The dispatch queue
The dispatch queue is the outbound message list for your surveys. Every invitation you send — by email, SMS or Viber — becomes a queue item that waits its turn, gets sent at the right moment, and then carries a status telling you what happened. The queue is where you watch all of this unfold and step in when you need to.
Items are listed newest-scheduled first and shown 25 at a time. By default you see the last 7 days, with presets to widen the window to 30 days or 12 months.
What a queue item is
Each row in the queue is a single message to a single recipient. A queue item records:
- Recipient — the email address or phone number the message goes to.
- Survey & workspace — which questionnaire the invitation is for.
- Pipeline & channel — the pipeline sending it, which fixes the channel (email, SMS or Viber).
- Scheduled at — when the item is due to be sent.
- Sent at — when it actually went out (empty until it does).
- Language — the language the recipient will receive (see below).
- Status — where the item is in its journey (see Statuses).
- Source — how the item got into the queue (see Sources).
- Metadata — extra data attached to the item, such as an order ID or a customer attribute.
Only pending items can change
A queue item can only be edited while it's still Pending — once it's processing or sent, its details are locked. So make any corrections before its scheduled time arrives.
What language means
The language on a queue item decides which version of the pipeline's message the recipient receives.
- Set a specific language and the recipient gets that translation — or your default content if that language hasn't been translated.
- Leave it on Auto detect and the platform picks the best match for the recipient, falling back to your default content when there's no match.
Keeping your pipeline's default content complete means every queue item sends a complete message, whatever its language.
Statuses
A queue item's status tells you exactly where it is. There are eleven, which group into a few easy ideas.
Waiting and in flight
- Pending — created and waiting for its scheduled time. This is the only status you can edit, abort or reschedule.
- Processing — currently being sent.
Delivered and engaged
- Sent — successfully handed to the channel (the email/SMS/Viber provider). Note this means sent, not yet opened.
- Opened — the recipient opened or clicked the message. This is your engagement signal.
Not sent on purpose
- Aborted — you manually stopped it before it went out.
- Ignored — skipped because it no longer needed to be sent.
- Blacklist — the recipient is on your blocklist or has unsubscribed, so it was held back. (You manage these in Customers → Blocked responders.)
- Quota Limit Reached — your plan's message allowance was used up, so it wasn't sent. (Check Subscription & usage.)
- Frequency Cap Hit — the recipient hit the pipeline's frequency cap, so it was held back to avoid over-messaging.
Failed
- Failed — sending didn't succeed.
- Max Retry Attempts Reached — sending was retried the maximum number of times and still didn't get through.
Sources
A queue item's source shows how it was created — useful when you're tracing where a message came from.
- Import — added by a manual CSV import.
- Bridge — created automatically by a data bridge reading a file from your server.
- Sequence — created by a follow-up sequence.
- API — created programmatically through the e-satisfaction API.
- Manual — added by hand, one item at a time.
- Recovery — created automatically by a recovery follow-up (for example, winning back an unhappy customer).
Actions on a queue item
Each item offers a few actions, shown only when they apply:
- View item details — open a read-only summary of everything about the item: status, source, language, scheduled and sent times, the recipient, the survey and pipeline, and all its metadata.
- View response details — for an item whose recipient has already answered, open the full survey response.
- Edit (pending only) — change the recipient, the language, or add questionnaire metadata.
- Abort (pending only) — stop the item so it never sends.
- Reset / reschedule — return an item to Pending and give it a new scheduled time, so it can go out again.
Adding items by hand
To queue a single message, use Add queue item and follow the cascade:
Choose where it goes
Pick the workspace, then the survey, then the pipeline — this fixes the channel the message will use.
Enter the recipient
Add the email address or phone number, validated against the pipeline's channel.
Set the schedule and language
Choose when it should send and, optionally, a language (or leave it on Auto detect).
Add metadata (optional)
Attach any questionnaire or responder metadata you want carried with the message, then create the item.
Importing recipients
To queue many recipients at once, import a CSV file.
Pick the target pipeline
Choose the workspace, survey and pipeline the recipients should be sent through.
Set the column separator
Comma is the default; switch to semicolon or tab if that's how your file is formatted.
Upload your CSV
Each row becomes one queue item. The only required column is the recipient identifier (email or phone). You can also include columns for the send time, the language, and any metadata fields.
The import runs in the background. When it finishes you can download the original file and, if any rows had problems, an error report listing exactly which rows failed and why.
Prefer it on autopilot?
If your recipient list is produced regularly as a file on your own server, a data bridge can import it automatically on a schedule — no manual upload needed.
Import history
The import history keeps a record of every import, on two tabs:
- Manual imports — your CSV uploads, each showing the pipeline, who ran it, when, the result, and downloads for the source file and any error report.
- Automated imports — every data bridge run, showing whether it was triggered on schedule, by hand or via the API, along with its result.