FAQ and troubleshooting
Quick answers before opening a support ticket. Each item links to deeper procedures.
Video
Who can do this
All users.
What you'll accomplish
- Resolve common blockers independently
- Know when to escalate to Owner/Admin
Step-by-step procedure
Setup
Where do I start? → Set up your workspace.
Settings link missing? → Roles and permissions and Workspace modules.
Messaging
Email will not send? → Integration, Email domain, Credits.
Which inbox URL? → Always unified Inbox at /inbox.
SMS failed? → Check Sender Number and credits.
Automation
Workflows vs Smart Flows? → Use Smart Flows only in training.
Form not creating contacts? → Triggers and forms mapping.
AI
Generic AI answers? → Complete Knowledge Hub.
Voice agent silent? → Retell Credentials on agent record.
Social
Post failed? → Reauth under Integrations; check Failed Publishes.
Billing
Features limited suddenly? → Subscription Plans and credits balance.
Extended guidance
If FAQ links do not resolve the issue, capture screenshot, URL, role, and timestamp before support. Many errors are permission or module gates—not product defects.
More quick answers
Deals pipeline empty? → Confirm date filters and that deals module enabled for your role.
Smart List count zero? → Refresh filters; verify contacts meet all AND conditions.
Board task not visible? → Check board membership and My Tasks vs team board.
WhatsApp template rejected? → Open Templates in WhatsApp Business; read Meta rejection reason.
Calling campaign stuck? → Inspect credits and Retell Credentials on assigned AI Employee.
Social post scheduled but missing? → Check Scheduled Posts timezone vs workspace timezone.
Report numbers differ from CRM list? → Reports use snapshot filters; align date range and owner scope.
Cannot delete contact? → May need Admin; check linked deals or compliance hold.
Invitation email not received? → Admin resends from team settings; check spam.
Knowledge Hub upload fails? → File type/size limits; try PDF split.
Inbox thread wrong assignee? → Use Assign action; verify team permissions.
Export CSV empty? → Widen filters; confirm role can view rows exported.
Practice scenarios
Support drill: resolve three simulated tickets using FAQ links only—time to resolution under 10 minutes each.
Sandbox validation
Repeat the procedure in a test workspace or with two internal colleagues before customer-facing launches. Document who approved each step (marketing, legal, ops). Screenshot Verify your work outcomes for audit trails. When something fails, capture the URL, role, timestamp, and exact UI label clicked—Support resolves tickets faster with that context. Re-read See also links after your first successful run; adjacent topics often cover edge cases you have not hit yet.
Team rollout checklist
Assign a single owner for this workflow per workspace. Schedule a 30-minute handoff training with screen share. Add the See also links to your internal Notion or wiki. Re-verify after each major product release (labels move occasionally). Pair junior staff with a senior reviewer for the first live execution. Log lessons learned in your team retro—especially permission surprises and integration timeouts.
Keep learning
Bookmark this page and the Product module map. After major releases, re-walk Step-by-step procedure—UI labels move occasionally. Share feedback with your workspace Admin so Help stays aligned with how your team actually works.
Verify your work
- Linked topic resolves issue without ticket
- FAQ shared with new hires during onboarding
Tips
Search Help (Cmd/Ctrl+K) with exact UI labels like Create Campaign for fastest match.