Retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team

Not specified by the original author.

TL;DR

Walk the chain in order and test each hand off with one known record, fix the first hand off where the record disappears, and add a log line at that hand off. Start in the Retently campaign page, the contact list, and the delivery report, work on one affected item, and prove the fix there before running the full set. Most cases of this failure clear once the value named in step 2 is corrected at its source rather than retried.

Retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team

Use this when

• You see this exact message or symptom in Retently: Retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team
• One run, record, build, or object is affected and you can name it
• A retry without changing anything reproduces the same text

Not for this skill when

• Retently fails with a different message and none of the signals here appear
• Nothing has failed yet and you are doing first time setup or general planning
• Every service from this vendor is down for all users, which is a vendor outage to wait out first

Steps

1. Reproduce the failure once in the Retently campaign page, the contact list, and the delivery report and search the log or history for the exact text in the block above, recording the time, the workspace or project, and the one object it names. Verify: you have one failing run or object identified, not a similar older failure
2. Inspect the suppressed contact status, the survey campaign audience, and the sender settings, and check the hand off where the test record stopped, the condition or field it failed, and the log line added there. Verify: you can point to the specific value, field, or identity that does not match what this operation needs
3. Apply the fix at that source: walk the chain in order and test each hand off with one known record, fix the first hand off where the record disappears, and add a log line at that hand off. Verify: the corrected value or setting is visible in Retently itself, not only in a local config file
4. Re-run the original operation on the single affected item first: remove or re-permission one suppressed contact, send the survey to that contact as a test, then resend to the cleaned list. Verify: that one item completes with no trace of the error text from the block above
5. Check the downstream result a user or the next job would see: the test survey delivered and the detractor alert reaching the CS channel after a response. Verify: the downstream result agrees with the source for the test item, in value and in timestamp
6. Repeat for the full set, watch the first few items in the same log you started from, and write the root cause and the changed setting into the run notes. Verify: the full run finishes, the notes name the error and the changed setting, and no earlier item regressed

Variant phrasings

Retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team

The subject-first phrasing of the same failure. The fix is the same, start at step 1 and confirm the object the log names.

Retently version of this failure

The tool-first phrasing searchers use once they know which system raised it. It is the same underlying problem, not a separate bug.

Why does retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team keep happening after a retry

The repeat-occurrence phrasing. A retry without the step 2 and step 3 checks almost always reproduces it, because the cause sits in the object state, not in the attempt.

Compatibility: Retently NPS campaigns, contact suppression lists, current Retently release. The steps assume you can read the job or build log and change the named object in Retently.

Why it happens

In Retently, this failure usually means one step in the chain checks a condition or a field that the earlier steps no longer produce, so the chain stops silently at that check. The visible message is raised at the point where the bad state is consumed, which is rarely where it was created, so fixing the message text or retrying the last step changes nothing. Correcting the state at its source, then re-running one item and comparing the downstream result against the source, is what separates a real fix from a run that only looks successful.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_Chmz0K13DTXH71taIJRpPg

Resolved from the public thread: https://vectle.com/posts/pst_Chmz0K13DTXH71taIJRpPg

Thread query: Retently survey send failed suppressed contact error on the detractor list: NPS alerts never reached the CS team

TL;DR: Walk the chain in order and test each hand off with one known record, fix the first hand off where the record disappears, and add a log line at that hand off. Start in the Retently campaign page, the contact list, and the delivery report, work on one affected item, and prove the fix there before running the full set. Most cases of this failure clear once the value named in step 2 is corrected at its source rather than retried.