FAQ

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Document preparation

For everything about preparing large documents for Ask — what the chip means, how long it takes, and what to do if it looks stuck — see Document preparation.

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Sign in

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How do I sign in?

Enter your email and request a verification code. Enter the 6-character code from your inbox. No password required.

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I didn’t receive the verification code.

Check your spam folder. Codes expire quickly — request a new one if it didn’t arrive. Contact your admin if the issue persists.

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How do I get an account?

Your organization admin invites you from Settings → Users. You’ll receive an email with a sign-in link.

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Can I change my email?

Contact your admin to update your email.

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Review and jobs

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What is a job?

A job is one completed interaction (call, SMS, or form) with one Client File. It’s the unit of work in the Review queue.

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What does reviewing a job mean?

Look at the data the agent captured during that interaction and decide what gets kept. Accept values that should become authoritative on the Client File, ignore redundant ones, and save.

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What’s the difference between pending and trusted?

Pending is data an agent captures during a job — visible but not yet confirmed. Trusted is confirmed data — the authoritative value on the Client File, used downstream and written to your CRM.

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What’s the difference between the Review page and the Client Files page?

Review is the job queue — process interactions and confirm captured data. Client Files is the directory — browse people and cases, view their full Client File.

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What does “Assigned to me” do?

On the Review page, Filter → Assigned to me shows only jobs assigned to your user. Turn it off to see all jobs.

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What do I do with a pending row I don’t want to keep?

Click Ignore. It clears when you Save Pending, and trusted stays unchanged.

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What if a job has no pending rows in intake?

Either it’s already been reviewed or the agent didn’t capture anything. Check the job status — Processed or Verified means it’s handled.

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Outbound

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How do I send communications to a Client File?

Open the Outbound page, select a script and report, choose a Client File, and start the interaction.

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What happens after an outbound interaction runs?

A job is created and lands in the Review queue once it’s ready for review.

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Where do reports come from?

Your team creates them (for example from a CSV on Client Files—see Reports), or your admin sets up naming and usage conventions. Ask which reports to use for a given workflow.

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What if a Client File has no phone number?

The Client File needs a valid phone number for calls. If it’s missing, the job will be skipped or flagged. Contact your admin to update the Client File.

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CRM and data

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How do I push data to our CRM after reviewing a job?

After completing intake, use the field mapping option to select which trusted values to write back. Your admin configures which fields are available.

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What if a CRM update fails?

Check the error message on the job. Common causes: incorrect field mapping, permissions issues, or a connectivity problem. See Troubleshooting.

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Can I see where a value came from?

Yes — every value carries provenance. See the source (call, CRM, form, etc.) and when it was captured.