Skip to main content
Ginanash99
Contributor ⭐️⭐️
Feb 17, 2026 8:56 PM UTC

CSAT Survey question

If a participant was accidentally removed (manually Knocked off) from a CSAT Survey, can they be reinstated?

 

3 replies

romihache
romihache
VIP ⭐️⭐️⭐️⭐️⭐️
Feb 18, 2026 8:20 AM UTC

Unfortunately, I think the blanket respose is no, once they are knocked off, they are dropped from the journey.
But, the same participant can re-enter again depending on the combination of the Uniqueness Criteria Fields,  Audience Re-Entry criteria, and advanced criteria; for example: 
If your unique criteria is the Case Number, and you have nothing set up in the Audience Re-Entry and Advanced criteria, same participant (email) can enter the program again when a new Case enters the program.
Hope this helps

Translate
Continuous improvement is better than delayed perfection
romihache
romihache
VIP ⭐️⭐️⭐️⭐️⭐️
Feb 23, 2026 11:27 AM UTC

Paging two JO gurus for a quick sanity check on this ^  ​@alizee ​@dayn.johnson.

 

Translate
Continuous improvement is better than delayed perfection
alizee
alizee
VIP ⭐️⭐️⭐️⭐️⭐️
Feb 23, 2026 12:53 PM UTC

​@Ginanash99 As ​@romihache said, it depends on your participant criteria. What’s the expectation here? Would you like that participant to receive the CSAT again for the particular ticket reference? 

Translate
The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
    Terms & ConditionsAccessibility statement