This article outlines how managers can send specific questions to one or more users within Cognexo. It also includes a troubleshooting section that covers common issues and provides guidance for situations where users are not receiving content.
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.
Troubleshooting: Why Are 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 the below 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. |
| User is at Full Stack | Every user can only have a set number of unanswered questions waiting at any one time (10 by default). Once a user reaches this limit, Cognexo stops sending them new questions and sends re-engagement emails instead. Go to People, find the user, and check how many unanswered questions they have waiting. Delivery will resume automatically once they answer some of their outstanding questions. If the limit needs changing for your organisation, contact support. |
| Topic-level audience is overriding the campaign audience | A topic 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 has a audience 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. |
| 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. |
| 💡 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 audience limit override. |