How Survey email suspension works

• Prevent guests from receiving duplicate or excessive survey invitations
• Protect your email deliverability by reducing spam complaints
• Maintain high response rates by keeping outreach relevant and well-timed
• Match suspension rules to how your organization runs its survey program

Configuring Suspension Settings

Organization admins can view and update suspension settings directly in the platform under Settings > Email Suspension. For step-by-step instructions, see Configuring Email Suspension Settings.

Suspension Level

The suspension level defines how broadly the system checks whether a guest has already received a survey invitation recently. There are four options:

• Organization: A guest won't receive any survey invitation from any survey across your entire organization within the suspension window. This is the broadest and most protective setting.
• Brand: A guest won't receive another invitation from any survey within the same brand.
• Entity: A guest won't receive another invitation from any survey tied to the same property.
• Survey: A guest won't receive another invitation from the same specific survey. This is the most permissive setting. They could still receive invitations from other surveys in your organization.

Note: The default suspension level is Organization. It's the most conservative option and the recommended starting point, since guests typically find it frustrating to receive multiple survey invitations from the same company in a short period.

Suspension days

The suspension days setting defines the length of the suspension window in days. A value of 30, for example, means the system won't send a survey invitation to a guest who already received one in the past 30 days, within the scope defined by the suspension level.

How the Two Settings Work Together

The suspension level and the suspension days combine to form one rule. Here are two examples:

• Suspension level: Survey / Suspension days: 30 days -- A guest won't receive a second invitation from the same survey if they were already contacted in the past 30 days. Invitations from other surveys in your organization can still reach them.
• Suspension level: Organization / Suspension days: 30 days -- A guest won't receive any survey invitation from your organization if they were contacted in the past 30 days. This is the most protective combination.

Which Setting Fits Your Program

If you're not sure which configuration is right for you, the guidance below can help you figure out what to ask for when you contact support:

• Organization is a good fit when your surveys target similar guest segments and you want to avoid any overlap. It's the default for a reason.
• Survey makes sense when you run multiple surveys for clearly distinct guest segments or contexts, and those surveys are intentionally independent of each other.
• Brand or Entity works well for organizations with layered structures where suspension at the brand or property level is more appropriate than a single organization-wide rule.

Viewing Suspension Settings in Survey Manager

When opening the Distribution drawer for an entity in Survey Manager, all users with the Survey permission can see the active suspension configuration at the bottom of the drawer:

• Suspension Level: the currently configured scope
• Suspension Days: the current cooldown period

These fields are read-only in this context. To change the configuration, go to Settings > Email Suspension.

Why This Matters

Over-emailing guests has real consequences. Response rates drop. Guests opt out. Spam complaints accumulate and affect email deliverability across the entire sending domain, not just for individual surveys. Getting the suspension configuration right is a small step that protects the quality of your survey program and the value of the feedback you collect.