If you’ve been waiting on a call and the other person hasn’t joined, we recommend waiting at least 10 minutes before considering it a "no-show".
While this can be frustrating, it does happen from time to time, so we've created guide below on how to handle this in Engage.
- How to handle a participant no-show
- How to handle a researcher no-show
- What if the participant wasn’t suitable, or gave false information?
- What if I dispute a review?
How to handle a participant no-show
Once you’ve joined a call as a researcher and waited 5 minutes past the scheduled start time, you'll be shown a pop-up that invites you to send a reminder to the participant if they haven’t yet joined.
This will send them an email and, if we have their phone number, a text message.
If the other participant hasn't arrived after 15 minutes, you’ll be prompted to end the interview.
From here you can select the Participant no-show review option which prevents the participant from being compensated.
This interview will be added back to your balance, and if you’re recruiting from Hotjar’s participant pool, we’ll begin the process of finding a replacement for you.
The participant will also be blocked from taking part in interviews for seven days.
How to handle a researcher no-show
If the researcher hasn’t joined the call, we recommend waiting 10 minutes past the scheduled start time to see whether the researcher shows up. It’s a good idea to check your email while you wait to see whether the researcher has reached out.
Once 10 minutes have passed, you can end the call and select the Researcher no-show review option.
What if the participant wasn’t suitable, or gave false information?
If you suspect that the participant gave false information, either in their profile or their screener responses, politely end the interview, ideally within 10 minutes of the scheduled start time.
You can then select the Participant no-show review option. The same process can be followed if the participant is having technical issues that prevent the interview from running smoothly.
Engage Support will review this and take any necessary action to maintain the highest level of integrity and accuracy in the participant pool.
What if I dispute a review?
Disputes are sent to the Engage Support team to be resolved. Here are some of the circumstances which cause an interview to be disputed:
- The researcher and the participant give conflicting reviews. For example, the participant says it was a researcher no-show, and the researcher says it was a participant no-show.
- The researcher marked an interview as a participant no-show, but we can see that the researcher and participant were connected for more than 10 minutes.
To investigate the issue, Engage Support will speak with the people involved and review the available information to come to a fair resolution.