In this article, we have listed the most common reasons why the in-app survey would not be displayed after you have installed the script in your web app.
You're not passing the email address of the user
The in-app script consists of two pieces:
A <div> element which contains the current user's data;
A <script> element which is the actual in-app survey.
In the <div> element you must pass the user's data such as name, company name, email address, and tags. Including the email address is mandatory. Otherwise, the survey will not be displayed and an error will be returned. Also, keep in mind that these values must be passed dynamically, normally in variables.
You don't have a CSS file linked to your page
The in-app survey will not be displayed if your we application's page doesn't have a CSS file linked. In case this is the issue, you can simply include a dummy link tag as in this example:
<link rel="stylesheet" type="text/css" href="#">
The user doesn't match the campaign
If you have filtered your campaign's audience by a specific customer tag or integration segment, and the user you are currently logged in as doesn't match this audience filter, then the in-app survey will not be triggered.
The ID in the script is wrong
This is especially relevant if you previously had a Retently account and have installed the in-app script, which wasn't removed from your web application. You can definitely re-use it, but make sure that the id (check the screenshot below) matches with the one in your current account.
Make sure the campaign is switched on
After you have configured the campaign, make sure the toggle is switched ON, which means that the campaign is active and surveys will be sent automatically.
The script is blocked from being run by your app
Some web apps block scripts from being executed on the page in order to ensure the app's security. There isn't much we can help you with in this situation. All you have to do is get in touch with your developers and ask them to white-label the script.
If none of these solutions work, let us know at support@retently.com and we will get in touch with you shortly.
You've set a long delay for the survey to be displayed
In the in-app campaign's schedule you can set a specific delay for when the survey will be displayed if the customer has reached the page with the in-app script. If the configured delay is too long, then the customer may leave the page before the survey is being displayed. In the example below, we have set to display the survey in 20 minutes. This basically means that the customer has to stay on that page for at least 20 minutes in order to see the survey, which will most likely never happen:
You have multiple campaigns matching the same audience segment
A contact sees at most one in-app survey per visit. When several in-app campaigns match the same contact, each campaign follows its own schedule, so the contact can see a survey from a different campaign on a later visit.
To space these surveys out, switch the throttle ON with Any campaign on each campaign. Learn more about the in-app schedule and throttle.
The contact was surveyed recently and the throttle is on
If the campaign's throttle is ON, a contact who was surveyed within the throttle window is skipped until that window passes. With Any campaign selected, a survey from any of your campaigns counts. When testing, switch the throttle OFF on the test campaign or use a contact who has not been surveyed recently.