Enabling Customer Centricity

Embedded Questionnaire is not displayed


Embedded Layout

This article includes some common troubleshooting techniques to check why your questionnaire, using embedded type of integration, is not displayed.

Troubleshooting Checks

If everything goes well after the integration, the first thing you should do is test the functionality by making a purchase and in the thank you page, you should see the embedded questionnaire, as shown in the following snapshot (example of a Checkout Questionnaire from an Omnichannel application):

In the case that you do not see it, there are a number of reasons that might cause this questionnaire not to be displayed, so here is what you can do to start exploring this issue.

Check 1: Ensure that it is active

Once you login, 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 (for Omnichannel it will be the Checkout questionnaire etc.).

Scroll down a bit and you will find the Distribution section and click on the Web Integration tab to see the following screen:

From these settings you will be able to turn on and off the questionnaire. Make sure that the following settings have been setup:

Check Name


Questionnaire is active

Active = On

Questionnaire is active on mobile

Mobile = On

Check 2: Validate that you have entered the correct Questionnaire ID and Application ID during the integration

The Questionnaire ID and Application ID are two unique identifiers that are different for every application. You can find them in the following locations:

  • Application Id
    • Application Home -> Application Settings -> Application ID 
  • Questionnaire Id
    • Application Home -> Questionnaire -> Questionnaire Settings -> Questionnaire ID

To be sure that the integration has been correctly completed please validate that during the integration you have entered the correct IDs.

Depending on the type of integration you selected there are different places to spot where you can view these settings

Integration type

Check to make

Common Integration

Web Integration


Omnichannel Integrations

Step 3:  Check that you have defined a correct position for the questionnaire

Embedded questionnaires appear in a given HTML container on the website. Depending on the position type, you should define a position. Ensure that you have defined in your page an HTML container properly, as a css selectorThis is where the questionnaire will reside.

Position Type

There are 3 position types that you can choose:

  • Before. Define an HTML container and display the questionnaire exactly before this container.
  • Inside. Define an HTML container and display the questionnaire inside it.
  • After. Define an HTML container and display the questionnaire exactly after this container.

Final Step: Reach for help

If none of the above steps worked for you, you can Submit a request and we will get back to you as soon as possible.

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