Frequently Asked Questions (FAQs)

How do I add users to my Scrunch account?
For individual brands, navigate to the Team Members tab and add an email here. For agencies or enterprises looking to add users to all brands within the organization, go to the Settings tab in your Scrunch and add users by email. Any admin can assign or reassign admin roles to other users. New users will receive an automated email from Scrunch inviting them to join the brand or organization.

I didn’t receive an invite email - what should I do?
Check your spam folder and try logging in directly at app.scrunchai.com with your email. If you still can’t access, contact your org admin or Scrunch support at support@scrunchai.com.

Can multiple admins manage my Scrunch account?
Yes, you can assign admin roles to multiple users for a brand in the Team Members tab. For agencies looking to make changes across all brands in an organization, you can do so the 'Settings' tab. Roles can be reassigned by any existing admin anytime.

Can Scrunch work with shared/alias admin emails?
Yes, just invite the shared or alias email in the Team Members tab (for individual brands) or Settings tab (for agencies and enterprises) like any other user.

How do I update my billing or payment method?
You can update billing by visiting the billing portal here, or by clicking on your account name in the bottom left corner of the screen, then "Manage account." Here you'll see a tab for 'Billing.' The billing portal will also allow you to view receipts and past/future invoices.

Please note - only the email that signed up for Scrunch can view and update billing info. That can be changed by reaching out to support@scrunchai.com.

How do I cancel my Scrunch subscription?
Contact support@scrunchai.com to confirm cancellation before your next renewal to ensure you aren’t billed for the next period.

How is the overall 'Presence' calculated?
Presence is an aggregate score across all prompt variants over the last 90 days. Within each prompt, it’s a binary measure - any time your brand is cited or mentioned in an answer, it counts.

Why does Presence differ between overall and topic views?
Topic-level Presence shows results just for that topic; overall is the average across all topics.

What counts as a citation in Scrunch?
Citations include clickable links, plain-text URLs/domains, or even brand mentions in AI answers. Scrunch may also track plain-text brand mentions if cited.

Are metrics based on answers or prompts?
Most metrics are based on unique answers (responses), not just prompts. Each AI model’s response counts separately.

How can I check the sample size behind my metrics?
Detailed reports show the number of analyzed answers. Reach out to support for additional info.

How are Topics assigned, and can I change them?

Scrunch uses AI to automatically assign prompts to your defined Key Topics in the Context tab. You cannot manually change a prompt’s topic, but you can use ‘Tags’ to group prompts as you wish.

Why are competitors flagged when not mentioned on my page?
Sometimes this is due to metadata, related content, or association within the AI answer set.

How does Scrunch define "Brand Presence?"
Any explicit reference to your brand in an AI-generated answer. Scrunch is doing a regex match for your brand using the brand names defined in the Context tab.

What if my competitors are incorrectly flagged in my reports?
Contact support@scrunchai.com - we’ll review the detection settings and make adjustments if needed.

What is the difference between Branded and non-branded prompts?
Branded prompts include your brand name or product directly in the query, while non-branded prompts are generic industry or solution-based queries that don’t mention your brand.

What does 'Influence Score' mean in the 'Citations' tab and why does it matter?

Influence Score represents our version of an 'impact score.' Pages with a high index are ones that are most influential for the prompts you're monitoring. This metric is calculated by multiplying the 'Prompts' number by 'Citation Consistency.'

How often does Scrunch collect responses to prompts?

When you first add a prompt, Scrunch collects responses every day for the first 14 days to give you a rich dataset at the beginning of your monitoring cycle. After that, Scrunch rolls back the response collection to every 3 days (72 hours).

How do I submit a feature request?
Just email your idea or suggestion to support@scrunchai.com, and our team will review it for potential inclusion.

Why does the “Brand Present” column in the Citations tab say “No” when my brand is clearly listed on the page?

The “Brand Present” column is an automated check that looks for your brand name in the raw text of a cited page. Sometimes a page may show “No” even if your brand is visible to a human reader. This usually happens when:

This column is a convenience indicator, not a measure of your AI visibility. Even if it says “No,” your AI presence data and citations in model responses are unaffected.

Does Scrunch track subdomains or do I have to list them all in 'Context'?

Scrunch automatically tracks all subdomains, so you don’t need to list them individually. Just enter your main domain and Scrunch will handle the rest.

What if I just want to track a specific subdomain and not everything?

If you want to track only a specific subdomain, simply enter that subdomain (e.g., blog.yoursite.com) in the 'Context' tab as an alternate website, and Scrunch will focus monitoring on just that subdomain.

Why is my site marked inaccessible to AI crawlers?
Usually, it’s due to JavaScript-only content or bots being blocked in your robots.txt or firewall. You can always take a look at your domain's robots.txt by visiting https://www.{yourdomain.com}/robots.txt
Now, occasionally, it's because you're blocking our bot. Visit your CDN provider (Cloudflare, Akamai, etc) and consider specifically allowing Scrunchbot on your site. Visit https://scrunchai.com/bots/ for more details on Scrunchbot.

Why is my brand cited if AI can’t access the page content?
AI sometimes uses just the page titles or metadata to guess the content, even if the full page is blocked.

Why should I enable Scrunchbot in my robots.txt?
If you're seeing error in the 'Site Audit' tool with accessibility, it's possible your CDN is blocking our bot. Allowing Scrunchbot ensures Scrunch can audit your site for AI readiness and use the tools in your org with the intended output. More details here: https://scrunchai.com/resources/guide-to-ai-user-agents/

How do I enable Scrunchbot in my robots.txt?
See our bot information here: https://scrunchai.com/bots/

How does Scrunch handle sites with JavaScript-only content?
AI bots can’t read content that loads only with JavaScript. Add server-rendered summaries in meta tags or HTML so AI can access key information.

How do I hook up my GA4 data to the ‘AI Traffic’ tab?
In the ‘AI Traffic’ tab, Scrunch pulls from whichever Google Analytics 4 account is signed in within your browser—not your Scrunch email. Make sure you’re signed into the correct Google account in your browser (Chrome, Safari, etc.), select your GA4 environment from the drop-down in the top-middle of the page, and contact support if you still have issues.

What are key topics used for?
Key topics organize your prompts into logical groups, making it easier to track and report on themes that matter most to your business.

How do I add key topics?
Go to the Context tab and add your key topics directly—these will then be available for prompt grouping and analysis.

What are Customer Personas used for?
Customer Personas let you monitor how AI models respond to different user types, which is essential as AI search becomes more personalized and context-aware.

How should I think about creating Customer Persona descriptions?
Write a one- or two-sentence summary that describes the customer’s motivation, role, and what they’re looking for—this helps Scrunch tailor tracking and insights for each persona.

How do I use my SEO keywords with Scrunch prompts?
Use the “Convert SEO keywords” tool in the Prompts tab to bulk-upload and turn your keywords into prompts automatically.

Can I swap out or archive irrelevant prompts?
Yes, you can bulk archive or edit prompts at any time. You're also welcome to send over a CSV for bulk prompt uploads with relevant tags, platforms, and personas. Please reference the CSV template here.

The prompts I currently have in Scrunch aren't great. What should I do?Consider starting with a list of SEO keywords you're already tracking. You can use the 'Convert SEO Keywords' tool to translate those into relevant prompts for your brand.

Once I create a prompt and select the LLMs I want to test, am I able to change the LLMs (e.g., I no longer want to track Meta or want to start tracking Perplexity)?

Yes, you can adjust which LLMs a prompt is tracked against at any time by clicking the prompt’s menu (three dots on the top right) and configuring models, tags, or archiving as needed.

How can I see which pages AI is actually using in its responses?
The Citations tab in Scrunch shows every URL cited by AI for your monitored prompts, along with frequency over time.

How do I edit prompts?
Currently, prompts can’t be edited directly; if you need to make a change, archive the existing prompt and add a new version.

How do I archive prompts?
In the Prompts tab, sort prompts by 'Seed Prompt,' then select the checkboxes next to the prompts you want to archive. You can use the bulk archive option to remove them from active tracking.

How do I submit a support ticket?
Contact support@scrunchai.com with your issue, we'll let our AI bot try to tackle it first, then get our support team involved. They will respond as soon as possible (generally within 24 hours).

What should I/can I do with all this Scrunch data?
Use Scrunch data to identify gaps in your AI visibility, benchmark against competitors, and prioritize content or technical updates that will help your brand show up in AI search. Take a look at the Citations tab and pay attention to the 'Index' column for a blueprint of what's working in AI Search for the prompts you're monitoring.