FAQ

This page covers what admins and CSMs ask us most during the pilot, grouped by topic. If your case is not here, try Troubleshooting or write to [email protected].

Access and accounts

Why did my invitation not arrive?

First, check spam and promotions. The sender is [email protected]. If it is not there, ask your workspace admin to resend it: invitations expire after 7 days and a new one has to be issued after that. If the admin already resent it and nothing arrives, your company's mail server may be blocking us. Write to us and we will help you unblock it.

How do I add someone from my team?

Admin → Team → Invite: enter the email, pick the role, send. The full flow is in Team and roles.

What does each role mean?

Four roles, from most to least permissions:

• admin: configures everything (users, health model, integrations, billing).
• director: sees the whole aggregate book, edits health model and playbooks, exports. Does not edit customers individually.
• csm: works their assigned book. Sees and edits only their own customers.
• viewer: read-only. Useful for sales, auditors or external stakeholders.

The full permission matrix is in Roles and permissions.

Can my role be changed?

Yes. Another admin can change it from Admin → Team → [your user] → Change role. You cannot change your own role. If you are the only admin, contact us.

Initial setup

I just created the workspace, where do I start?

The recommended order is in Set up your workspace. In short, for day one: branding, corporate domain, connect Gmail, import 10 sample customers, invite a colleague, and check that playbooks fire.

How do I import my existing customers?

Two routes:

1. CSV: export from your current CRM or sheet and upload it under Admin → Data → Import CSV. See Import CSV for the expected format.
2. API: if you have a technical team, the ingestion API with your API key (Settings → API Key). See Ingestion API.

Can I change the workspace name later?

The display name, yes: Admin → Settings → Branding. The subdomain (your-company.lealup.com) we can change for you, but it needs coordinating so active sessions do not break. Write to us if you need it.

Can I have more than one workspace?

Yes. The same email can belong to several workspaces (for instance if you consult for several clients). You switch with the picker at the top left. Each workspace has its own subdomain, data, users and billing. Nothing is shared between them.

Health and metrics

Why do some customers have a health score of 0 or N/A?

Usually one of three reasons:

1. Not enough signal: a freshly imported customer, no emails, no events, no tickets. It shows as N/A until there is data to work with.
2. A dimension with no connected source: if you do not have Zendesk, the Support dimension sits at 0. Fix it by disabling that dimension under Admin → Health → Model and redistributing its weight.
3. A badly calibrated threshold: if "healthy" is set at 85 or above and most of your data lands at 60 to 70, everything looks low.

More detail in Health model.

When does the health score update?

The calculation runs once a day, in the early hours UTC. It does not follow your workspace timezone, so depending on where you are it may have run yesterday afternoon for you. If you need it updated now (you changed the model, you imported a lot of data), force a recalculation from Admin → Health → Recalculate.

How do I tune the health model for my business?

Admin → Health → Custom model. You can pick one of the 4 presets (Balanced, Usage Heavy, Engagement First, Support Critical) or customize weights and thresholds. The full guide is in Health model.

Integrations

How do I connect Gmail?

Each CSM connects their own Gmail from My profile → Integrations → Gmail → Connect. It is a standard Google OAuth flow. The workspace admin has to have enabled the integration first. Detailed steps in Gmail.

How do I connect Google Calendar?

Same as Gmail: My profile → Integrations → Google Calendar → Connect. Customer meetings show up on the timeline automatically, and the AI prepares briefings in a daily process. See Google Calendar.

Can I connect WhatsApp?

Yes, through Kapso or Twilio. It is a workspace-wide integration (the admin connects it, not each CSM). Messages with customers are logged to the timeline. See WhatsApp.

Which integrations are available?

Today: Gmail, Google Calendar, WhatsApp, Slack, Pipedrive, HubSpot, Zendesk, Jira and CSV import (see Integrations). Also Outlook and the Microsoft 365 calendar, which an admin enables first. On the roadmap with no committed dates: Salesforce and native product-analytics connectors. If you need a specific one, tell us: we prioritize on demand.

Where is the HubSpot integration?

It is available: Settings → Integrations → HubSpot → Connect (OAuth). It syncs companies, contacts and deals on a periodic refresh. See HubSpot.

Privacy, data and billing

How is data isolated between workspaces?

Every table carries a mandatory workspace identifier and all queries are filtered at the repository layer. Data from another workspace cannot appear in yours, and we cover that with isolation tests that run on every change. No cross-workspace access, not even for our own debugging.

Can I export my data?

Yes, as CSV. Three things can be exported today: customers, tasks and subscriptions. The export is a queued job that becomes available to download when it finishes. See Exports.

What happens to my data if I cancel?

Write to us before cancelling and we will arrange exporting everything of yours. During the pilot there is no automated retention policy: each case is handled with the team.

Can the AI take actions for me?

Not today. The AI is read-only. It produces briefings, suggestions and analysis, but every action (send an email, create a task, change an owner) is confirmed by you. More context in Alfred.

Is there a mobile app?

Not yet. The web app is responsive and works well on tablet and phone for quick lookups. A native app is on the roadmap but is not a pilot priority: we want to mature the web app first.

What does it cost? What does the pilot include?

There is no billing during the pilot. Afterwards the model is based on ARR under management rather than per seat, with terms agreed with the commercial team. For specific pricing questions, write to [email protected].

Did not see your question?

Try Troubleshooting for specific symptoms, or write to [email protected].