Sometimes, a client may receive their questionnaire in a different language than expected. Here’s how to verify and correct the situation:
1. Check the language of the send
To begin, go to the Sends menu on the left-hand side of the platform.
Search for the send in question using the client’s name, email, or phone number.
Hover over the “i” icon to see the details related to the send.
You’ll see the language used for this send (e.g.: Language: FR or EN).
2. Compare with the client's language preference
Next, go to the Clients menu and search for the client in question.
Check their preferred language listed in their profile.
If the language shown is different from the one used in the send, update it to match the correct preference.
Example: If the send was in "FR" but the client is marked as "EN", change the client’s language to "FR".
3. If the client’s language is correct but the survey shows in English
In some cases, the client may have manually clicked on “English” at the start of the questionnaire (or during it). In that case:
The survey was correctly sent in French (or the expected language),
But the client manually switched the language to English using the option at the top of the survey.
This is why the questions appeared in English.
Still unsure?
If you’ve gone through these checks and the problem still isn’t resolved, feel free to contact us:
Via the chat built into the platform
Or by email at: [email protected]
We’ll be happy to assist you further and ensure everything is set up correctly.