You may sometimes receive a notification even when a customer is satisfied. In most cases, this is related to your notification settings or to how the “Satisfaction determinant” is configured in a sequence.
Check your notification settings
Click your name in the top-right corner.
Click “Settings”.
Go to the notification settings.
In the “Sequence Responses” menu, check whether notifications are enabled.
If notifications are enabled and you do not want to receive one every time a survey is completed, disable them.
Check the “Satisfaction determinant” in the sequence
If the issue continues, some questions in your sequences may be marked as “Satisfaction determinant” when they should not be.
Open the sequence involved.
Go to the “Questions” tab.
Find the relevant question.
Uncheck “Satisfaction determinant”, then save.
If this setting is misconfigured, InputKit may interpret a response as dissatisfied or trigger an alert even when that is not the case.
To learn more about the Satisfaction determinant, see this article 👇
If you have any questions, feel free to contact us via the chat.