FAQ

Google Gmail cannot be connected?

Whitelist Planhat in your Google Suite account

Written by Niklas
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 Grant Dreyer
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 Grant 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 Grant Dreyer
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 int user activities and metrics into Planhat

Written by Niklas
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 Grant 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 Grant 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

why some users are not being added when sent over API

Written by Grant Dreyer
Updated over a week ago

Where is my tenant token?

Where to find your developer tenant token for the API integrations

Written by Niklas
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 Grant 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 Yaroslav Sivachenko
Updated over a week ago

I cannot get my email to sync

Why your email might not be syncing with Planhat at the moment and how to get it to start again

Written by Grant Dreyer
Updated over a week ago

Troubleshooting Email Syncing

If you've synced your email with Planhat but you're not yet seeing emails it could be these things

Written by Vitor Lopes
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

Linked my Gmail but can't find customer e-mails

If you have synced your email, but are still struggling with seeing customer emails here are some reasons why.

Written by Grant Dreyer
Updated over a week ago

Does Planhat sync forwarded e-mails?

What if you're forwarding an internal e-mail (@mycompany.com)

Written by Grant 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 Grant Dreyer
Updated over a week ago

Why are bulk emails not being sent?

Learn about the behavior from sending emails to multiple contacts, email outreach via triggers and NPS survey emails

Written by Sarah Jones
Updated over a week ago

Why does the Health Report only show some of the KPIs I've set up?

Make sure your KPIs that you've set up as calculated metrics are marked as featured to be able to see them throughout Planhat

Written by Sarah Jones
Updated over a week ago

Why does the Health Report only show some of the Dimensions I have set up?

Health Score not showing all dimensions/KPIs

Written by Grant Dreyer
Updated over a week ago

How do I see trending health scores?

How to see the trend of your customer health scores over the past 90, 30 and 7 days

Written by Grant Dreyer
Updated over a week ago

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

Learn more about the linear option from Health Factors

Written by Vitor Lopes
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 Grant 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 Grant Dreyer
Updated over a week ago

Why can't I see any logged activities?

Hidden activities in the company profile

Written by Grant 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 "beat" and "experience" mean in Planhat?

We explain what beat & experience mean

Written by Grant 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 Grant 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 Yaroslav Sivachenko
Updated over a week ago

What is a CSM Score?

What the CSM score is and how it can be used

Written by Grant 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 Grant Dreyer
Updated over a week ago

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

Written by Grant Dreyer
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 Grant 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 Grant Dreyer
Updated over a week ago