Answers when you need them

Use the portal invitation sent to your email. If the link expired, choose the password reset option on the sign-in screen. Contact support@simplysync.ai if the invitation went to the wrong address or you still cannot sign in.

Open Client Home, complete the Start Here Series, and then select Client Onboarding. Work through the onboarding conversation before uploading requested files so our team receives the business context and the supporting material together.

Gather your website and domain access, business phone and email details, calendar, social pages, Google Business Profile, payment tools, customer list, brand assets, offers, current forms, scripts, and the names of the people who need access. Never paste passwords into the conversation.

Yes. Return through the secure onboarding link in Client Home. Use the same email and phone verification details so the conversation stays connected to the correct client record. If your link no longer works, request a new one from support.

Choose the person who understands the real customer journey, day-to-day follow-up, offers, calendars, and team responsibilities. Other team members can supply details, but one owner should keep the answers consistent.

Give the person only the permissions their role needs. Have them complete the Start Here Series, then the Core Training tracks for the areas they will actually use. Let them practice with labeled internal records before working with live customers, payments, campaigns, or automations.

Start with unread conversations, overdue tasks, today's appointments, opportunities without a next action, failed payments, and any unusual changes in lead volume. Use the dashboard to decide where to work next, then open the underlying record before taking action.

Confirm the dashboard date range, pipeline, owner, status, attribution rule, and time zone. A dashboard summarizes records through its current filters, while a list may show a broader set. Open the source records before treating a difference as an error.

Review lead volume, response speed, appointments, pipeline movement, closed business, collected revenue, failed follow-up, customer issues, and the few exceptions that need a decision. Choose one measurable improvement for the next week instead of changing several systems at once.

Open Contacts, search for the person first, and then select Add Contact. Enter a clear name and at least one reliable contact method. Add the correct owner, source, tags, and business-specific fields before saving.

Open the existing contact, confirm you have the correct record, and update only the fields that changed. Review recent messages, notes, tasks, appointments, and opportunities before changing ownership or contact details.

A tag is a flexible label used to group people or trigger an approved process. It can describe a lead source, customer status, service interest, or action. Use the established tags in your account instead of creating similar spellings of the same idea.

A custom field stores a specific value, such as service type, location, renewal date, or estimated value. A tag labels a record; a custom field holds information that can be displayed, filtered, reported on, or used by an approved automation.

Search by name, email, and phone before creating a record. Keep one primary record with the best information. If duplicates already exist, pause before merging so conversation history, opportunities, appointments, and automation activity are not lost.

Yes, but clean and map the file first. Use one row per person, consistent phone and email formats, clear column headings, and only data you are permitted to store and contact. Test a small sample before importing the full list.

Open Conversations to view supported email, text, chat, and social messages in one shared inbox. Confirm the assigned user and read the recent history before replying so the customer receives one coordinated response.

Check the destination, consent status, sender connection, and error shown in the conversation. A message can fail because the address is invalid, the number cannot receive texts, the person opted out, or a sending service needs attention. Do not repeatedly resend before finding the cause.

Treat the opt-out as final for that channel. Do not remove the restriction or send another marketing text. If the customer contacts you through another channel, answer only within the permissions and policies that apply to that conversation.

Open the conversation, choose the correct owner or assignee, and leave a useful note or task when context is needed. Assignment should make responsibility clear, not simply move an unread message out of view.

Calendars control availability, booking rules, reminders, rescheduling, and cancellation. Test every public booking link as a customer, confirm the time zone, and make sure the appointment lands on the correct team member's calendar.

Check the calendar time zone, connected personal calendar, weekly availability, date overrides, meeting duration, buffers, and minimum notice. Test in a private browser window after changes so you see the same availability a customer sees.

Confirm the correct external calendars are connected and that conflict checking is enabled for the calendars that block your availability. Also review whether multiple team members or round-robin settings legitimately allow simultaneous appointments.

An opportunity represents a potential or active piece of business connected to a contact. It tracks where that work stands, who owns it, its estimated value, and the next action needed to move it forward.

Move it only when the real-world milestone described by the next stage has happened. Keep the owner, value, status, and next task current. Pipeline reporting becomes unreliable when stages are used as reminders instead of completed milestones.

Search for the contact first, then check other pipelines, filters, owners, statuses, and date ranges. A contact record can exist without an opportunity. If the person should be in the pipeline, create or restore the correct opportunity without duplicating the contact.

Open Payments and choose the approved invoice or payment-link process for your account. Before sending, confirm the customer, amount, due date, description, taxes, payment methods, and connected payment account. Test new templates with a safe internal transaction first.

Use Payments and the related invoice or transaction record. Confirm the payment status rather than relying only on a conversation or email notification. Refunds, disputes, failed payments, and subscriptions may have separate status details.

Only team members with the correct permission should issue refunds. Confirm the transaction, amount, reason, and refund policy first. If you are unsure or the payment is disputed, contact SimplySync support before taking action.

Open the Social Planner, select the correct connected profile, preview the media and copy, choose the date and time, and verify the post appears in the planner. Use approved brand assets and confirm links work before scheduling a larger batch.

Draft the post, choose the correct author, image, summary, URL, category, and search settings, then preview it on desktop and mobile. For Client Portal updates, use the category designated by SimplySync so eligible posts can appear in Pinned Updates.

Use the approved review request process after a genuine customer milestone. Confirm the person has consented to receive the message, use the correct review link, and do not offer incentives in exchange for a positive review.

Respond calmly, acknowledge the concern without arguing, avoid sharing private customer details, and invite the person into an appropriate private support channel. Record the operational issue internally so the team can fix the cause rather than treating the public reply as the whole solution.

Send a test to a small internal group first. Check the sender, subject, personalization, links, images, mobile layout, unsubscribe path, audience filters, schedule, and time zone. Confirm the final recipient count before approving the full send.

Contact SimplySync before editing an active automation. One change can affect triggers, messages, assignments, reporting, and many customer records. We will confirm the intended outcome, protect active leads, and test the change safely.

Check whether the trigger event occurred, the contact met every filter, the workflow was active, the contact was eligible to re-enter, and the next action was not waiting on a scheduled time. Send support the contact name, expected action, and approximate time so we can trace it.

Use a clearly labeled internal test contact and one controlled path at a time. Verify the trigger, timing, message content, assignment, pipeline movement, stop conditions, and final record. Never test a new process on your full customer list.

Open the SimplySync Core Training Library and use the AI Studio and AI Agents sections. Start with the approved purpose and guardrails for each tool before changing prompts, knowledge sources, actions, phone behavior, or customer-facing responses.

Do not paste passwords, payment card data, private health information, government identifiers, confidential legal material, or customer information you are not authorized to process. Use the minimum context needed and review every result before using it with a customer.

AI Studio is where an approved AI-assisted experience or project can be designed and refined. An AI Agent is a customer-facing or operational assistant with a defined role, knowledge, channels, and allowed actions. Both require a clear purpose, test cases, boundaries, and human review before publishing.

Use an internal test identity and a written set of normal, difficult, off-topic, and escalation scenarios. Verify facts, tone, data collection, booking behavior, stop conditions, human handoff, and what the agent does when it does not know an answer. Do not publish until the failure cases are acceptable.

Use the approved offer, enrollment, or invitation process for your account. Confirm the correct contact email, product, access level, and welcome message. Then test with a non-admin learner account so you verify the customer experience instead of only the administrator view.

Confirm the customer used the invited email, accepted the correct portal invitation, and has an active enrollment or offer for that product. Also check product publication, lesson publication, access dates, and whether the person is looking in the correct client portal.

A form can update a contact, trigger approved follow-up, create an opportunity, notify a team member, or redirect the visitor. Test the full journey with an internal contact and confirm the saved contact fields, opportunity, notifications, messages, and thank-you page.

Small approved content edits may be appropriate, but first confirm which page, version, form, domain, and automation are live. Preview desktop and mobile, submit one internal test, and keep a rollback copy. Contact SimplySync before changing scripts, domains, payment steps, or active lead routing.

Use clear names that include the business, asset purpose, and version. Keep approved logos, photos, videos, and campaign assets in predictable folders. Before replacing a file, check where the existing URL is used so a live page, email, course, or automation does not break.

Confirm the business purpose, account owner, permissions requested, data that will move, source of truth, trigger direction, duplicate behavior, failure alerts, and how to disconnect it. Start with the smallest permissions and one controlled test record.

Record the affected records and approximate failure time, then check whether the connection expired, permissions changed, a field was renamed, a usage limit was reached, or the destination rejected the data. Avoid reconnecting repeatedly until you know whether doing so will replay or duplicate activity.

Open Upload Setup Files from Client Home. Verify the contact details on your SimplySync account, choose up to five requested documents or assets, and tell us what they are for. The Upload Center connects the files to your record and creates a trackable notification for our team.

Yes, when you use the SimplySync Upload Center. A successful upload stores the files against your contact record and creates a Customer Service item for the onboarding team. Native Shared Files may not generate the same alert, so use Upload Setup Files from Client Home for onboarding material.

Use the Finances section in the client portal. Invoices, estimates, and contracts each have their own area. Contact support if a document you expect is missing or belongs to a different business.

The standard first-response target is within one business day. Mark a request Urgent only when a live customer-facing function is unavailable, money cannot be collected, or a serious access or security issue exists.

Include the affected contact or page, what you expected, what happened instead, when it happened, and any safe screenshot or error message. Do not send passwords or complete payment information. One clear request is easier to track than several messages about the same issue.

Refer a business that is new to SimplySync AI. When that business becomes an active paying client, you receive one free month valued at up to $500. Multiple qualifying referrals and promotions are allowed.

Open Trainings & Updates, choose Learning, and use the SimplySync Core Training Library. It covers contacts, conversations, opportunities, calendars, automations, billing, files, support, marketing, reviews, AI tools, reporting, sites, forms, and connected apps.