How do I send a follow-up email after someone completes an assessment?

The Feedback Follow Up email type is sent automatically a set number of days after a respondent completes their assessment. It is most often used to offer an additional report that is sold separately, but it can be used for any message you want to send some time after completion.

Setting up a Feedback Follow Up email

1. Go to Assessment Settings > Emails and click Add Email.
2. Set the Email Type to Feedback Follow Up.
3. Enter the Days after Completion that the email should be sent.
4. Write the Subject and the text of the email, and insert any merge fields you need.
5. Click Save.

The email is then sent by the daily scheduled email process, the specified number of days after the response completion date. As with all scheduled emails, it is sent on that day rather than at a fixed time of day. See What time of day are scheduled emails and reports sent?

Using more than one follow-up

You can create several Feedback Follow Up templates on the same assessment, each with a different number of days. For example, one at 10 days and another at 100 days after completion. Each is sent independently.

Linking to a paid report

The Feedback Follow Up email was designed to promote an Additional Report, which is a more detailed report sold separately alongside a simpler report that the respondent receives for free.

Include the merge string {Response.AdditionalReports} in the email body. It resolves to a link, displayed as "Click here", that takes the respondent to the Additional Reports screen where they can obtain the report and pay if payment is required.

The same merge string can be used in Completion emails and in the feedback report itself.

Suppress Email After

Suppress Email After stops the follow-up from being sent to a respondent who has already obtained the report you are promoting.

This field appears only on Feedback Follow Up email templates, directly beneath the Email Type. It contains a drop-down list of the Completion type email templates on the same assessment.

Select the Completion email that is sent when the respondent obtains the additional report. When the follow-up is due, the system checks whether that email has already been sent for the response. If it has, the follow-up is not sent.

The result is that respondents who have already purchased the report stop receiving emails promoting it, while everyone else continues to receive the follow-up as normal.

If you leave Suppress Email After empty, the follow-up is sent to every respondent who reaches the specified number of days after completion.

If a follow-up email has not arrived

1. Confirm the scheduled day has fully passed. The email is sent on the day, not at a set hour.
2. Check whether Suppress Email After is set. If the selected Completion email has already been sent for that response, the follow-up is suppressed by design.
3. Confirm the response has a completion date. The follow-up is counted from the response completion date, so a response that has not been completed will not receive one.
4. Confirm the email template matches the Customer Type. An email only sends when a template exists with the matching Email Type and Customer Type. A mismatch results in no email and no error.
5. Check the Email Queue. See Viewing and Managing Sent Emails.

For full details, see Choosing the Right Email Template and Charging for Responses and Reports.