Sometimes you may receive a notification even though a client appears satisfied. This usually happens due to the way your sequences are configured.
Within each sequence settings, you can define which types of responses trigger a notification.
If you’ve set notifications to trigger only for unhappy clients but are still receiving alerts for satisfied ones, it may be due to a misconfiguration in your questions.
Review the Questions in Your Sequence
Open the sequence in question.
Go to the survey question used to determine satisfaction.
Check whether the “Satisfied” box has been incorrectly selected in a question where it should not be.
If this box is misconfigured, InputKit may interpret the response as “unsatisfied” or trigger an alert even when the client is satisfied. For more details, see this article :
How does the satisfaction determinant work in a questionnaire ?
Fixing the Issue
Uncheck the “Satisfied” box in questions where it does not apply.
Save your changes.
Make sure your sequence settings reflect exactly what you want to track (e.g., notifications only for unhappy clients).
If you have any questions, don’t hesitate to reach out to us via chat.