FAQ

Frequently Asked Questions about Planhat

Niklas avatar Sarah Jones avatar Yaroslav Sivachenko avatar +4
44 articles in this collection
Written by Niklas, Sarah Jones, Yaroslav Sivachenko and 4 others
GENERAL

Merge All Duplicate Contacts/End Users

How to merge all duplicate contacts/end users and the logic behind the process.
Christian Dreyer avatar
Written by Christian Dreyer
Updated this week

How to send Slack Messages via Automation - (Advanced)

This article explains how to send a Slack messages using fields from other objects
Michael Machado avatar
Written by Michael Machado
Updated over a week ago

How to send Slack Messages via Automation - (Basic)

Learn how to send messages to Slack using Planhat's Automations
Michael Machado avatar
Written by Michael Machado
Updated over a week ago

FAQ: How to use the "filter lock" feature

Filter lock
D
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated this week

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
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

Conversation Labels

How to tag conversations and notes in Planhat
Sarah Jones avatar
Written by Sarah Jones
Updated this week

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.
Christian Dreyer avatar
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
Christian Dreyer avatar
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
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

Are my account metrics being duplicated?

Learn about the chart options from source:metrics
Sarah Jones avatar
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
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

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

Creating segments with custom data
Sarah Jones avatar
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
Christian Dreyer avatar
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.
Christian Dreyer avatar
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
Yaroslav Sivachenko avatar
Written by Yaroslav Sivachenko
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated yesterday
E-MAILS

How to Replace Email Hyperlink With Text (MailTo:)

Email Template to include Email Hyperlink with Text
Michael Machado avatar
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
D
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
D
Written by Daniel Sternegard
Updated over a week ago

Google Gmail cannot be connected?

Whitelist Planhat in your Google Suite account
Niklas avatar
Written by Niklas
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
Sarah Jones avatar
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
Christian Dreyer avatar
Written by Christian Dreyer
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

Does Planhat sync forwarded e-mails?

Forwarding an internal e-mail (@mycompany.com)
Christian Dreyer avatar
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.
Christian Dreyer avatar
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
Sarah Jones avatar
Written by Sarah Jones
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

Why can't I see any logged activities?

Hidden activities in the company profile
Christian Dreyer avatar
Written by Christian Dreyer
Updated yesterday

Featured Users

What a featured user is in Planhat and how to create a featured user.
Christian Dreyer avatar
Written by Christian Dreyer
Updated this week

How is the 9 week usage trend calculated

How Planhat calculates the 9 week usage trend on the Customer 360 view
Niklas avatar
Written by Niklas
Updated over a week ago

What do "Beat" and "Experience" mean in Planhat?

Christian Dreyer avatar
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated this week

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
Christian Dreyer avatar
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!
Yaroslav Sivachenko avatar
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
Christian Dreyer avatar
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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated this week

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.
Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago

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

Christian Dreyer avatar
Written by Christian Dreyer
Updated over a week ago