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FAQ
Frequently Asked Questions about Planhat
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44 articles in this collection
Written by
Niklas,
Sarah Jones,
Diego Checa
and 5 others
General
Command Box
Access a powerful multitasking command box via the search function
Written by
Alberto Lambert
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
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
Bulk Update Fields
Bulk update fields in the data module by marking the records and pressing the ellipsis
Written by
Alberto Lambert
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
Data Module & Filters
FAQ: How to use the "filter lock" feature
Filter lock
Written by
Daniel Sternegard
Updated over a week ago
Portfolio management
What determines the Status of a Company?
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
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
Custom Card Layout in Board View
Define the data points you want to see on cards in the Board view
Written by
Alberto Lambert
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
Why can't I see any logged activities?
Hidden activities in the company profile
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 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 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
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
Difference between logging an account & a 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
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
End-user Management
Merge all duplicate Contacts/End Users in bulk
How to merge all duplicate contacts/end users and the logic behind the process.
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
Featured End-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 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
What do the "Beat", "Experience" and "Relevance" metrics on End Users mean?
Written by
Christian Dreyer
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 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
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
Playbook Module
Playbook setting: avoiding duplicate emails sent in playbooks when 1 email address is used by multiple end users
Playbook, parallel, email settings, email send-outs, duplicates
Written by
Daniel Sternegard
Updated over a week ago
Health Score
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
Pages
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
Integrations
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
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
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
Opportunities
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
E-mail & Calendar
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
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
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
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
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
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
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
Does Planhat sync forwarded e-mails?
Forwarding an internal e-mail (@mycompany.com)
Written by
Christian Dreyer
Updated over a week ago
Team Module
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
Planhat User profile
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
Preferred Starting Page
You as a user can now set a preferred landing page each time you login to Planhat.
Written by
Diego Checa
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