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I have integrated Browse Box Questionnaire and it is not displayed


The new (box) format for the browse stage is a major change in the new version of e-satisfaction.com. If you have not heard about it or have not seen it yet, you can get a taste of this new format in the following snapshot

Let's go through some routine checks that you should follow if this Box questionnaire is not displayed in your website.

Check 1 - Ensure that it is active

This format by default is NOT active in your brand new profile in e-satisfaction.com, so before doing anything else, you need to activate it. To do this, you should go to the application that the issue appears on and in the Questionnaires section click on the name of the questionnaire that you want to be displayed (in the case of omnichannel retail it will be the Browse questionnaire) 

Scroll down a bit and you will find the Distribution settings and click on the "Web Integration" tab to see the following screen.

In this screen make sure that the following settings have been setup

Check Name


Browse Questionnaire is active

Active = On

Browse Questionnaire for mobile works

Mobile = On

From these settings you will be able to turn on / off the checkout questionnaire.

Check 2 - Check when it is set to be displayed

As there are several advanced rules that can be applied on this questionnaire, it would be a good idea to know and examine when these questionnaires should be displayed, by examining the Frequency Cap and Delay Cap settings (explained here). It is advised to reduce these values to plain minimum (0 minutes) and check that the box is displayed. After that you can set it back to the value you want. 

In case that you have frequency cap enabled, it would be good to make a hard refresh or use a different browser to make your tests or even clear the cache of your computer before loading the page again to see if the questionnaire is displayed.

Check 3 - Check your blacklist (or whitelist)

An extremely useful feature that lets you control when the questionnaires are displayed is the Blacklist / Whitelist functionalities, which work as follows (and described here):

  • You want the questionnaire NOT to be displayed in a specific page or similar pages => Blacklist these pages
  • You want the questionnaire to be displayed ONLY on specific pages or similar pages => Whitelist

It is advised to check your settings to ensure that the page you are trying to view the questionnaire if it is in the blacklist or if you have an active whitelist that prevents its from been displayed. Ideally, remove all settings, test and then start adding one by one the URLs in this list.

Final Step - Reach for help

If none of the above steps worked for you, we are always here to help. Try reaching out to us through c.success@e-satisfaction.com or through the chat functionality you can find on the right side of the page. 

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