📝 Overview
This guide collects answers to common Marketing Suite questions and quick fixes for the issues we see most often. If you can't find what you need here, the feature guides in this collection go into more depth, and our support team is always happy to help.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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Click the arrow to view frequently asked questions
Where do I find Marketing Suite? It isn't a page inside my dashboard.
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Click the arrow to see the answer
Marketing Suite is a connected add-on rather than a screen inside your main dashboard. You open it from your account, and it uses your existing login, so there's no separate username or password.
I can't log in to Marketing Suite. What should I check?
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Click the arrow to see the answer
First, make sure you're logged in to your main account and opening Marketing Suite from there, rather than trying to sign in to it directly. If you've only just been set up, please allow a little time for your account to finish provisioning. If you still can't get in, please contact support and we'll take a look.
Why can't I see a feature that's mentioned online?
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Click the arrow to see the answer
Marketing Suite includes a specific set of features, and some options you may see referenced elsewhere are not part of your package or are intentionally hidden. If a feature you expected is missing from your menu, please reach out to support and we can confirm what's included in your account.
My contacts haven't appeared yet. Is something wrong?
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Click the arrow to see the answer
Your customer data connects to Marketing Suite automatically, but it can take some time to come through after your account is first set up. If your contacts still haven't appeared after a reasonable wait, please contact support so we can check your account.
My campaign emails aren't sending or aren't being delivered. What should I check?
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Click the arrow to see the answer
A few things to look at, in order: make sure your business mailing address is set in Administration ➜ Business Profile, check your sender settings in Administration ➜ Email Configuration, and review individual email statuses in Administration ➜ Email History. Sending to engaged segments and keeping your templates simple also improves deliverability.
The AI chat widget isn't appearing on my website. Why?
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The chat widget isn't added to your website automatically. You need to install the widget code on your site or enable it within your site builder. Bear in mind the widget requires a website to live on, so if you don't currently have one, the chat widget won't be available, although the rest of Marketing Suite still works.
Why did my AI Receptionist give a wrong or odd answer?
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The AI answers using its Role prompt and the knowledge you've given it, so gaps or outdated information there lead to weak answers. Open the conversation, click the Explanation on the AI's reply to see which source it used, then update your AI's knowledge or Role accordingly.
Where do leads captured by the AI or my forms end up?
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They're saved as contacts in CRM ➜ Contacts. Web chat conversations where the AI couldn't capture contact details are kept in the Anonymous Visitors tab of Conversations.
How do I cancel or change my Marketing Suite subscription?
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Please get in touch with our support team and we'll help you with any changes to your subscription.