Frequently Asked Questions
Q: How can I connect Indeed with ConveYour so that the ConveYour link becomes the main page for recruits to start their application?
A: To embed the ConveYour campaign link on Indeed, you will need to have Admin-level permissions on your Indeed account. This level of access allows you to customize the campaign page, including adding external links for your recruiting process. Let us know if you encounter further issues!
Q: Can we embed our Zendesk chat within the onboarding campaign for onboarding questions?
A: Currently, we do not have a way to embed Zendesk, but we can embed Intercom. Our dev team could look into embedding Zendesk. Reach out to our Support Team.
Q: How can I add a user as an administrator with the ability to create content?
A: You can add a user as an admin under Settings, "User", click "new user", set the role as "admin", and then invite. Admin users have no permission limitations so they will be able to access, edit, and create content.
Q: Why are there still people in a group when they have completed the training?
A: The support team acknowledged the issue and suggested changing the parameters of the Group to address it. They also provided information on new reporting features available for the account.
Q: When I sent a mass text, I copied and pasted the text, but it came out without spaces. What happened?
A: The formatting was stripped when you cut the text from the Group's "Send Text" area and pasted it into the text automation. This is not a bug, as the system intentionally removes formatting in that process.
Q: Two team members are not receiving email notifications despite their emails being in their profiles and notification settings set to email.
A: The support team confirmed that everything appears normal on their end regarding email delivery and provided options for the team members to ensure they receive alerts. The Sent Messages Report is the best report to see the delivery rates of sent messages or notifications.
Q: How can I mark the employees who completed the course during the original launch so that they show as actually done, given that they now see two lessons due to a campaign setup error?
A: A new group was created for easier management of testers, and a solution to hide the second lesson for these learners would be to create a filter on the lessons' "contact conditions".
Q: How can I change the orientation time in the hire text for Hawaii?
A: You can change the orientation time by going to Settings > Custom Objects > Offices, selecting Hawaii, and adjusting the time setting.
Q: Is there an integration available for the service I am inquiring about?
A: You can check out list of integrations on our website or help docs. If you don't see what you are looking for, ask our support team.
Q: I added a new user, but when I try to create a new contact and add the new user as the recruiter, their name isn't available. What should I do?
A: The new user needs to be added as a contact separately from their user profile. Then, in the settings under Fields, you should add their name under the "recruited by" dropdown values in alphabetical order and save it.
Q: I am trying to access one of my company's micro trainings, but it says "lesson not found" when I click on it.
A: You are a guest user and do not have access to lessons or campaigns. It is recommended to contact your administrator or manager for assistance with access.
Q: How can I resolve the issue of undelivered messages due to the error "Toll-free number has not been verified"?
A: To resolve this issue, you will need to provide proof of consent and a sample message for your campaign. Additionally, a checkbox must be added to your campaign landing page to get your toll-free number approved. Reach out to support for help with this process!
Q: How can I set up reminders for a Rep who hasn't completed a lesson, specifically to remind them daily until it is completed or for a maximum of 5 days?
A: You can set up the reminders by duplicating the SMS automation and adjusting the release to be 1 days delayed, 2 days delayed, and so on. The group condition, under contact conditions, for each SMS reminder will be "has not completed lesson".
Q: How can we increase our Max Workflow Size limit?
A: Reach out to the Support Team!
Q: Is it possible to export the contacts associated with a specific campaign?
A: Yes, you can export contacts by creating a Group. Navigate to "Groups," create a Group, filter by "$Campaign," select the Campaign, save the Group, and then click the export option.
Q: How do I upload a SCORM package into ConveYour, and why don't I see the SCORM option in the lesson node menu?
A: The SCORM option can be enabled for your account. Reach out to the Support Team!
Q: Is there a way to add a Supervisor filter so that I can provide a supervisor with a customized report that shows the progress each of the people have made on active lessons?
A: You can add your supervisor as a guest user with limited permissions and send the links to the lesson progress or campaign performance reports.
Q: How can I find out which people received the text and which numbers are mobile versus non-mobile?
A: You can view specifics on your latest message sends and clean up your contact list by accessing the Sent Messages Report and checking the SMS delivery dashboard for details on contacts.
Q: My current campaign didn't have any of the dripped lessons go out this week. Can someone help me figure out why and how to fix it?
A: Review the lessons' release conditions. Lesson releases are based on the timing options and delays. Keep in mind that a lesson set to "draft" will not release to learners. A lesson must be "released" in order to show in a contacts portal.
Q: Why would candidates be totally missing all of a sudden?
A: The candidates were archived, which does not delete their profiles but helps clean up the contact list. Archived contacts can be found in the contacts tab/archived and unarchived if needed.
Q: How do I get a URL for my app, and how can I receive notifications of incoming messages on my dashboard?
A: To get a URL for your app, use the PWA (progressive web app) option instead of the outdated app. Currently, there are no push notification alerts for incoming messages, but you can receive email alerts with a quick link back into the conversation.
Q: Is there a way to ensure that a text is always sent when a status is moved to "kept," regardless of the current stage in the workflow?
A: You'd have to create an sms automation outside of the workflow to ensure it sends regardless of current workflow status.
Q: How can I change a contact's phone number and ensure they are subscribed to messages again after they replied "STOP" to the previous number?
A: Ask the contact to text START to your texting number in order to resubscribe.
Q: I have a participant who shows 100% completion in the campaign performance, but the exported data only shows module 2 as the last completed module. What should I look for to determine completion in the spreadsheet?
A: The report is accurate; the participant was able to complete the campaign out of order because the "lock completion order" option was not enabled in the learner portal settings for the campaign.
Q: How can I text all of my interview no shows with Personal ConveyYour?
A: Texting interview no shows using your account is not supported. It is recommended to contact VectorLive support to find out the best way to follow up with interview no shows.
Q: How can I upload a csv to bulk update contacts, and will it update existing contacts or create duplicates for those that do not match?
A: Yes, you can upload a CSV to bulk update contacts. The upload will update any contacts that match the same email, mobile, and name. If the fields are not spelled the same, duplicates will be created. Ensure the field names are the same to avoid creating duplicate fields by using the exact spelling and capitalization. Always prep your csv file before uploading and check out our help doc on importing contacts for more specifics.
Q: Can you confirm that our ID Number field is now the source of truth for identifying contacts to avoid duplicates?
A: Yes, the support team can verify this for you. Reach out using the chat.
Q: How can I reschedule candidates who couldn't make their interview when the link doesn't allow for a new date or time?
A: Reset the step for the candidate to allow rescheduling.
Q: Can you add the ability to edit the format of questions (such as bold, underline, header) in the software?
A: The suggestion has been acknowledged and will be added to the feature requests for future consideration.
Q: Can you send a tutorial on how to navigate through the platform?
A: Reach out to the Support Team to be added to the ConveYour Onboarding course.
Q: Can someone send me the documentation I need to integrate Okta, and I'm having trouble finding the issuer URI under Authorization servers in my Okta account?
A: Help Documentation on Okta integration was provided, and the issue with the issuer URI may be linked to permissions.
Q: How can I easily remove someone from a group, and what is the best way to manage multiple offices with regular updates?
A: Remove the matching filter of the group from the contacts profile.
Q: How can I set up reminders for users to fill out their KPIs in the system, and how can I change the number format to UK?
A: Set up sms reminders for the KPI tracker based on if they have not completed the lesson and specify an area code for the UK number format.
Q: How do I go about canceling my account as we are no longer using this service?
A: Reach out to support.
Q: Can I send texts to contacts in other countries from U.S. numbers, and are there any restrictions I should be aware of?
A: Include the country code with the contact's mobile number. Delivery cannot be guaranteed due to potential international laws. Ask support is ConveYour can send to specific countries.
Q: Is there a way to pause my subscription instead of canceling it, as I haven't used my account for a while but may return in the future?
A: You can "pause" your subscription, which will appear as a cancellation, but your content will remain intact for future use. Reach out to support.
Q: How can we change the text message verbiage we are sending to recruits?
A: You can adjust the SMS notification messages body and save.
Q: I am not receiving a text message notification for an automation, but I do receive the email. Are webhook automations supposed to turn off on their own after a set amount of time?
A: Webhook automations do not automatically turn off unless there is a missed payment leading to account delinquency. If the automation is a lesson release, check that the alert method is send both SMS and Email.
Q: How can I set up a demo to walk through the process of using the platform with my colleagues?
A: You can book a demo through the provided link to get an updated walkthrough of the product or ask support to be added to the ConveYour Onboarding course.
Q: Is there any limit on the number of custom fields we can add?
A: There is no limit on the number of fields you can create, but it's recommended to use them for long-lived attributes rather than temporary training experiences.
Q: How can I add a group of contacts to a campaign?
A: Refer to the help doc that is called "Add Group of Contacts to Campaign".
Q: How can I import contacts in bulk?
A: The support team provides a help document with step-by-step videos on how to import contacts in bulk, called "Uploading or Importing Your List".
Q: How can I register for a training as a new participant?
A: Reach out to your manager.
Q: How can I resolve issues with text message features not working?
A: Make sure the sms trigger has been set to "released" if in a campaign or "launched" if it is a stand-alone automation. Reach out to support if you still have issues.
Q: How long does it take to use the SMS services after filling out the conversation section that requires an EIN?
A: Can take up to 2 weeks to review for approval. Reach out to support for it's status.
Q: How can I import contacts in bulk?
A: The support team provided a help document with step-by-step videos on how to import contacts.
Q: What does 'true' under the Unsubscribed email column indicate?
A: 'True' indicates that the learner will not receive email notifications and has unsubscribed from emails. Check the email settings to see if the email address is blocked.
Q: Can I add custom fields for users, assign unique IDs, and brand the platform with our logo?
A: You can create custom fields in settings and re-import contacts to add identifiers like employee numbers. Each user is assigned a unique personal portal ID (pid), viewable in their contact profile. Portal branding options are available to edit under settings/other/portal design and branding.
Q: How can I update our billing information with new credit card credentials?
A: Go to settings, account, billing info, and then update card.
Q: How can I unsubscribe from the service?
A: Reach out to support
Q: How can I switch from admin view to learner view?
A: You cannot do both at the same time. You can log in as an admin and open your leaner portal URL in an incognito profile or a different browser.
Q: Can we pause the subscription instead of canceling it?
A: Yes, the account can be paused for a couple of months instead of canceling. Reach out to support.
Q: How do I get started with SMS texting after being approved, and why don't I have an SMS number assigned?
A: To get started with SMS texting, ensure your account is properly configured for SMS services. If you still don't see an SMS number assigned, check your account settings to select one or reach out for further assistance.
Q: ConveYour is running very slow on my desktop computer. What can I do to make it work faster?
A: Try clearing your browser's cookies and search history, then log out and log back into your account.
Q: Can we add more user seats to the account, and what is the process for doing so?
A: Yes, more user seats can be added to the account. You can either add new user seats for a fee or delete existing users who do not use the platform. After deleting, you can add another user in their place. OR reach out to support to add a user license for the account.
Q: How do I turn off notifications?
A: You can do so on your browser's site settings.
Q: Do you charge based on entering the platform with email sign up or once they start taking courses?
A: Monthly active user count Charges are based on when contacts start making progress in courses, not merely on signing up with an email.
Q: How can we cancel our account?
A: You can cancel your account. Reach out to support
Q: Can you please remove a specific user from our ConveYour account?
A: Only Admin users of the account can remove users.
Q: How can I access the ConveYour portal for my account?
A: You can access the portal by using the provided link via email or text.
Q: When someone reschedules their Zoom call, do they receive a second reminder? Also, when someone is marked as "rejected," should a rejection text be sent?
A: If you have a follow up SMS trigger set then Yes, when a person reschedules a Zoom call, they will receive a reminder text from the confirmed rescheduled interview automation. Additionally, anytime a person is marked as rejected, they will receive a rejection text if a rejection SMS trigger is set up.
Q: Is there a quicker way to add over 100 names from an Excel spreadsheet to our opportunity campaign instead of doing it one at a time?
A: Yes, there is an easier way to add multiple names from an Excel spreadsheet to your opportunity campaign. Import the contacts with a column called "tags" and set the tag as an lowercase value like "opportunity". Then create an add to campaign automation to run on the contacts tagged with "opportunity".
Q: How can I cancel my subscription?
A: Reach out to support.
Q: How can I add two individuals as administrators and what are the next steps?
A: Send help docuementation on how to add new users. The new administrators need to verify their accounts via email, and if they don't receive the email, they should check their junk or spam folders.
Q: How do I add specific locations to the landing page dropdown menu?
A: Edit the locations dropdown values in field settings.
Q: How can I add specific locations to the landing page dropdown menu?
A: Edit the location dropdown under field "locations" settings.
Q: How can I set up alerts via email or text for when reps sign the agreement or complete a training section?
A: Yes, you can set up email notifications for when specific events occur, such as when a representative signs an agreement. Add a Send text message trigger to the campaign and set the contact conditions to be "completed agreement".
Q: How does ConveYour integrate with Solo, and how can I embed an iframe HTML to display a website?
A: ConveYour can integrate with Solo to create users through automations. Ensure the URL used for the iframe does not have restrictions and use a specific link for the Custom Content URL. Check the help doc on solo integration.
Q: How can I set up a delay to send text automatically 2 weeks later?
A: If in a workflow, Set up the delay to send the text automatically 2 weeks later, ensuring no additional content is sent during that time. If a join date or hard date campaign, adjust the release date of the text trigger.
Q: How can we update our credit card information through our account?
A: The credit card can be updated through account settings
Q: How can I pull a report on a campaign that is about to expire if it's not showing under the Campaign Progress section?
A: Click the "expand" icon to access the export option for the report.
Q: How can we update our credit card information through our account?
A: The credit card can be updated through settings/account/update billing. Only the account owner can make this change.
Q: How can I provide hard copies of one of my campaigns for compliance purposes?
A: Export each individual lesson in HTML format and print them from your browser.
Q: How can I merge a user who went through a campaign with their regular email to avoid creating duplicate profiles?
A: Delete the email and phone number from the auto-generated profile and add them to the account where they completed their tasks.
Q: How can I move a recently created contact to my recruiting workflow?
A: Navigate to your Workflow, click "Contacts," and use the "Add Contacts Manually" button to add your contact.
Q: How can I change my number to a different area code, and will it affect my texting number?
A: Changing your number will also change your texting number, and the support team can assist with this process.
Q: How can I delete all contacts containing a certain tag?
A: Create a group with the tag and run an "archive/delete" automation on that group, setting the "contact action" to remove contacts completely.
Q: How can I receive my bill each month for ConveYour?
A: Ensure the correct email address is on file to receive invoices.
Q: How can I log into my training using OKTA?
A: Reach out to your manager to have OKTA set up for you.
Q: How can I access the login page?
A: Use the provided link to access the login page.
Q: How can we set up multiple onboarding document options in ConveYour for different roles?
A: The setup is more involved and may require additional hours for implementation. The team recommends using Signwell for agreement documents!
Q: Is there a way to report scores from SCORM lessons, and can the leaderboard be manually updated?
A: Extracting scores from SCORM files is challenging, but ConveYour's built-in quizzing format can be used for leaderboard results. Learners can manually add points to the leaderboard.
Q: Can someone assist with a custom campaign creation?
A: Share qhat you'd like to accomplish with the Support team and they will assist in set up.
Q: How can I get added to the system?
A: Reach out to your manager to have them add you to the system.
Q: How can I close my account?
A: Reach out to the support team.
Q: How can I be added to the correct campaigns?
A: Reach out to the designated contact or manager for assistance in being added to the correct campaigns.
Q: How can I recover a deleted phone number?
A: The support team can retrieve the phone number for you.
Q: How can someone resubscribe after unsubscribing from the service?
A: Text START to the designated texting line to resubscribe.
Q: I registered for SMS texting; is there anything else I need to do to get that activated?
A: You need to provide a company representative's name, email, phone, company address, and company Tax ID. Once submitted, your registration will be processed by our SMS provider, and you will be notified when it is completed.
Q: How can I send an interview invite text if the workflow is not kicking off?
A: The workflow may have been interrupted if no action was taken within a set period. The support team can reset progress for the next lesson to schedule the interview, allowing the invite to be sent.
Q: A user is experiencing an issue with a video in a module that is sticking and preventing her from moving to the quiz. What can be done about this?
A: The support team can push the user through the module, suggesting a network issue may have prevented finishing the video. Advise the user to report any further issues.
Q: Does the days delayed feature work the same in a start date campaign as in a drip campaign?
A: Yes, the days delayed feature works similarly in both campaigns. However, in a hard date campaign, the days delayed are always relative to the campaign start date, which may lead to more lessons being visible than anticipated if the timing options were not correctly set.
Q: Can I disable the ability to join a campaign from a Landing Page?
A: No, you cannot disable that ability. However, a feature request will be submitted to consider adding a toggle for this option in the future.
Q: How can I check if text messages with lesson links were bounced, delivered, or clicked for individual users?
A: The reports do not show provider information, so trends regarding messages being blocked cannot be identified. If students text "#START," they won't receive previous alerts but will receive future lesson alerts. You can see the report for this under "sent Messages" in the reports tab
Q: How can I get a newly created user to see all the trainings instead of just the microtrainings?
A: change thier role to be an "admin user" instead of a guest or toggle on full access to campaigns.
Q: How can I change the phone number that SMS messages from a campaign come from?
A: The campaign will use the SMS number based on the Team or the campaign owner.
Q: How can we have a new team on the platform with a completely separate set of data fields?
A: You can control which fields are visible to each team. If you don't specify, all fields will be visible across all teams. to create a new team, go to settings/ teams/ new team. Then add filters to the "team group". Under that you can select which fields to make visible and save.
Q: Are all links automatically shortened, and do users have the ability to send unshortened links?
A: Yes, links are automatically shortened if "https://" is included at the beginning. If "https://" is not included, the link will not be shortened, and tracking will not be possible.
Q: Am I able to have more than 1 campaign running at the same time?
A: Yes, you can run multiple campaigns simultaneously.
Q: Why did the system create duplicates when I imported a list of reps instead of merging existing accounts with matching names?
A: The system merges contacts based on unique values like email and phone number, not just names. A manual script will need to be run to reconcile and merge the records. Reach out to the support team.
Q: Does your platform integrate with the payroll company Rippling, and can we upload training videos as SCORM files?
A: Our platform does allow the addition of SCORM files to lessons.
Q: Where do I access my zap automations?
A: You can set up a webhook trigger to send data to Zapier. Under Settings/Integrations, you will find Zapier along with your app key, subdomain, and token needed for integration.
Q: How can I gain access to the system if my email address is not recognized?
A: You will need to reach out to a specific team member to get access, as your email address is not in the system.
Q: A user is not receiving the learning assessments from the system despite being registered and listed in the stats. What could be the issue?
A: The user may not be receiving the emails due to spam filtering by her email software. It's recommended to check her spam or promotions folders and search for emails from the system’s address.
Q: How do I delete all my contacts?
A: Create a group named "everyone," go to the automations tab, select the "remove/archive" automation, choose the "everyone" group, and select "remove contacts completely," then review and launch.
Q: How can I ensure that I receive notifications on my phone while away from my desk?
A: Check your phone settings to ensure that notifications are enabled for the application.
Q: How do I send a short reminder to all the people on my list?
A: Click on the Groups tab, select the 3 dots next to the Everyone group, choose the text group option, type your message, and send it out.
Q: How do I send a link to a brand-new rep to get them to add the app to their homescreen?
A: Add the new rep to the desired campaign, which will automatically send texts and emails to the new rep.
Q: How can I submit a support ticket to request a new functionality, specifically the ability to filter contacts by the name in the Referral section on the contact card?
A: Submit feature requests in this chat or by emailing support. To filter contacts by the name in the Referral section, type ":" followed by "referral_name" and then the name of the person who referred the candidate.
Q: How do I get a candidate to post a video to the platform for review, specifically in lesson 6 of the recruiting campaign, where I want recruits to reply with a video of themselves?
A: Add the "Video Upload" engagement to your lesson, which allows candidates to upload their videos. This feature is an add-on and requires a subscription, with a 30-day trial available.
Q: Can I schedule text messages automatically, and is there a way to make this process quicker?
A: Texts can be scheduled through the Automations section.
Q: How can I set up an add-to-campaign automation for a specific contact?
A: if it is one contact, add the contact manually under the campaigns contact tab.
Q: How can I resolve issues with Stripe integration errors?
A: Ensure the correct product ID is saved in the billing section. If issues persist, disconnect and reconnect your Stripe account.
Q: Can I text emojis, and do they count as characters?
A: Yes, you can text emojis, but they shorten the character count and may affect delivery rates due to carrier regulations.
Q: How do I add users to my account, and what is the limit on user profiles?
A: You can add users in the Settings page of your profile. Reach out to support for the # user profiles per account.
Q: Why aren't my scheduled messages being sent?
A: A missed invoice may have held up the texts. After payment, recreate the scheduled messages. Currently, there are no notifications for SMS delivery status, but you can check the SMS delivery dashboard for updates.
Q: How can I ensure compliance with consumer law when sending messages?
A: Ensure messages are not older than 10 days and include the "{{company}}" placeholder for autofill.
Q: Can I schedule a demo to learn more about ConveYour?
A: Yes, you can book a demo with our CEO at a convenient time.
Q: How can I delete unwanted tags or groups?
A: Click on the 3 dots next to the group title, then click delete group
Q: How can I export my data before canceling my subscription?
A: We can assist with documentation on exporting your data. Please specify the information you need to export for guidance.
Q: How can I edit my required signature to include my name and company?
A: Go to "Settings" > "Other Settings" > "Business Information" to edit your signature and save changes.
Q: How can I retrieve records of emails sent and see when a contact replies?
A: A report is available under the Reports tab in the messaging section, showing who received messages and if they replied.
Q: Can I do one campaign that points to various modules of my planning course?
A: Segment the modules into different lessons or release them on different weeks within one campaign.
Q: How do I create templates for texts?
A: You can create templates by using a Snippet. If you provide an example text, the support team can set it up for you and record the process for future use.
Q: How can I create a new group and mass load all contacts, including those already in the system, while avoiding duplicates?
A: To create a new group and import contacts efficiently, it's important to prepare your contact list properly to prevent duplicates. After importing, if you're seeing unexpected tags, ensure you're following the correct steps for group creation.
Q: How can I change my ConveYour number after selecting a random one by accident?
A: It is suggested to inform recipients to save the random number into their phones, as it is likely just as good as any other number.
Q: How can I update the text "email" on a landing page to say "Student Email" instead?
A: Currently, there is no option to customize the vanity value of the email field for a landing page, even for a single page.
Q: How can I manually add a user to the system?
A: You can manually add a user by following the appropriate steps withinuser settings
Q: How can I lock lessons in a campaign until the previous lesson is completed?
A: You can lock lessons by going to the "Learner Portal" tab and checking off "lock completion order."
Q: How can I change the order of the campaigns in the learner portals?
A: Yes, there is a way to change the order of the campaigns in the learner portals. Drag and drop the campaigns in the order you would like them to appear on the campaign page.
Q: How can I schedule a text to go out at a certain time?
A: You can schedule a text to go out at a certain time by using an automation feature.
Q: How can I confirm that a group email was sent?
A: You can confirm that a group email was sent by going to the reports section and checking the Sent Messages Report.
Q: How can I see the report that shows error messages for undelivered texts, like landline or carrier violations?
A: You can access the report by checking "SMS delivery dashboard report" which will provide details about any undelivered messages and the associated errors.
Q: How do I assign a contact to a team, and do contacts automatically get added to the team that owns the campaign they are onboarded to?
A: Contacts are assigned to teams through group assignments. You can access advanced settings for a group to choose which guest users have access. Additionally, a guest user needs to be assigned to the team that the group belongs to in order to view it.
Q: Is there a way to make lessons in a campaign have an optional order so that a rep can choose which lesson they want to take instead of following the order it was created?
A: You can achieve this flexibility by using a Workflow Campaign.
Q: How can I ensure that reps receive an email notification once a video has been reviewed in a "video upload" lesson?
A: Email notifications are built-in and should automatically send once a video is reviewed. If emails aren't in the inbox, check the spam or promotions folder.
Q: Is there a way to view open rates and other metrics for emails sent through the platform?
A: Yes, use the Sent Messages Report to view open, delivery, and bounce rates by clicking on the right arrow next to the sent message.
Q: Does ConveYour integrate with Zapier?
A: Yes, ConveYour integrates with Zapier.
Q: How can I be added to the system as a learner for Micro Learning?
A: You need to reach out to your manager for approval to be added to the system as a learner.
Q: How can I properly add an international text number, specifically the format +49(173)-343-3919, as it does not work when adding to a contact?
A: International numbers are not supported for SMS alerts. Use email for contacting participants outside supported regions, and learners can access training via their portal link.
Q: Is there a way to copy campaigns from one team to another and have updates automatically reflect across multiple teams with the same campaign?
A: You can export and import campaigns as templates, but mass editing across teams isn't possible due to unique IDs. Lessons are team-specific, so changes won't affect other teams.
Q: How can I test a snippet to ensure it sends the correct information after orientation when a participant's status is marked as "attended"?
A: Test the snippet in the system. The snippet will automatically send after the status is changed to "kept."
Q: How can I make the lessons locked until the previous one is watched again?
A: Lock lessons by going to the campaign, clicking on the "Learner Portal" tab, and checking the "Lock Completion Order" box.
Q: How can I get access to the learner portal and the training campaigns assigned to me?
A: Ask your manager to add you as a contact and assign the appropriate training campaigns. You'll receive a link for portal access.
Q: How do we delete the most recent import?
A: Create a tag group using the import tag with today's date, then run an automation to archive or delete that import group.
Q: How can I schedule a campaign for the last Monday of every month and automate it for the rest of the year?
A: Set lessons to release on specific dates to automate the campaign as needed.
Q: How do I take a user out of the group I made, and if a user is removed from the main contacts, are they automatically taken out of the group?
A: Navigate to the group to manage contacts. Removing a contact from the profile also removes them from the group.
Q: How can I log in if I forgot my password?
A: Use the "forgot password" option on the login page to reset your password.
Q: How can I export contacts as a spreadsheet, and is it possible to export profile photos?
A: Create a Group named "Everyone" without filters to include all contacts, then export it. The export will provide a link to the profile photo, but there is no automated way to download images en masse.
Q: How do I add new users to the platform?
A: Go to "Settings > Users > New User" and click the green "New User" button in the top right corner of the page.
Q: How can I create a main group with subgroups for SMS texts?
A: Create a large group and then create a group folder that includes more specific groups.
Q: How can I test the delivery of texts in a campaign without deleting the contact?
A: Reset the campaign progress, remove the contact from the campaign, and then re-add them. Ensure the alert triggers have been released properly.
Q: How can I ensure a campaign is released once the previous campaign is completed?
A: Create an "add to campaign automation" where you select the new campaign and set the condition to "completed campaign is [previous campaign name]."
Q: How can I recover training information about a deleted contact?
A: Once a contact is deleted, there is no accessible record available. The system allows for archiving contacts, but deleted ones cannot be recovered unless legally required.
Q: How can I set up an automation that only sends a tag and link to new members of a group moving forward, without affecting those who have already completed training?
A: Set your group condition to 'finished campaign less than x days ago' and run an automation on that group. Ensure it runs for current and all added contacts until paused or stopped.
Q: How can I change the auto forward number if someone calls the number I text from?
A: Provide the new number to the support team, who can update the call forwarding number. Note that calls forwarded to your mobile won't display as coming from ConveYour contacts unless saved with a specific label.
Q: How do I access our company home page to start building out our branding, including the profile photo and banner image?
A: Edit branding by navigating to settings, then other settings, and selecting Portal Design & Branding.
Q: Why are some users in my campaign seeing fewer lessons released than others, and how does the "Days Delayed" feature work for late joiners?
A: "Days Delayed" on a Hard Start Date is relative to the Start Date. Use "Release by Join Date" campaigns to allow late joiners to catch up with content relative to their join date.
Q: How do I add pictures, GIFs, etc.?
A: Add pictures and GIFs in text lesson items by pasting.
Q: How can I, as the admin, see video submissions uploaded by reps in our campaigns, and why didn't I receive an email notification for a test user's submission?
A: Review video submissions through the platform. Check spam or promotions folders for emails from "[email protected]" and ensure you haven't unsubscribed.
Q: We deleted a user and tried to invite them again, but it says that an email is already registered to another user.
A: The user can be reinvited under the archived users tab.
Q: How can I update my connected Stripe account since payments are going to the wrong account?
A: Remove your Stripe integration, refresh your browser, and add your new Stripe information.
Q: How can I cancel my subscription before the next billing cycle if we decide to move to another service?
A: Cancel your subscription before the next billing cycle by reaching out to support. Ensure the cancellation is processed before the specified date.
Q: Why is a user not receiving notifications despite not being unsubscribed?
A: Check for potential filters applied by mobile carriers and review the user's settings in ConveYour.
Q: What is the difference between "Campaign End Date" and "Stop Campaign," and what is the impact on end users of previously launched campaigns?
A: Stopping a campaign ends it immediately, removing it from portals, while setting an end date schedules it to end later. Both prevent triggers from running but do not delete data.
Q: How do I know which line failed when I uploaded a CSV and one line did not succeed?
A: There is no built-in way to identify the failed contact. However, you can export the successfully imported contact group, import it into a copy of the original CSV file, and then remove duplicates. This will leave you with the failed contact in the CSV file.
Q: Why does it show that a user has 1 incomplete training when they appear to have completed everything in their contact portal?
A: The user was initially marked as incomplete because a lesson did not have the "finish" option selected at the end. This has been corrected, and the user now shows as 100% complete.
Q: How can I get access to a specific team?
A: You will need to reach out to the appropriate contact to gain access to the team.
Q: Is there a way to share a folder of lessons so that users can access them in the user portal like a library of content?
A: Yes, you can share a lesson folder by clicking on the 3 dots of the folder, selecting "share to group," choosing the group, and sharing. Learners will then see a lesson folder tab in the menu where they can access any shared lesson folders, which serves as a repository for important lessons.
Q: How can I log in as a learner instead of an admin?
A: You need to use the learner login instead of the Admin login.
Q: Can I use contact info in the text of a lesson, like verifying a phone number with a specific syntax?
A: Yes, you can do this using liquid syntax. Reach out to the support team for help.
Q: Is there a way to mass edit phone numbers for a group of users without removing and reloading them?
A: Yes, you can mass edit phone numbers using a CSV import.
Q: How can a team member request an API key?
A: A team member can send in a request for an API key, and the support team will follow up on the request.
Q: Is it possible to embed video upload examples into a lesson for future learners to watch, and how can I share videos uploaded by others?
A: You can embed video examples into a lesson by using the share URL from platforms like YouTube or Vimeo. Currently, there is no direct way to download videos uploaded into ConveYour, but you can share uploaded videos with learners by adding them to a lesson for review.
Q: How can I identify the process for a rep to resubscribe to text messages?
A: Have them text START to resubscribe!
Q: Can we lock down the appended message to "Reply STOP to unsubscribe," and will this be the default message?
A: Yes, that will be the default message.
Q: How do I upload a new portal path and can I assign a campaign to a different team?
A: To upload a new portal path, click on the three dots next to the campaign title and select the "Copy Portal Path" option. Currently, there is no way to directly assign a campaign to a different team. Instead, you can export the campaign, import it as a template in the new team, and create a new campaign from that template. You may need to update any notifications accordingly.
Q: How do I assign a lesson to an individual?
A: To assign a lesson to an individual outside of a campaign, create a group folder with the lesson inside and release it to a group that matches the specific contact using their email or employee ID. For a one-off lesson inside a campaign, you can add the learner as a contact to join the campaign.
Q: Can we change the button text on a campaign landing page?
A: Yes, you can change the button text. Navigate to the Campaign, click on "Landing Page," and then scroll down to the "Button Text" field under "Register Button Text."
Q: How can I make certain fields in a form required and send messages to users who haven't filled out specific sections?
A: You can make certain fields required to avoid them being skipped. Additionally, you can send a message to users who haven't completed the "Update Information" section by specifying which fields you need help with.
Q: How can I see exactly who watched a specific episode or completed a lesson?
A: To find out who watched the episode, go to a contact's profile of someone you know has finished it. Look for the event on their activity feed labeled as lesson_completed or watched_video. Click on the event and then select "view group." For a report, go to the campaign, click on Stats/Export Results to see who the event triggers are listed next to each name.
Q: How can I access my API token, and is it the same as the token listed under Settings/Analytics/Token?
A: The token listed under Settings/Analytics/Token is not the API token. Additionally, there is no account user marked as an API User, so the API key/token cannot be found directly.
Q: How do I do a contact search by Tag?
A: To search by tag, go to the "Groups" page, create a new Group, click "Add a filter," select the "tags" field, and then search for the desired tag under "value."
Q: Can ConveYour build intake forms that send different automated messages based on the information received?
A: Yes, ConveYour can set up intake forms that send automated messages based on the information received. The support team is interested in connecting further to understand the specific requirements.
Q: How can I restart a product for my clients, and will they be able to continue from where they left off after the restart?
A: The end date for the product has been changed to allow learners to pick up where they left off. You can restart the product by adjusting the end date in the timing options.
Q: How can I check who has completed a specific lesson using the API?
A: You can check the completion status of users through the API by using the appropriate endpoint that provides performance data for the course. If you need further assistance, please let us know.
Q: How can I ensure that a user no longer has admin access and reassign campaigns that were owned by that user?
A: The user can be removed from the account by accessing the correct team settings and reassigning campaign ownership. If the support team handles it, it may take longer due to documentation and scheduling, so it's quicker if the user's team manages the reassignment.
Q: How can I change my campaign to a "Join by date" and ensure it works from my landing page after a purchase?
A: Adjust the settings in your campaign configuration to change your campaign to a "Join by date." Ensure that your landing page is set up correctly to trigger the campaign when a purchase is made.
Q: How can I give someone access to reporting only?
A: You can create a guest user with the ability to view reports by following the steps outlined in the provided documentation, which also explains how to share specific groups with guest users to limit their visibility to only those contacts.
Q: How can I delete a contact from the system so I can re-add them properly since I didn't select a few needed fields?
A: You can delete a contact by clicking on the 3 dots next to the contact's name and then selecting remove.
Q: How can I view my training using the ConveYour app, or do I need to use the URL provided?
A: The URL provided is the correct place to complete your training. The ConveYour app is intended for admins, but you can save the portal link to your home screen for easier access.
Q: How is the "Estimated Overall Progress" on a Campaign Performance Report calculated?
A: The "Estimated Overall Progress" is calculated using a complex algorithm that can be affected by factors such as caching times, added content to lessons, or content availability changes. Discrepancies can occur if content is moved to draft after being released.
Q: How can I set up an automation where a response is sent back with a link to a form when a rep texts in a keyword?
A: ConveYour can do this by creating a Tag Group with the keyword and setting up an Automation to send a text response. The rep needs to use a hashtag before the keyword, and the process involves creating a group, setting up the automation, and testing it by texting the keyword.
Q: How can I ensure that participants in different time zones see the correct times for training schedules?
A: The system can be adjusted to display the training schedule according to each participant's time zone, ensuring that PST users see the correct time and CT users see the corresponding time for their zone.
Q: How can I delete and reupload CSVs with contacts?
A: Yes, you can delete and reupload CSVs with contacts.
Q: How can I export contact PIDs via groups for creating portal URLs?
A: Currently, contact PIDs are not exportable for security purposes. However, this feature has been approved and is in the planning stage, expected to be available soon.
Q: Is there a way to disable the chat feature for learners in ConveYour?
A: Currently, there is no option to disable the chat feature for learners in ConveYour. However, the team is working on a solution to ensure that notifications are directed to the specified email instead.
Q: Will the "Allowable Days" setting on a campaign delay releasing emails, texts, etc.?
A: The "Allowable Days" setting functions like black-out dates. Delays are calculated based on the days that are not blacked out, adjusting the release of communications accordingly.
Q: Is there a way to un-delete contacts that were accidentally deleted instead of archived?
A: Unfortunately, there is no option to recover fully deleted contacts; the system only allows for the recovery of archived contacts.
Q: How can I create a group based on specific individuals' names that I choose?
A: To create a group, it's best to use email addresses or phone numbers for the individuals you want to include. Using first names could result in adding multiple people with the same name.
Q: How can I assign a learner to lessons instead of campaigns?
A: The "Share to Group" button has been removed from Lesson Subfolders, and the team is working on addressing other concerns. Additionally, a fix for the lesson item deletion issue has been deployed, and updates regarding the custom feedback widget will be communicated as they become available.
Q: How do I update a contact's notification preference from text message to email?
A: Instruct the learner to access their portal and select the preferred alert method under their profile settings.
Q: How can I access the training system if I'm not in it yet?
A: You should reach out to your hiring manager, as you are not currently in their training system.
Q: How can I export a Contacts list from a specific campaign to obtain their emails?
A: Yes, you can export contacts by creating a new group with the condition "joined campaign is (campaign name)." After setting this condition, you can click the 3 dots to export the contacts.
Q: How can participants resolve issues with the spam filter that keeps unsubscribing them from the follow-up challenge emails?
A: Participants can resolve the issue by checking their junk/spam folders and settings, whitelisting the sender's email address, and using a direct link to access the game portal to answer questions.
Q: Is there a way to set up an auto response when someone texts back a specific/preset keyword?
A: You can use tag groups to set up an auto response for specific keywords.
Q: Is there a way to see everyone in the system separated by office, not just those who have scheduled interviews?
A: You can create a group to segment contacts by office, which will allow you to see everyone in the system organized in that manner.
Q: Is there a way to track recruiting attrition to show a leaderboard for that?
A: Yes, it is possible to track recruiting attrition, but it depends on how you measure attrition. Currently, larger companies usually have custom solutions, while smaller ones may not measure it as closely. A method has been created to help track attrition using Groups in the system.
Q: How can I change the name of a field?
A: You cannot change the name or label for a field once it has been created.