FAQ

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

FAQ: How to use the "filter lock" feature

Filter lock

Written by Daniel Sternegard
Updated over a week ago

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

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 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

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

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

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

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

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

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

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