Troubleshooting Random Triggers

Our Random Trigger function is very advanced. For a whitepaper outlining how we created the algorithm behind it click here.

Random Triggers should usually go off without a hitch. However, there are some exceptions and configuration errors that could lead to these triggers not firing.

If you set your survey to have 10 prompts, 10 prompts should go off. However, for this example, let's say a trigger is set up with a duration from12pm to 10pm with 10 prompts.

At 4:45 a participant has received 4 of the prompts. If I now edit the trigger on the researcher website, the phone will re-generate all 10 times for the 12-10 period. This could mean that, though on the first generation, there were 4 prompts before 4:45 and 6 after, on the second, you may get 5 before and 5 after, so only 5 more prompts will go off for a total of 9, even though from the phone's point of view, it scheduled itself correctly for what it essentially 2 triggers. Depending on combinations of the times mentioned, editing a random trigger while it is in the middle of its time range could result in getting one additional or missing one prompt. In general, when the phone schedules the random trigger times, it generates the full number of times but only schedules the ones that are in the future from that moment. This also means that if you're very unlucky, refreshing a study for the first time after the trigger was created, if the trigger's range had already started at that moment, it's possible for one of the prompt times to already be in the past and therefore not fire.