View synced records, manage unsubscribes, and triage automation issues using the Admin Panel.
⚠️ Important: Admin access is required to view organisation-wide records and unsubscribe controls.
View Synced Contacts and Candidates
The Contacts and Candidates sections display all records synced from the CRM.
Go to Automations.
Click Contacts or Candidates.
Select the active CRM integration.
📌 Note: These views show synced data only and do not edit live CRM screens.
Search for a Specific Record
Use search to investigate individual record issues.
Open Contacts or Candidates.
Click the search icon.
Enter the name or email address.
Open the record to review its status.
📌 Note: This is commonly used during support triage when a client reports a missing or incorrect record.
Review Subscription Status
Admins can check whether a record is subscribed to automation emails.
Open the record from Contacts or Candidates.
Review the subscription indicator.
Confirm whether the record is active or unsubscribed.
📌 Note: Subscription status affects automation emails only.
Manage the Unsubscribe List
The Unsubscribe list controls who can receive automation emails.
Go to Automations, then click Unsubscribe.
Search for the contact or candidate.
Add or remove the record as required.
📌 Note: Records can be added manually or appear automatically when users click an unsubscribe link.
Unsubscribe from Specific Automations
You can unsubscribe a record from selected automations only.
Select the record in the Unsubscribe list.
Choose whether to unsubscribe from all automations or selected ones.
Save the changes.
📌 Note: This allows users to stop emails from one automation without blocking all outreach.
Understand What Unsubscribes Apply To
Unsubscribe controls apply only to automation emails.
📌 Note: Chatbots embedded on websites or linked directly are not affected by unsubscribe settings.
Review Email Templates During Triage
Email templates are a common cause of automation failures.
Go to Email Templates.
Open the template used by the automation.
Review merge tags and formatting.
⚠️ Important: Invalid or empty merge tag fields can cause emails to fail.
Capture the Correct Reference for Engineering
When escalating an issue, always share a direct system reference.
Copy the Correct URL
Open the affected chatbot, automation, or email template.
Copy the page URL.
Include it in the support ticket.
📌 Note: URLs take engineers directly to the affected configuration.
Copy the Company Identifier
Locate the company name in the admin interface.
Copy the company name with its system code.
Include it in the escalation.
📌 Note: This is the most precise identifier for backend investigation.
Check Integration Sync Status
Before escalating automation issues, confirm CRM sync health.
Go to Settings, then click Integrations.
Open the connected CRM.
Review Sync Status and completion percentage.
📌 Note: Partial or failed syncs can impact automation reach and email volumes.
💡 Best Practices
Always confirm unsubscribe status before investigating email issues.
Copy direct URLs instead of screenshots for escalations.
Check CRM sync status before raising automation tickets.
Review merge tags first when emails fail.
Use record search to validate client-reported issues quickly.
🤔 FAQs
Q1: Why is a contact not receiving automation emails?
Answer: The record may be unsubscribed globally or from a specific automation.
Q2: Does unsubscribing block chatbots?
Answer: No, unsubscribes apply only to automation emails.
Q3: What should I include when escalating to engineering?
Answer: Include the direct URL, company identifier, and a short description of the issue.