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Why am I not able to collect the customer email from CodeTwo surveys?
Why am I not able to collect the customer email from CodeTwo surveys?
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Written by Simplesat
Updated over a week ago

Simplesat's survey embed utilizes CodeTwo's placeholders within a dynamic URL. When an email containing a Simplesat survey is sent, CodeTwo recognizes placeholders and substitutes them with actual customer details. This process allows us to capture the information and associate it with the survey response.

However, there have been instances where customer details weren't captured and linked to the survey response. Consequently, the feedback appears as anonymous in Simplesat. We found that the common cause is the encoding on the survey URL changes from {Recipient address} to %7BRecipient address%7D. The brackets enclosing the Recipient address placeholder are being converted from ASCII ({TEXT}) to URL encoding (%78TEXT%7D), which causes the survey to break and prevent us from capturing the survey respondent's information.

If you encounter this issue, access your CodeTwo account, find the email template containing the survey, and manually edit the {Recipient address}. Ensure that the formatting is accurate before saving the template. To confirm it's working, you can send a test email to yourself, submit a test feedback, and check if the feedback details contains your information.

If the issue persists, please let us know, and we'll be happy to help troubleshoot. πŸ˜‰

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