When setting up your NPS campaign you will have the option to select who the NPS survey is sent from and that field is called "Send Message From". If you select "Account Owner" and the "Account Owner" doesn't have their emails synced then the email will not be sent. The email will be stored in the "Waiting for approval" folder on the "Conversations" module (See image below).

If you look in the top right hand corner of the conversation you will see a red triangle with a white exclamation mark and if you hover over that icon you will see the following error message: "Send error: Access to Gmail account not enabled yet for the sender!".

The "Account Owner" needs to sync their emails. In order to sync your emails in Planhat, you need to do the following:

1. Go to your profile page

2. Go to the emails tab, located top middle on the page

3. Select: "Enable Email Sync".

4. Select the folders you would like to sync (emails in folders not selected will not be synced) and click on "Save". It can take up to 15 minutes for all emails to appear in Planhat.

As soon as you have synced your emails you just need to locate the email in the "Waiting for approval" folder and click on the tick mark icon to approve the email. That's it, your NPS survey should send within the next 10 minutes.👍