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FAQ
FAQ
Frequently Asked Questions about Planhat
+2
36 articles in this collection
Written by
Niklas,
Sarah Jones,
Yaroslav Sivachenko
and 2 others
GENERAL
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
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
Where is my tenant token?
Where to find your developer tenant token for the API integrations
Written by
Niklas
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
Grant 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
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
E-MAILS
Google Gmail cannot be connected?
Whitelist Planhat in your Google Suite account
Written by
Niklas
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?
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 bulk email behaviour from sending automated campaigns, outreach via triggers and NPS survey
Written by
Sarah Jones
Updated over a week ago
HEALTH SCORE & ALERTS
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
PORTFOLIO MODULE
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
SALES PIPELINE
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
INTEGRATIONS
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
USER PROFILE
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