Hi all,
If you've ever logged in and found someone missing, or had a line manager ask "why has my new starter stopped getting questions?" — it's almost always one of three things:
1. The integration synced them out. Most of you feed user data into Cognexo from Workday or Entra/Azure AD or other integrations, and Cognexo trusts that feed. If someone drops off the file — because their employee ID changed, they moved teams, or they're marked as on leave in a way we don't recognise — we'll mark them inactive to match. It's the integration doing exactly what it's told, but it does mean the fix has to happen upstream. Reactivating manually in Cognexo without fixing the source data just means they'll be disabled again at the next sync.
2. A data mismatch is breaking things. The next most common cause: a tag like employee ID that's slightly off. If you've got a user who keeps bouncing back to disabled no matter how many times you reactivate them, this is usually why — check the tags and ID fields first.
3. They've simply hit Full Stack. Full Stack Size caps how many unanswered questions someone can have queued at once (10 by default). Once someone hits that cap, Cognexo stops sending new questions and switches to re-engagement mode instead.
Give us a shout below if you're seeing something that doesn't fit one of these three — always happy to dig into a specific user with you.
Jamie
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