> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Sending

> When a survey reaches a guest, and how — drawn on the guest's own journey.

**Sending** shows when this survey reaches a guest, and how. It is a picture of the rules, not a place to set them: the moments belong to every survey at once and live under [Guest Feedback settings](/front-desk/settings/reviews). This tab tells you what those settings mean for the survey you are looking at.

***

## What is on the screen

**The answer, in one sentence.** The card at the top says what this survey does — *Goes out after the 2nd night.*, *Goes out twice: after the 2nd night, and 2 hours after checkout.*, *Is not sent automatically.* — and a line under it says what that means, including what goes out instead when this survey is chosen but not ready.

**The guest's journey.** A road from **Booking** through **Check-in**, the nights, **Check-out** and **Back home**, with a marker wherever this survey meets the guest. Only this survey is drawn; hovering a marker shows the full sentence.

**Two moment cards**, one for each moment a survey can be given:

| Moment              | What it holds                                                                                                                                              |
| ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **During the stay** | One of your surveys, while the guest is still with you — the moment to fix something, not to report it. Between 09:00 and 21:00 hotel time, once per stay. |
| **After checkout**  | Every departing guest gets the one-question rating request, or one of your surveys in its place.                                                           |

Each card says who holds the moment — *This survey goes out after the 2nd night.*, *"Summer stay survey" goes out here, 2 hours after checkout.*, *The one-question rating request goes out here*, or *Nothing goes out here* — and the roads it travels on: **WhatsApp or SMS**, **Email**. If the survey chosen for a moment is archived or not ready, the card says so and what happens instead.

**Change in Guest Feedback settings** is the one door to the rules.

### Sending by hand — Choose guests

On the **Questions** tab of a survey that is ready and saved, **Choose guests** opens a sheet listing everyone staying with you now, one row per person, in room order — companions included. Each row shows the contact the survey can use and a **Send** button. A row that cannot be sent to says why: *No phone or e-mail on record*, *Added from your PMS — no contact we can message*, or *Missing from your guest list, so it cannot be sent from here*.

After you send, the row reports what became of it in the system's own words — delivered, sent by SMS because WhatsApp did not deliver, or the e-mail could not be sent. Until that word is read the row says it is checking.

***

## What you do here

<Steps>
  <Step title="Read the sentence at the top">
    It is the whole answer. If it does not say what you expect, the moments are set under Guest Feedback settings, and the button at the bottom takes you there.
  </Step>

  <Step title="Give the survey a moment">
    Under **Collecting Feedback**, choose it for *During the stay* or *After checkout*. One survey per moment: choosing it replaces whatever held that moment before.
  </Step>

  <Step title="Send it to a guest who is here now">
    **Choose guests** on the Questions tab. One send per guest per survey — a second press on the same person shows the earlier send's status instead of sending again.
  </Step>
</Steps>

<Info>
  **Messages go on WhatsApp from your own number where it is connected, otherwise by SMS — never both.** E-mail is its own road, chosen separately for each moment. Guests with Russian or Kazakh numbers can only be reached on WhatsApp or by e-mail.
</Info>

<Note>
  **A third door exists for the room.** A printed code the guest scans — set up as *In the room (QR)* under [Guest Feedback settings](/front-desk/settings/reviews). It is optional: every guest already gets the survey by message.
</Note>

***

## What happens next

The guest receives a link that opens the survey in their own language. The link stays open for seven days. A guest who has already answered this survey during this stay is thanked instead of asked twice, whichever road they came by. What comes back is on [Results](/front-desk/reviews/surveys-results); a low answer alerts your team the moment it lands.