Overview
This article explains how managers can send specific questions to individual or multiple users within Cognexo.
Prerequisites
- Manager-level credentials
- Active Cognexo account access
Procedure
Step 1: Log in to Cognexo
- Open Cognexo.
- Log in using your manager credentials.
Step 2: Navigate to User Administration
- In the top-right corner, click your initials.
- Select Options.
Click Admin: Users.
Step 3: Select User Type
You can send questions to:
- Single User – Select Single User if sending to one individual.
Multiple Users – Select Multiple User if sending to more than one user.
Step 4: Search for User(s)
- Search using:
- Name
- User ID
- Select the appropriate user(s).
Click Continue to Task Selection.
Step 5: Select and Send Questions
- Select Send Specific Questions
- Click Proceed with Task
- Click Confirm Task Execution
- Choose the relevant Topic from the dropdown menu.
- Select a specific Question from the dropdown
- OR select Send All Questions if applicable.
- Click Confirm.
Select Queue Questions to User.
Expected Outcome
The selected questions will be queued and sent to the chosen user(s).
Troubleshooting: Why Are My Users Not Receiving Questions?
If users report they are not receiving questions, work through the following checks before contacting support. Most delivery gaps fall into one of five causes.
| Most likely cause | How to check and fix it |
| Topic has expired | Go to Management → Topics & Question Management and check the topic's expiry date. If it has expired, the topic will no longer deliver questions even if the campaign is still active. Contact support to extend the expiry date. |
| Campaign is paused or toggled off | Go to Management → Campaigns and check whether the campaign that includes the topic is toggled on. If the campaign is disabled, questions will not be delivered even if the topic is active. |
| Topic-level audience is overriding the campaign audience | A topic-level audience limit inside a campaign will override the master campaign audience. This is the most common cause of "some users getting questions but not all." Go to the campaign, open the topic, and check whether a topic-level limit is applied. If the user is not in that limit, they will not receive questions from that topic. |
| User is disabled or their question delivery is paused | Go to People, find the user, and check their account status. If they are disabled, re-enable them. If their questions are paused (e.g., due to long-term leave), resume delivery from User Management. |
| Part-time working day settings are incorrect | Go to People → the user's profile → User Management → Learner Question Settings. Check that the correct working days are toggled on. If all days appear enabled but the user is part-time, toggle off their non-working days. See the Part-Time Users article for more detail. |
| 💡 Tip | If an entire audience of users has stopped receiving questions at the same time, the most likely cause is the campaign being toggled off or the topic having expired. If only some users in an audience are affected, the most likely cause is a topic-level audience override. |
| Issue | Resolution |
| Cannot see "Admin: Users" | Confirm you are logged in with manager credentials |
| User not found in search | Verify spelling, email, or user ID |
| Unable to queue questions | Ensure a topic and question (or "Send All Questions") has been selected |
| Questions queued but user says nothing arrived | Check the user's email is whitelisted and not going to junk. Check their working day settings. |
Summary
Managers can send questions manually via Options → Admin: Users. For ongoing delivery, questions must be set up in a campaign linked to an audience. If users stop receiving questions unexpectedly, work through the five-point troubleshooting checklist above before contacting support.