The People Tab

In this article:

Suggested next articles: The Respondent History page and The Permalink Page.

Introducing the People Tab

Click the People tab to see a complete record of everyone you've ever surveyed in a CX project, including when their next survey is scheduled.Search for specific respondents or browse the entire list. No matter how you sent the survey, Email, Web, or Link, you'll find all their feedback right here. 

Need to remove someone from your list? No problem - just hit "Delete" or use the "Unsubscribe people" option. (We know, it's powerful stuff!)

The People tab's TL;DR 

Fresh Start for Each Project: Every Delighted project has its own respondent list. We don't carry over respondents from other projects or from your Delighted Surveys.

Consolidated Feedback: No matter how you gather feedback (Email, Link, Web, or Kiosk), it all shows up in the People tab for that project.

Adding contacts your way: Adding new respondents happens at the platform level, not within the People tab. Here are your options:

  • Bulk Upload: Upload a CSV file for your email list
  • Recurring Surveys: Use Autopilot to automate adding folks
  • CRM Integration: Connect Delighted to your CRM or favorite integration for seamless respondent import
  • API Access: For advanced users, leverage our API for programmatic adding

Catch the end of this video!

View the last 3 minutes of this video from our Admin training series, starting at timestamp 7:30. It's a great overview on how to manage the People page. 

The People tab is divided into three categories:

# Category
1 Active people
2 Unsubscribed people
3 Bounced people

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1. Active people

The Active people section contains every respondent that you have sent (or scheduled) a survey to — except for those who have unsubscribed or bounced.

On the Active page, you'll see the email address (or phone number) and the name of each contact, along with when their most recent survey was sent and when their next survey is scheduled (ex. Autopilot Sends). You also have the option to delete a contact.

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2. Unsubscribed people

The Unsubscribed people section contains everyone who has been unsubscribed from emails surveys. (Note: SMS unsubscribes are handled uniquely from email - see the section on unsubscribing people below for more detail).

On the Unsubscribed page, you’ll see the email address (or phone number) and the name of each contact and when they unsubscribed. You also have the option to delete each contact.

If you need to resubscribe someone, reach out to our team and we can help out!

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3. Bounced people

An email can bounce for a number of reasons, including an invalid address or a full inbox. When emails bounce, we add them to this list and don't attempt to send to these addresses again.

On the Bounced page, you’ll see the email address of every bounced respondent, their name, when their email bounced, and an option to delete the contact.

Note: If someone has been added to the bounced list in error, please send us a note!

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Viewing the Respondent History for a person

Dive deeper into your respondents! 

From the People tab, just click a name or email address. Here, you'll get the full story of their CX journey: a detailed history of their feedback and all the activity linked to their account. (Think of it as their personal CX diary! See The Respondent History page for a behind-the-scenes look.) 

On the left side of this individual page, you'll find their status, how many surveys they've tackled, any score changes, and when they're up for another one (based on those handy throttle settings).

Under the Feedback section, view all of the responses a contact has left. Clicking the response card will take you to the Permalink page for that response, where you can see the properties and other details associated with that specific response.

Under the Activity section, view a running list of every interaction you've had with a particular contact. Clicking on each interaction will give further details.

"Survey not sent due to previous bounce or unsubscribe"

Sometimes, you'll send to someone listed under the Active people tab, but under close inspection, that person is marked as Inactive. On the Activity tab, you may even see this status warning, "Survey not sent due to previous bounce or unsubscribe."

If you see this status and have questions, feel free to send us a note. We'll look into it. 

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Deleting people from Delighted CX

You can delete people from within CX or via the API.

When you delete a person from CX, all data and responses associated with them will be deleted, fulfilling GDPR ‘right to be forgotten’ requirements. Here's a list of the data that is removed once someone is deleted:

  • Surveys (including any scheduled or pending surveys)
  • Responses (scores, comments, notes, and tags)
  • Properties
  • Autopilot membership
  • Survey history
  • Links to integrations (such as Segment or Intercom)
  • Unsubscribe/bounce status

To delete a person from within CX:

Visit the "People" tab
Click on the “Delete” link → seen to the right of the person you'd like to delete
A window will appear to confirm your deletion → click “Delete this person” to proceed
The person will be deleted (This process can take a few minutes to complete)

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Unsubscribing people from CX

You can unsubscribe a single email address, or a list of addresses, at any time from the People tab. Simply click “Unsubscribe a person” along the left-hand side and enter the email address(es) to be unsubscribed. 

We also offer an unsubscribe endpoint if you're leveraging our API. This can be a great option if you'd like to automatically unsubscribe folks based on specific activity (like churn).

If you need to resubscribe a person, or group of people, let us know and we'll resubscribe them on our side!

Unsubscribing from SMS

If respondents reply to SMS surveys with an opt-out keyword like “STOP,” “UNSUBSCRIBE,” or “CANCEL,” they will be automatically unsubscribed from future CX surveys. (These keywords come from our text provider, Twilio). However, these respondents will not be listed on the unsubscribed page. If you have any questions about unsubscribing from SMS surveys, let us know!

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You can search on the People tab to find a specific contact.

To search on the People page, keep in mind:

  • Only Email or SMS numbers can be searched (names are not supported)
  • The Email or SMS number must match exactly with the Person recorded in CX (no partial searches are supported)

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