Offboarding/Exit timeline example

Offboarding or Exit surveys run at a specific point in an employee's journey with you. This page uses a 30-day sending period as the example. The same logic applies for 14, 7, 5, 3, or 1 day periods.

If you have automatic adding turned on

This is the easiest setup. You enter the employee's end date into your participant library and AskYourTeam handles the rest.

• More than 30 days from their end date → Enter the employee's end date into your participant library.
• 30 days from their end date → They're automatically added to the survey and sent an invitation by email or SMS.

What if an end date is entered late?

Sometimes you'll only learn an employee's end date after they've already left. Here's what happens:

• Still more than 30 days away (e.g. they leave 45 days from now): no action needed. They'll be picked up automatically when the 30-day mark approaches.
• Inside the sending period or just past it (anywhere from 30 days from now to about 7 days ago): they'll be picked up on the next daily run, usually within 24 hours, and the invitation will go out within 10 minutes after that.
• Well past the end date (more than about a week ago): you'll see a banner at the top of your participant library inviting you to Review them. Add them in two clicks and the invitation goes out within 10 minutes.

Late end dates are highlighted in the Participant Library.

If you have automatic adding turned off

If you've turned auto-add off for your offboarding survey, you'll do all the adding manually.

• More than 30 days from their end date → Manually add the employee to the survey and enter their end date.
• 30 days from their end date → They're automatically sent an invitation by email or SMS at the time the survey is configured to send.

If you add the employee to the survey after the 30-day mark, the invitation goes out within 10 minutes of the moment you add them.

Why a participant might be missed and what to do

Even with automation on, the system might not auto-invite a participant. The most common reasons:

• Their end date was set well after they left. Auto-add only looks at people whose end date falls inside a specific window (typically from about a week ago to your sending-period mark in the future). Anyone outside that window is too far away for the nightly run to reach.
• Their end date is far in the future. Auto-add only looks ahead by your sending period. Someone whose end date is 60 days away won't be added yet. They'll be picked up automatically once the date moves inside the window.
• They have no email and no mobile number. Auto-add needs at least one contact method.

• They already exist on the survey under a duplicate email, mobile, or customer identifier. The system skips duplicates so people don't get two invitations.

  
  

Recovering missed participants

The participant library shows a banner when there are participants in your library have a end date in the last 12 months and missed the invitation sending period set in your offboarding survey.

Click Review to open the Participants needing review modal.

1. Tick the participants you want to act on.
2. Choose one of the actions:
   • Add to survey. Adds them to the active offboarding survey and sends their invitation within 10 minutes. If you have only one active offboarding survey, that's where they'll go automatically. If you have more than one, you'll be asked to pick.
   • Skip these participants. Marks them as decided-against. They won't appear in the banner again. You can still add them manually from a library row later if you change your mind.
3. Click Confirm.

A toast appears in the bottom-right corner of the page confirming what happened. For Add, the toast links to Respondent notifications so you can check delivery status. To get to that page later: open the survey, click the three-dot menu, and choose Respondent notifications.

Why an "Add to survey" might fail

Most adds work first time. If the toast says some participants couldn't be added, here are the usual reasons:

• They were just auto-added by the nightly run. If the nightly job ran in the few minutes between you opening the modal and clicking Confirm, the participant is already on the survey. Your add tried to create a duplicate. No further action needed. Check Respondent notifications to confirm they were invited.
• The survey was closed or deleted between opening the modal and confirming.
• Their end date was cleared from the library record after you opened the modal.
• Their library record was deleted after you opened the modal.
• Your account is at its participant limit. Adding more would push the survey past the cap on your subscription.
• A duplicate email or mobile number already exists on the survey under a different person. The system blocks this to prevent crossed wires.

If you see a participant in the failure list and none of the above explains it, contact support. Include the survey ID, the participant's customer identifier or email, and a copy of the toast message.

Will I be notified when the participant completes the survey?

Yes, if you've set the survey up to notify you. To enable notifications:

1. Go to Surveys and find your offboarding survey.
2. Click the three-dot menu and choose Edit.
3. Open the Communications tab.
4. Find the question "Who should we notify when someone completes this survey?" and select an option or enter your details.