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Quarantine Period
What is a quarantine period? A quarantine period is a pre-set period during which a customer will not receive another survey.
Participants with a quarantine status will not receive the emails they were originally quarantined for, even after the quarantine period has passed. Once the quarantine expires and they are uploaded again as participants, they will receive a new email (based on the new upload).
Example:
Imagine a quarantine period that is set to 1 week. Joanne receives a survey from your company but has another interaction with your company within that same week. Now, whether Joanne responded or not, she will not receive the second survey as the quarantine period was set to 1 week. This avoids Joanne finding the surveys too spammy and deciding to unsubscribe or report them as spam and will help you engage further in the future.
A different quarantine period can be set up for every touchpoint.
Four steps to setup a quarantine period for your touchpoint.
On the home page of your Hello Customer account, click on the touchpoint settings of the touchpoint you want to work on.
Or go to the touchpoint setting page and select the touchpoint you want to work on.
Click Edit in the General Configuration section.
If your touchpoint is already running you'll need to take it offline first by typing the word OFFLINE.
IMPORTANT: Do not forget to re-activate your touchpoint once you changed your settings in the touchpoint settings page!
Navigate to the Anti-spam tab located on the Settings section of the Edit Touchpoint page. There you can enable a quarantine period and select a period of time (1 day by default) from the dropdown that appears after the enabling of the quarantine period (or add it to a quarantine group).
After enabling the quarantine period, you get the option to set a reminder period. The reminder period option only appears when a quarantine period has been set.
What is a reminder period? It is a pre-set period of time after which the participants who have received a survey but haven't answered it, will be sent a reminder of the survey so they can fill it up.
Note:
The quarantine period needs to be longer than the reminder period.
Once the configurations have been changed, you can publish the touchpoint (it will be active again) or keep it as a draft (you don't want it online because there are more changes to be done).
