The 'Resend Survey' button isn't working on the Review Requests pageLast updated on 05/12/2023

The Reputation Management feature allows companies to manually resend review requests to customers. This article will help explain why a manual review request resends may not be working.

The ‘Resend Survey’ button may not work on the Review Requests page, where nothing happens after clicking ‘Resend’. Follow the steps in this article to help troubleshoot and resolve the issue.

The Review Requests page will show all jobs that were eligible to receive a Reputation Management survey request. However, it doesn’t necessarily mean that all of the customers listed on the Review Requests page actually received the initial survey or that it’s possible to resend each of those surveys. Jobs may appear on the Review Requests page as long as they met the review generation criteria, even if the initial survey wasn’t sent out in the first place due to certain conditions.

Follow the workflow steps below to troubleshoot the issue.

1. Check for the following:

   1. Did the Bill To customer profile attached to the job have valid contact information at the time the job was completed or whenever the initial review request was triggered? For example, if the reputation survey is an SMS type, did the customer have a valid mobile phone number on file?

      1. Note: You can use https://phonevalidator.com to confirm whether the customer’s contact number is a valid mobile number. Only mobile numbers are able to receive SMS texts.

      2. Note: If the customer profile did not have any valid contact information at the time the survey should have been triggered, and the contact information is added afterward, this will NOT retroactively trigger the survey to be sent.

   2. Did the customer profile attached to the job have the Job Notifications toggle enabled for the relevant contact at the time the job was completed or whenever the initial review request was triggered?

      1. Note: Reputation Management only considers the Job Notifications toggle on the customerprofile, not the one on the job page.

   3. Is the survey that appeared to trigger the initial review request still active and in a Live status on the Review Generation page?

2. If the answer to any of the above criteria (1a-1c) is No, then it’s expected that the review request cannot be manually resent. If any of the above criteria weren’t met, then the initial review request would not have been sent to the customer. Even if the issue that prevented the initial survey from being sent is resolved, the manual resend for that job will still not work because there was no sent survey, to begin with, so there’s nothing for the system to resend.

3. If the answer to all of the above criteria (1a-1c) is Yes, then reach out to ServiceTitan Support for further assistance.