page and check again. If the issue persists, raise a support request.

The Send reminder action is disabled and cannot be selected.

• What happened: The send action is blocked when all recipients have already responded to the survey. If no non-respondents remain, there is no one to send the reminder to and the action is disabled by design.

• What to do: Open the reminder modal and check the non-respondent count. If it shows zero, all recipients have already completed the survey and no reminder is needed. If the count shows non-respondents but the action is still disabled, refresh the page and try again. If the issue persists, raise a support request.

A user who already completed the survey received a manual reminder.

• What happened: Manual reminders are designed to go only to current non-respondents at the time the reminder is sent. If a completed respondent received a reminder, there may have been a timing issue where the completion was recorded after the reminder was already triggered.

• What to do: Raise a support request with details about the survey and the user who received the unexpected reminder. Include the approximate time the reminder was sent and when the survey response was submitted.

A manual reminder was sent but automated reminders stopped running afterward.

• What happened: Sending a manual reminder is designed to have no effect on the existing automated reminder schedule. Automated reminders should continue to run as configured after a manual reminder is sent.

• What to do: Go to the survey manage page and review the scheduled reminders shown in the reminder modal. Confirm that upcoming automated reminders are still listed. If automated reminders appear to have been cancelled or are no longer running, raise a support request with details about the survey and the reminder schedule that was configured.

The non-respondent count shown in the reminder modal does not seem accurate.

• What happened: The non-respondent count reflects the number of people who had not yet responded at the time the modal was opened. If responses came in after the modal was opened, the count may not reflect the most current state.

• What to do: Close the modal and reopen it to refresh the non-respondent count. If the count still appears inaccurate after reopening, raise a support request with details about the survey and the expected versus displayed respondent numbers.

Frequently asked questions

Q: Is the Send reminder option available for all surveys?

Ans: No. The action is available for active surveys only. It is not shown for surveys that are not active.

Q: Who receives the manual reminder?
Ans: Only people who have not yet responded to the survey at the time you send it.

Q: Will people who already completed the survey receive the reminder?
Ans: No. Completed respondents are excluded from the manual reminder.

Q: Does sending a manual reminder affect my scheduled reminders?

Ans: No. Scheduled reminders remain in place. Manual reminders are an additional on-demand action and do not change the existing automated reminder schedule.

Q: Can I send more than one manual reminder for the same survey?

Ans: Yes. If the survey still has non-respondents, you can send another manual reminder later.