Advocate offers several tools to help you investigate and troubleshoot referral discrepancies, errors, or issues with individual referrals in your program. This is especially useful when managing participant questions around referral status, eligibility, and rewards.
Follow these steps to investigate a referral effectively:
Before diving into a specific referral, first review your Program Rules to understand:
What counts as a conversion (e.g., Closed Won, Purchase Event, Demo Completed)
Which events trigger emails and reward distribution
Delays or conditions, such as a 90-day qualification window
Reward caps, like a maximum number of rewards per advocate
You can find your rules by navigating to Program → Rules in Advocate.
To begin your investigation, collect at least one of the following identifiers of the participant:
Email address
Advocate Account or User ID
Use this information to search in the Participant Feed.
Open the referred user's participant record and:
Scroll down to the Events section.
Use the dropdown to switch to All Events.
Look for events that match your program’s conversion criteria (e.g., Closed Won, Appointment Set, Demo Completed).
Confirm that the event:
Was received in Advocate (via UTT, API, or an integration)
Occurred within the required time window
Matches all qualifying criteria (e.g., correct product or opportunity stage)
Back in the Participant Feed, review the Rewards section for both the advocate and referred user.
Verify that:
A reward was issued
The reward type and amount align with your program rules
If using Tango gift cards, check that the participant received an email from Tango. To confirm delivery, log in to your Tango account or contact Tango support.
If a user reports receiving an unexpected or unclear email, review your program emails to ensure messaging is clear:
Go to Program Rules → Emails.
Review which emails are triggered at each referral stage.
Select Edit to preview the email content (no need to save changes).
Common misunderstandings:
“Your referral has been accepted” often means the lead qualified, not that the referral converted
Advocates sometimes confuse referral status emails with conversion notifications
Consider improving clarity by updating subject lines or adding merge tags (e.g., referral name) for personalization. Customize your advocate program emails.
Contact support if:
Expected conversion events are missing
Emails were sent incorrectly
Rewards were not triggered despite meeting criteria
To contact support:
Reach out by submitting a ticket or emailing support.
Provide the following information:
Advocate or referred user’s email
Approximate date of the referral
Detailed description of the issue