If a client's SmileBack survey responses don't appear in a Deliverable, the cause is usually one of the following: the Deliverable shows older data, the responses fall outside the section's data period, or the client isn't matched to its SmileBack client. Work through the checks in order.

How SmileBack data gets into a Deliverable

SmileBack data appears in the Client Experience section of a Deliverable. When the section's data is generated, CSAT, NPS, and project survey responses are pulled from SmileBack for the SmileBack client matched to your client.

The section shows data as of the last time it was generated. It doesn't update on its own, and a published Deliverable doesn't change until you unpublish it and refresh it.

How to refresh the Deliverable's data

Start here. Responses that arrived after the Deliverable was created or last refreshed don't appear until you refresh it.

1. Open the client's Deliverables page. (Client picker > client name > Engage > Deliverables)
2. Click the name of the Deliverable.
3. If the Deliverable is published, click the overflow menu at the top of the Deliverable, then click Unpublish.
4. Click the overflow menu at the top of the Deliverable, then click Refresh all.

To refresh only the Client Experience section, click the overflow menu beside the section in the Sections panel, then click Refresh data.

When the refresh finishes, review the section, then publish the Deliverable again.

How to check the section's data period

The Client Experience section only includes responses from its data period, counted back from the date the data was last refreshed.

1. Open the Deliverable. If it's published, unpublish it first.
2. In the Client Experience section, click the settings (gear) icon beside SmileBack.
3. Under Data Period, choose Last 30 days, Last 60 days, or Last 90 days.
4. Refresh the section's data.

If a response is older than 90 days, it can't appear in the section.

How to confirm the section includes SmileBack

1. Open the Deliverable and check that the Sections panel includes Client Experience. If it doesn't, click Add Section and add it. For steps, see Adding and configuring Deliverables sections.
2. Click the settings (gear) icon on the Client Experience section and confirm that SmileBack is turned on.

How to fix an unmatched client

If the editor says the Client Experience section has no data and will be left out, even though the client has SmileBack responses in the data period, there's no SmileBack client matched to this client.

Clients are matched across integrations by exact name. If the client's name in SmileBack is different from its name in your PSA or RMM (for example, "Acme Inc." and "Acme"), SmileBack data lands on a separate client record instead of the one you're reporting on.

To fix it, do one of the following:

• Merge the duplicate client records. Keep the client your Deliverable belongs to as the destination client. For steps, see Merging and renaming Clients (New UI).
• Rename the client in SmileBack so it matches the name of the client you're reporting on exactly, including punctuation.

Then sync SmileBack and refresh the Deliverable:

1. In ScalePad, click Integrations, then click SmileBack.
2. Click Sync Now and wait for the sync to finish.
3. Refresh the Deliverable's data.

For more help finding duplicate clients, see Data Troubleshooting: too many clients.

How to check the SmileBack connection

If the section shows "The integration data could not be loaded. Please review the integration connection and try again.", SmileBack data can't be loaded.

1. In ScalePad, click Integrations.
2. Check whether SmileBack appears under Failing Integrations and review the failure reason.
3. If the connection has expired, reconnect SmileBack. For steps, see Integrating with SmileBack.
4. Refresh the Deliverable's data.

How to hide the project rating

You can hide the Project rating tile from the Client Experience section without removing the rest of the SmileBack data.

1. Open the Deliverable. If it's published, unpublish it first.
2. In the Client Experience section, click the settings (gear) icon beside SmileBack.
3. Turn off Project rating.

Changes save automatically. You can also turn off CSAT trend or Recent feedback the same way.

Still missing data?

Submit a support ticket and include:

• The client's name in-app and in SmileBack
• The name of the Deliverable
• The approximate dates of the missing responses
• A screenshot of the Client Experience section