Why responses are not delivered

Why responses are not leaving the survey

A silent integration has several different causes, each with a different fix. Work strictly in order: every next step costs more than the previous one.

Reply to the person in the language they write in.

Reasons and log messages are collected in references/reasons.md.

1. Get the survey id

Nothing can be done without it. If the survey was named in words, find it with get_quiz_list and confirm it is the right one before changing anything.

2. Read the state: get_quiz_integrations

It returns Telegram, Zapier and Google Sheets with a ready-made reason in the blocked field. This covers most requests and costs nothing. The response also lists channels SurveyNinja does not offer; ignore them.

Reason	Meaning	What to do
blocked_by_tariff	not included in the plan	state it plainly and stop, see the rule below
not_connected	no connection at all	Telegram: offer manage_quiz_messenger activate, which returns the bot link the person adds to their chat; Google Sheets and Zapier connect in the app: give the steps
disabled	connected, sending switched off	ask whether that was deliberate; enable only with consent
empty	settings are fine	go to step 3

Email notifications and webhooks are not in this response. They have their own checks, see steps 5 and 6.

3. Find the refusal

Each channel shows its cause in a different place.

Telegram: get_integration_logs with integration telegram. The refusal text is there (bot removed from the group, chat deleted, topic closed), and the unsent counter shows how much is waiting.

Google Sheets: manage_quiz_google_sheets with the show action. It shows whether access to the Google account is alive, the refresh mode and when the last export happened. Two common causes:

• access to the Google account was revoked, or the table was deleted: the person reconnects the table in the app, because that needs a Google sign-in;
• nothing is broken, the refresh mode is scheduled (once a day) or manual, so rows appear later or only on command. Explain it and ask whether to switch to realtime with "set_sync_mode".

Zapier: manage_quiz_zapier with the show action. It shows whether sending is on and how many zaps are subscribed. Zero zaps means the zap was deleted or turned off on the Zapier side. SurveyNinja keeps no log of what Zapier did next: the run history is in the person's Zapier account, under the zap's history.

4. Resend only after the cause is fixed

• Telegram: resend_integration_logs, one entry by log_id or every failure over a period.
• Google Sheets: manage_quiz_google_sheets with sync_now pushes what piled up. "export_all" re-exports every answer; ask where to (a new file, a new sheet, or replace, which overwrites the current sheet) before running it.
• Zapier: once the zap is back on in Zapier, new responses flow again. There is no resend from the survey side.

Resending while the cause is alive is pointless: the same refusal repeats and the log fills with noise. The person fixes their side first: returns the bot to the group, restores access to the table, turns the zap back on.

5. Email notifications

get_quiz_email_settings: is the notification on, is each address confirmed (the checked field) and switched on. An address that was added but never confirmed receives nothing, while the settings look complete. That is the most common cause: ask the person for the code from the letter and confirm it with confirm_quiz_email_recipient. A recipient or the whole notification switched off is turned back on with toggle_quiz_email_recipient or toggle_quiz_email, after asking. If everything is confirmed and on, ask the person to check their spam folder.

6. Webhooks separately

get_quiz_webhooks lists the webhooks, whether each is on, and whether one switched itself off after a run of failed deliveries. get_quiz_webhook_logs is the delivery log with the receiver's response code. resend_quiz_webhook_log resends after the receiver is fixed, and toggle_quiz_webhook turns a self-disabled webhook back on.

Header values in responses are masked: they hold access keys to someone else's system. Do not ask the person to read them out, and do not offer to rewrite headers "to test": passing headers to an update replaces the whole list.

What to say at the end

Three things: which channel is silent, for what exact reason, and what the person needs to do. If the cause was fixed and the backlog resent, say how many went out.

What not to do

• Do not suggest a plan upgrade or lead to payment. When the plan blocks a channel, name the reason and stop.
• Do not enable sending yourself. A disabled integration is often disabled on purpose.
• Do not resend "just in case". See step 4.
• Do not delete an integration to "reset" it. Deleting Zapier removes its subscriptions, and the zap has to be rebuilt in Zapier; deleting a webhook loses its headers and log.