This guide covers the most common issues teams run into with AwareCX, including email delivery, SMS messaging, imports, responses, access permissions, and alerts. Many questions can be answered quickly using the steps below. If you still need help, our support team is happy to assist.
Email delivery issues
Surveys not arriving in recipient inboxes
Check recipient status
Open the Survey Send Detail page and review the per-recipient status column. Common statuses include:
- sent. The message was dispatched to the delivery provider.
- delivered. The recipient's mail server accepted the message.
- bounced. The message could not be delivered. This may occur because the email address failed validation or the receiving mail server rejected the message.
- complained. The recipient marked the message as spam.
If a contact shows bounced, their email address may be invalid or blocked by their mail server.
Verify domain authentication
AwareCX sends emails from feedback@feedback.awarecx.com. SPF and DKIM are configured for this domain. If recipients report emails arriving in spam folders, ask them to:
- Add the address to their contacts
- Allowlist the sender domain
Review suppression
A contact may be suppressed due to the cooldown window, which defaults to 30 days. If a contact was recently surveyed, they will not receive another survey until the cooldown period expires. You can verify a contact's most recent survey date on the Contact Detail page.
Send a test email first
Before launching a live campaign, use the Send Test Email button on the Survey Detail page. This allows you to confirm delivery and rendering in your own inbox.
SMS delivery issues
Survey SMS not received
Phone number format
AwareCX normalizes all phone numbers to E.164 format (for example, +15551234567). Verify that the contact's phone number includes a country code and is correctly formatted.
Quiet hours
SMS messages are delivered only between 8:00 AM and 8:00 PM.
The time window is based on the recipient's area code. If the system cannot determine a time zone, Central Time is used as the default. If you trigger a send outside of this window, the message will be held until the next allowed delivery period.
Opt-outs
If a recipient previously replied with a standard opt-out keyword (STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT), they are added to your organization's SMS opt-out list and excluded from future SMS sends. The recipient can re-opt-in by replying START or UNSTOP. The opt-out cannot be overridden manually within the platform.
Deferred for quiet hours
If a send is triggered outside the 8 AM–8 PM local window, recipients show status deferred with a scheduled send time of the next available morning. No action is required; the message will go out automatically.
Import problems
CSV or XLSX import failing or skipping rows
Required columns
Every row must include at least an email address. Rows missing a mapped email column will be skipped during validation.
File format
The import wizard supports .csv and .xlsx. Ensure the file is not password-protected and is not corrupted.
Column mapping
During the mapping step, confirm that file headers are mapped to the correct AwareCX fields:
- Name
- Phone
- Account
- External ID
- Custom Fields
Unmapped columns are ignored during import.
Duplicate handling
If a contact with the same email address already exists within your organization, AwareCX updates the existing record instead of creating a duplicate. The Validation Summary screen shows the number of new records and updated records before confirming the import.
Survey response issues
Response link not working
Single-use tokens
Each survey link includes a unique token tied to a specific recipient. Links cannot be shared or reused. If the recipient already submitted a response, the link will display a Thank You confirmation page instead of the survey form.
Expired sends
Survey links themselves do not expire. However, if the underlying survey has been deleted, the link will return a not found page.
Responses not appearing in results
Processing delay
Responses are recorded immediately, but dashboard metrics such as NPS scores, CSAT averages, and trend charts update when the page reloads. Refresh the Survey Results or Analytics page to view the latest data.
Filter state
Check the filters currently applied on the results page. Active filters such as:
- Date range
- Account
- Custom fields
may exclude a new response from the visible results.
Account & access issues
Cannot access settings or perform actions
Role permissions
AwareCX uses three customer-facing roles:
- Admin. Admins can manage surveys, contacts, settings, and integrations.
- Member. Members have read-only access and cannot invite team members, manage API keys, or modify organization settings.
- Agent. Granted alongside ResolveCX. Agents can triage tickets (assign, change status/priority, add internal notes) but cannot manage surveys, contacts, or settings.
If you require additional permissions, ask an Admin on your team to update your role.
Organization not found
If you see the message "You're not part of an organization yet.", you must either:
- Complete the onboarding flow to create a workspace, or
- Accept an invitation from an existing organization.
Team invitation not received
Check spam or junk folders
Invitation emails are sent from AwareCX and may occasionally be filtered.
Invitation expiry
Invitation links expire after a set period. If the invitation has expired, ask an Admin to resend it from Settings → Team.
Copy invite link
Admins can copy the invitation link directly from the Team settings page and share it manually.
Alert configuration
Not receiving alert emails
Alert rules enabled
Navigate to Settings → Alerts and verify that the alert rule is enabled.
Trigger type
Confirm that the trigger matches the type of feedback you want to monitor. Available trigger types include:
- Detractors (NPS 0–6)
- Low CSAT (1–2)
- Low CES (1–3)
- All three (any of the above)
- All responses (always delivered as a digest)
Recipient list
Ensure your email address is included in the rule's recipient list.
Delivery mode
If the rule is set to Digest, alerts are batched and sent at the configured interval:
- 6 hours
- 12 hours
- Daily
- Weekly
- Monthly
If you need real-time notifications, switch the delivery mode to Immediate. Note: the All responses trigger always uses digest delivery, regardless of the selected mode, to avoid flooding your inbox.
Getting help
For assistance, feature requests, or bug reports, email contact@awarecx.com.
Tip
Include your organization's name and a clear description of the issue. The support team typically responds within one business day.
Quick reference: common status codes
- pending. The recipient is queued and waiting to be processed.
- queued. The recipient is queued because the survey is currently paused.
- sent. Message dispatched to the delivery provider.
- delivered. The provider confirmed inbox delivery.
- bounced. The recipient address was rejected.
- complained. The recipient marked the message as spam.
- failed. Dispatch failed (for example, address failed verification or the provider returned an error).
- deferred. SMS-only. The message is scheduled for the next allowed delivery window (8 AM local).
- suppressed. The contact was excluded due to cooldown rules or opt-out status.
- filtered. The contact was excluded because of a custom field filter.
- unsubscribed. The contact previously unsubscribed from email and was excluded automatically.