This article covers cases where a specific participant did not receive an engagement survey email or SMS notification after a campaign launched.
Diagnose
Work through these checks in order to identify the cause.
Check 1: Participant list inclusion Cause: The employee was not added to the participant list before the campaign launched.
How to check: In Engage, open the campaign and navigate to the Participant List. Search for the employee by name or email.
If true: The employee is missing from the list — see Fix 1.
If not: The employee appears in the list — move to Check 2.
Check 2: Deactivation or survey-receipt status Cause: The employee is in the Active Employees list but their setting to receive surveys is not set to Yes.
How to check: In the Participant List, locate the employee and review their survey-receipt status.
If true: The setting is not enabled — see Fix 2.
If not: The setting is enabled — move to Check 3.
Check 3: Contact data accuracy Cause: The employee's email address or phone number is incorrect in the system.
How to check: In the Participant List, open the employee's record and review the email address and phone number on file.
If true: The contact data is missing or incorrect — see Fix 3.
If not: Contact data is correct — escalate using the path in "If It Still Fails" below.
Fix
Fix 1 — Employee missing from participant list
- Confirm whether the employee exists in 15Five at all.
- If the employee does not exist, add them to 15Five before the next campaign.
- If the employee exists but was excluded, add them to the Active Employees list in Engage.
- Note: adding an employee after a campaign has launched does not retroactively send the launch notification — they will receive the next scheduled reminder.
Fix 2 — Survey-receipt setting disabled
- In Engage, open the Participant List.
- Locate the employee record.
- Set the option to receive surveys to Yes.
- Save the change.
- The employee will receive the next scheduled reminder notification.
Fix 3 — Incorrect email or phone number
- In Engage, open the Participant List.
- Locate the employee record.
- Update the email address or phone number to the correct value.
- Save the change.
- The employee will receive the next scheduled reminder at the corrected address or number.
What Resolution Looks Like
After applying the correct fix, the employee appears in the Participant List with an active status, survey-receipt set to Yes, and valid contact data. They receive the next scheduled reminder notification for the campaign.
If It Still Fails
Contact 15Five Support at support@15five.com. Provide the following information:
- Campaign name and start date
- Employee name and email address
- Which notifications the employee was expected to receive
- Which fix steps were already attempted
Not Covered Here
This article does not cover how to configure notification types (email vs. SMS) or set reminder schedules for a campaign.