Experiencing problems? Try these troubleshooting steps.

Why are there so many Humans?

If a user doesn't leave their contact details when responding to your videoask, any responses you receive from them will appear in your videoask inbox anonymously as "Human" responses.

When you create a videoask, you have the option to collect contact details from your respondents. You can choose to make this a required step, or allow your respondents to choose whether to leave their details.

If you do not enable the contact form, then all respondents to your videoask will appear anonymously as "Humans", because there is no other way to identify them. 🙂

A VideoAsk inbox with the contact form disabled:

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If you've enabled the contact form but you're still seeing a lot of Human responses, this is because the respondent chose not to leave any contact information.

In this situation, the respondent can still submit a text, audio, or video response (providing you didn't make contact form fields required) but they will appear as a "Human" in your inbox and the Reply button will be deactivated.

A VideoAsk inbox with the contact form enabled, but with some responses without contact details:

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Keep in mind that VideoAsk works differently than traditional online forms, where a final "submit" button sends all answers to the server at once.

When a respondent interacts with your videoask, their answers are sent to the server upon completion of each step, rather than all at once at the end.

This means that you will still receive answers in your inbox even if the respondent didn't answer every single step (resulting in "incomplete" answers or "Humans").

For example, let's say we've created a 3-step videoask with our required contact form placed after step 2: our respondents can answer steps 1 and 2 of our videoask and their answers will be sent to our videoask inbox after each submission.

However, if they choose not to complete their contact details after step 2 and click out of the videoask, we'll have no way of capturing their contact information and they'll appear as "Humans" in our inbox. They won't be able to progress to step 3 of our videoask and we won't be able to reply to them.

Minimize the number of "Human" responses 

There is no way to guarantee people will want to give out their contact details. However, here are a few suggestions that can help:

  • Add a step explaining why you are collecting contact information and how you will use it.
  • Enable a consent checkbox.
  • Experiment with where the contact form is placed in your videoask, so respondents aren't immediately asked to give their contact details on the first step of your videoask before interacting or engaging.
  • Make contact form fields required.

How to make contact form fields required

1

Click Build to open the videoask builder.

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2

Click the Contact form icon

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3

Here you can choose which fields to enable and whether they are required or optional.

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4

Click the Eye icon to enable or disable a field. 

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5

Click the * icon to make a field required or optional.

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6

If you have enabled the phone number field, you can choose to set a default country code. This will save your respondents the time of manually selecting this each time if most of your respondents will be from the same country.

Click Set default country code and select the code from the dropdown menu.

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7

If you would like to collect consent when respondents submit their contact details (and any other information to your videoask), enable the Ask for consent field.

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When you do, dummy consent text will be added to your form. Make sure to update this with your specific terms!

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When finished, click Done. Now when respondents see your contact form, they will have to enter their contact details and give consent for any required fields before they can proceed with the rest of your videoask.

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