FAQ

Uploading NPS Data to Planhat

How to upload your NPS data with the excel import template provided by Planhat

Written by Christian Dreyer
Updated over a week ago

Making Calls from Planhat

On enduser profiles you can now click a "phone" icon next to a phone number to open the browsers default dialer

Written by Christian Dreyer
Updated over a week ago

How to create & use recurring tasks in Planhat

You're able to create a task that repeats automatically in Planhat. Check this article out to learn how!

Written by Christian Dreyer
Updated over a week ago

How to send in tasks (plays) via e-mail

If you are not able to access Planhat at the moment but you'd like to add a task you're able to do so by sending it in via email.

Written by Christian Dreyer
Updated over a week ago

Difference between logging account vs license as churned

In Planhat there are 2 ways to mark churn, on the company level and on the license level. This article goes over the use cases for both

Written by Christian Dreyer
Updated over a week ago

How to Create Link Tags

Link tags are a great way to be able to have a direct link to another system, database, or important data right on the Customer 360 view.

Written by Christian Dreyer
Updated over a week ago

Using @Mentions

Collaborate with your team members and alert them of what's happening with customers, or if you need help

Written by Sarah Jones
Updated over a week ago

Merge All Duplicate Contacts/End Users

How to merge all duplicate contacts/end users and the logic behind the process.

Written by Christian Dreyer
Updated over a week ago

FAQ: How to use the "filter lock" feature

Filter lock

Written by Daniel Sternegard
Updated over a week ago

User Relevancy Score

What the user relevancy score is in Planhat and how to use it in your customer success strategy.

Written by Christian Dreyer
Updated over a week ago

Why do I not see my invitation to Planhat?

If you don't see your invitation email to join Planhat it could be in your spam folder

Written by Christian Dreyer
Updated over a week ago

Conversation Labels

How to tag conversations and notes in Planhat

Written by Sarah Jones
Updated over a week ago

What happens when I remove a team mate from Planhat?

What happens to tasks and accounts assigned to a team mate that is being removed from Planhat.

Written by Christian Dreyer
Updated over a week ago

Duplicate companies being created over the API

Why companies can be created 2x when created with the API

Written by Christian Dreyer
Updated over a week ago

How can I generate a host password for an API request?

How to pass the authorization for API Personal Access Token

Written by Christian Dreyer
Updated over a week ago

Are my account metrics being duplicated?

Learn about the chart options from source:metrics

Written by Sarah Jones
Updated over a week ago

What is a "process owner"?

How to assign a specific process to a team member without changing the owner of the account

Written by Christian Dreyer
Updated over a week ago

Does segment filter match if a property doesn’t exist?

Creating segments with custom data

Written by Sarah Jones
Updated over a week ago

Not all end-users (contacts) sent over API get added to Planhat

Why some users are not being added to your Planhat app when sent over API

Written by Christian Dreyer
Updated over a week ago

What types of files can I upload to Planhat?

You are able to upload documents to a customer profile page. The list of all the approved document formats below.

Written by Christian Dreyer
Updated over a week ago

How do I set up a webhook in Planhat?

What is a webhook and how can it be used in Planhat

Written by Christian Dreyer
Updated over a week ago

Is there a way to change the revenue metrics shown on the Insights chart when its hovered over?

How to change the metrics you see when you hover over a company on the Insights chart in Planhat.

Written by Christian Dreyer
Updated over a week ago

How to Replace Email Hyperlink With Text (MailTo:)

Email Template to include Email Hyperlink with Text

Written by Michael Machado
Updated over a week ago

Where do undelivered emails sent from Planhat end up?

Scenarios related to emails sent, e.g., "waiting-for-approval", bounce, etc

Written by Daniel Sternegard
Updated over a week ago

How do I choose between transactional vs. personal emails?

FAQ on transactional vs. personal emails, incl. use cases and selection method

Written by Daniel Sternegard
Updated over a week ago

If I delete an email in my inbox, will it stay in Planhat?

Planhat syncs your customer email communications and allows you to keep a history of them - all in one location

Written by Sarah Jones
Updated over a week ago

Troubleshooting Email (Google or Outlook) Syncing

If you've synced your email with Planhat but you're emails are not syncing then it could be one of the following reasons

Written by Christian Dreyer
Updated over a week ago

Does Planhat sync forwarded e-mails?

Forwarding an internal e-mail (@mycompany.com)

Written by Christian Dreyer
Updated over a week ago

Why are different customer emails displaying in the same email thread?

If you see that emails to different customers are showing up in the same thread, read this article to help you figure out why that might be.

Written by Christian Dreyer
Updated over a week ago

Why are bulk emails not being sent?

Learn about bulk email behaviour from sending automated campaigns, outreach via triggers and NPS survey

Written by Sarah Jones
Updated over a week ago

FAQ - Why does a Health Score factor have impact outside of a linear range?

Learn more about the linear option from Health Factors

Written by Felicia Olofsson
Updated over a week ago

What does the status feature of an account mean and how do I change it?

The status of a customer in Planhat is automatically calculated. Planhat will mark a user as either a prospect, customer, canceled or lost.

Written by Christian Dreyer
Updated over a week ago

Why can't I see any logged activities?

Hidden activities in the company profile

Written by Christian Dreyer
Updated over a week ago

Featured Users

What a featured user is in Planhat and how to create a featured user.

Written by Christian Dreyer
Updated over a week ago

How is the 9 week usage trend calculated

How Planhat calculates the 9 week usage trend on the Customer 360 view

Written by Niklas
Updated over a week ago

What do the "Beat", "Experience" and "Relevance" metrics on End Users mean?

Written by Christian Dreyer
Updated yesterday

How to move a contact to another company

You can move a contact from one account to another without losing all the data.

Written by Christian Dreyer
Updated over a week ago

Why are some users not automatically being added to a company?

Some reasons contacts might not be getting added to a company profile in Planhat

Written by Christian Dreyer
Updated over a week ago

Why do some active users have no activity data in Planhat?

When a customer profile does not have an external ID it can cause some issues with user activity data. The fix is quick and simple!

Written by Christian Dreyer
Updated over a week ago

What is a CSM Score?

What the CSM score is and how it can be used

Written by Christian Dreyer
Updated over a week ago

How to Merge Customer Profiles

How to merge customers profiles and what happens to the data.

Written by Christian Dreyer
Updated over a week ago

Why is a churned customer still showing a status of Customer?

We cover the settings for churn and why the customer status may have not changed yet.

Written by Christian Dreyer
Updated over a week ago

What is the 'Primary' setting on the end user profile?

Written by Christian Dreyer
Updated over a week ago

Why does my name not display on a sales opportunity I've logged?

Why if you've logged a sales opportunity and your name isn't appearing on it in the sales pipeline

Written by Christian Dreyer
Updated over a week ago

Planhat Slack bot has been connected but no results are coming through

What happens when you successfully create a Planhat bot in Slack but it does not interact with you

Written by Sarah Jones
Updated over a week ago

Can I use the Salesforce ID to send Metrics and User Activities to Planhat?

Using the Salesforce Id to send in user activities and metrics to Planhat

Written by Niklas
Updated over a week ago

How do I update my profile picture?

How to add or update your profile picture manually in Planhat

Written by Christian Dreyer
Updated over a week ago