Webinar feedback and Certificate

1. Purpose

The Webinar Feedback feature allows an authenticated attendee to submit feedback for the currently active webinar.

An attendee can:

View the currently active webinar.
Complete a guided feedback form.
Submit one response per active webinar.
Receive confirmation that their feedback was saved.
View or download an HTML participation certificate when certificate generation is successful.

This guide helps Support understand the attendee experience, troubleshoot common issues and provide accurate guidance to webinar owners and attendees.

2. How the Feature Works

The overall flow is:

Webinar Owner → Publishes Webinar → Attendee Opens Feedback Form → Submits Response → Feedback Is Saved → Certificate Is Generated → Attendee Views and download Certificate

The feedback response is saved before certificate generation.

This is important because a certificate-generation failure does not delete or roll back the attendee's submitted feedback.

If certificate generation fails, the certificate can be generated again later when the attendee selects View Certificate.

3. What the Attendee Sees

The dashboard contains a Webinar Feedback card.

The card behaviour depends on the current webinar state and whether the attendee has already submitted feedback.

Condition	Card Behaviour
No webinar is active	Displays “No active webinar available.”
Active webinar and attendee has not submitted feedback	Displays a Submit action
Active webinar and attendee has already submitted feedback	Displays “Feedback Submitted” and View Certificate

Only the currently active webinar is available for attendee feedback.

4. Submitting Feedback

Selecting Submit opens a guided feedback modal.

Step 1 — Attendee Name

The first step always asks for the attendee's name.

The name is required and is also used when generating the participation certificate.

Step 2 — Webinar Questions

Each configured webinar question is displayed on its own step.

Questions appear in the order configured by the webinar owner.

The attendee can:

Move forward through the questions.
Go back to previous questions.
Review or change answers before submitting.

The attendee cannot continue from a step until all required fields on that step are valid.

Step 3 — Submission

After completing all required questions, the attendee can submit the response.

After a successful submission, the confirmation screen indicates that the feedback was saved.

If a certificate is available, the attendee can select View Certificate.

The certificate can be:

Opened in a new browser tab.
Downloaded as an .html file.

5. Supported Question Types

Webinar owners can configure the following question types:

Text
Text area
Email
Phone
Single choice
Multiple choice
Dropdown
Multi-select
Rating
Yes/No
Number
Date
Time
Date and time
URL
File upload
Scale
Matrix

Validation

The feedback form validates required answers before allowing the attendee to continue.

Depending on the question type, the form also validates:

Required fields
Email format
URL format
Number minimum and maximum values
Date and time parsing
Required ratings
Completion of every matrix row

When validation fails:

An inline validation message is displayed.
The attendee remains on the current step.
The attendee must correct the invalid or missing value before continuing.

6. Support Operating Procedure

Before Directing an Attendee to the Form

Support should verify the following:

1. Confirm that the webinar is active

Open Webinar Management and verify that the webinar status is Active.

Only an active webinar is displayed to attendees.

2. Confirm that the webinar has questions

The current product requires an active webinar to contain at least one question before an attendee can submit feedback.

Although the backend can store a webinar without questions, the current attendee experience does not support submitting a zero-question webinar.

3. Ask the attendee to refresh

If the webinar was recently published and the feedback card has not appeared:

Ask the attendee to refresh the dashboard.
If necessary, ask them to sign out and sign in again.

7. Common Support Issues

Customer Report	What Support Should Check / Say
“There is no feedback form.”	Check whether a webinar is currently Active. Only one webinar can be active at a time. Publishing another webinar closes the previously active webinar.
“The form says no questions configured.”	Check the active webinar configuration. Ask the webinar owner to add at least one question and save the webinar.
“I cannot go to the next question.”	Confirm that the attendee has completed all required fields on the current step. Required fields are marked with `*`. Also check for any inline validation message.
“It says I already submitted.”	One response is allowed per signed-in user, active webinar, and organisation. The current product does not support editing or resubmitting a response.
“I submitted but don't have a certificate.”	The feedback may still have been saved successfully even if certificate generation failed. Ask the attendee to select View Certificate from the dashboard. This retries certificate generation when no certificate ID was saved. Escalate if the retry fails.
“I cannot open or download the certificate.”	Certificates are HTML files. Ask the attendee to allow the browser to open a new tab or pop-up. If downloaded, the `.html` file should be opened using a web browser.
“My answer or file is missing or looks wrong.”	Escalate the issue with the webinar title, attendee username, approximate submission time, affected question label, and screenshot. Do not request sensitive answer content unless permitted by Support policy.

8. Admin Workflow

Support or webinar owners can manage webinars from Webinar Management.

Step 1 — Create a Webinar

Create a webinar and provide:

Title
Date
Description
Questions

New webinars are created with the status Draft.

Step 2 — Configure Questions

Add and configure the questions that attendees should answer.

Questions can be reordered and configured according to the supported question types.

Step 3 — Preview

Use Preview to review the webinar configuration before publishing.

Check:

Webinar information
Question order
Question types
Required fields
Overall attendee experience

Step 4 — Publish

Select Publish to make the webinar active.

Publishing a webinar makes it the sole active webinar.

If another webinar was previously active, that webinar is no longer active.

Step 5 — Unpublish

Select Unpublish to close the active webinar.

Once unpublished, attendees will no longer have an active webinar available for feedback.

Step 6 — Review Responses

Select Responses to view submitted feedback.

The response view includes information such as:

Respondent
Organisation
Submission time
Certificate ID
Stored answers

9. Important Consideration When Editing Webinars

Editing a webinar changes its underlying webinar definition.

Avoid making significant changes to questions after attendees have already submitted responses.

Stored answers are associated with question IDs.

Because of this, changing or replacing questions after responses exist can make the relationship between previously submitted answers and the current question configuration unclear.

The current response screen may display question IDs instead of the corresponding question labels.

Recommended practice

Before publishing a webinar:

Finalize the questions.
Verify their order.
Verify required fields.
Use Preview.
Publish only after the configuration has been reviewed.

10. Certificate Behaviour

Certificates are generated after feedback has been saved.

The certificate contains the attendee's submitted name and is generated as an HTML document.

Important

Certificate generation is non-blocking.

This means:

Feedback saved → Certificate generation attempted

If certificate generation fails:

Feedback remains saved

The failed certificate generation does not roll back the attendee's feedback submission.

When the attendee later selects View Certificate, the system can attempt to generate and persist the missing certificate.

11. Known Product Boundaries

Support should be aware of the following current limitations.

Attendee Name

The attendee's name is collected directly by the feedback modal and is used on the participation certificate.

Email and phone are supported question types, but they are not automatically collected by the feedback modal.

If the webinar owner needs email or phone information, they must add the appropriate question to the webinar.

File Uploads

A file-upload question currently retains a browser File object in the submitted answer.

The file is not uploaded to durable file storage.

Therefore, Support should not promise that uploaded files can be retrieved later.

Certificate Format

Certificates are generated as HTML files.

They are not generated as PDF documents.

Response Management

The current response view does not provide:

CSV export
Search
Filtering
Bulk actions
Response editing
Certificate resend functionality

Webinar Deletion

Deleting a webinar removes the webinar record.

The current delete implementation does not explicitly show related cleanup of feedback and certificate records.

Therefore:

Treat webinar deletion as irreversible and obtain approval from the webinar owner before deleting a webinar that has existing responses.

12. Quick Troubleshooting Decision Tree

The attendee cannot see the feedback card

Check:

Is there an Active webinar?
Was the webinar recently published?
Does the attendee need to refresh or sign in again?

The attendee sees "No questions configured"

Check:

Open Webinar Management.
Open the active webinar.
Verify that at least one question is configured.
Save the webinar if changes were made.

The attendee cannot continue to the next step

Check:

Is a required field empty?
Is a value failing validation?
Is there an inline error message?
Is the current step complete?

The attendee cannot submit because they already submitted

This is expected behaviour.

The current product allows only one response per signed-in user, active webinar, and organisation.

Responses cannot currently be edited or resubmitted.

Feedback was submitted but the certificate is missing

First confirm that the feedback was saved.

Then:

Ask the attendee to return to the dashboard.
Select View Certificate.
Allow the system to retry certificate generation.
Escalate if certificate generation still fails.

The certificate does not open

Check:

Whether the browser blocked a new tab or pop-up.
Whether the attendee allowed the new tab.
Whether the downloaded file has an .html extension.
Whether the attendee is opening the file in a web browser.

14. Customer-Facing Guidance

Use the following wording when guiding an attendee through the feature:

Please submit the feedback form while the webinar is active. Your name and responses are saved when you successfully submit the form. If certificate generation is successful, you can select View Certificate from the dashboard to open or download your participation certificate.

If the certificate is temporarily unavailable:

Your feedback can still be saved even if the certificate is not immediately available. Please return to the webinar card and select View Certificate to retry certificate generation. If the certificate still cannot be generated, please contact Support.

If the attendee has already submitted:

Each attendee can submit one feedback response for the active webinar. The current feature does not support editing or resubmitting a submitted response.

15. Support Summary

The key points for Support are:

Only one webinar can be active at a time.
The attendee must be authenticated to submit feedback.
A webinar must contain at least one question for the current attendee experience.
The attendee name is mandatory and is used on the certificate.
Required fields and question-specific validation must pass before submission.
Only one response is allowed per signed-in user, active webinar, and organisation.
Feedback is saved before certificate generation.
Certificate failure does not remove saved feedback.
Selecting View Certificate can retry missing certificate generation.
Certificates are HTML files, not PDFs.
Uploaded files are not stored in durable file storage.
Submitted responses cannot currently be edited, exported, searched, or bulk managed.
Avoid changing webinar questions after responses have been submitted.
Treat webinar deletion as irreversible and obtain owner approval first.

End-to-End Flow

Admin creates webinar ↓ Webinar starts as Draft ↓ Admin configures questions ↓ Admin previews and publishes ↓ Webinar becomes Active ↓ Attendee sees Webinar Feedback card ↓ Attendee submits name and answers ↓ Feedback is saved ↓ Certificate generation is attempted ↓ Certificate is available through View Certificate ↓ Attendee opens or downloads the HTML certificate