How can we help?

When this helps

• You want a step-by-step setup for the standalone Website Agent plan or a Plus workspace.
• The publish switch is unavailable or the hosted link has not appeared.

What to do

1. In the correct workspace, complete the business profile and save customer-facing facts in Dashboard > Website Assistant (standalone) or Dashboard > Sales Agent (Pro Plus or Team Plus).
2. In Dashboard > Calendar, enable Calendar, choose a US or Canada time zone, set work hours, and add at least one booking service. Add a business address for appointments at your location. Google Calendar is optional for basic booking; connect it if Google busy time should block offers or bookings should sync there.
3. For each catalog service, choose Book an appointment, Request a quote, or Ask for a follow-up in the Website Assistant conversation paths, then save. Set the greeting and brand options if desired.
4. Turn on Publish website Assistant and save website settings. Open Preview from the hosted link, install the copied embed or floating button on your site, and publish the site page.
5. On the live page, ask a question grounded in saved facts and complete a test booking. Confirm the appointment in Feply Calendar and its customer email. Standalone owners can mark installation and live testing complete in the five-step checklist.

When this helps

• You want the Assistant inside a page or across your website.
• Your website editor offers a custom HTML, embed, or site-wide code area.

What to do

1. Open Website Assistant in the dashboard and publish the website channel; the Hosted link, Embed code, and Floating website button code then appear under Add the Assistant to your website.
2. For an inline chat, copy Embed code into a custom HTML or embed block on the page. For a floating launcher, copy Floating website button code once into your site's global custom code or footer area.
3. Save and publish your website changes, then open the public page in a fresh browser window on desktop and mobile. Ask a question and try a booking or quote request.
4. If your website builder removes custom code or does not allow embedded content, use a normal button or link to the Hosted link instead.

When this helps

• You use Squarespace and want to show the Assistant on a page or across the site.
• The editor removes the code or the chat frame is clipped.

What to do

1. In Feply, publish Website Assistant and copy Embed code for one page or Floating website button code for the whole site.
2. For an inline chat, edit the target Squarespace page, add a Code block, choose HTML, and paste Feply's complete iframe code. Save and publish the page.
3. For a floating button, open the site's code injection settings and paste the complete Feply script in the footer area so it loads on each page. Save and publish.
4. Open the published page on desktop and mobile. If Squarespace blocks the code on your plan, use a button linked to Feply's Hosted link and check that it opens correctly.

When this helps

• You use Wix and need to place the chat on a page.
• The floating button moves with the page or does not open its chat.

What to do

1. In the correct Feply workspace, publish Website Assistant, save its greeting, colors, and launcher position, then copy the complete Floating website button code. The snippet already includes that workspace's ID; do not reuse code copied from another business.
2. On a published Wix site with a connected domain, open the site dashboard (not an Embed HTML element). Go to Settings > Custom Code > Add Custom Code. Paste the complete Feply script, give it a recognizable name, choose All pages and Load code once, place it in Body – end, and click Apply. One snippet creates both the fixed button and its in-page chat panel; no separate Wix button or iframe element is needed.
3. Set the snippet's Code Type to Functional so Wix can honor the visitor's consent choices. If the site uses a cookie banner, grant the relevant consent while testing. Dashboard Custom Code changes take effect through Apply; publish in the Wix editor only if you also changed editor content.
4. Open the public HTTPS site in a fresh tab. Allow a short propagation delay if the snippet was just applied, then check the home page and a second page. The button should stay at the screen edge and open and close the chat without changing pages. Ask a test question, then repeat on mobile. After a test booking, use Manage appointment to open the secure customer page in a new tab and verify rescheduling and cancellation; the Wix chat stays open. Remove any older floating script from an Embed HTML element to avoid a second, clipped button.
5. Wix Popup workaround when Custom Code is unavailable: copy Feply's iframe Embed code instead. In Wix Editor, choose Add Elements > Interactive > Popups and add a popup. Under Set Triggers, turn off automatic display. Add an Embed HTML element inside the popup, paste the complete iframe code, and confirm Wix shows it attached to the popup. Make the popup and embed large enough for the chat and keep an X or Close button visible.
6. Add a normal Wix 'Ask us' button to the page. Link it to the popup, not to the Hosted link. On desktop, you can pin the button to the screen and choose Show on All Pages; arrange a visible mobile button separately because Wix Editor does not support pinning elements on mobile. Publish the editor changes and test opening, sending a question, scrolling, and closing the popup on desktop and mobile. This workaround needs a Wix button, popup, and iframe element; it does not install the one-script floating launcher.
7. For an inline chat on one page instead, use Wix Editor > Add Elements > Embed Code > Embed HTML, paste Feply's complete iframe Embed code, size the area for the chat, and publish the page. If Wix blocks embeds, link a regular Wix button to the Feply Hosted link.

When this helps

• You use WordPress and want an inline Assistant.
• WordPress strips the iframe or script after saving.

What to do

1. Publish Website Assistant in Feply and copy the Embed code or Floating website button code.
2. For an inline chat, edit the WordPress page, insert a Custom HTML block, paste the complete Feply iframe, and publish or update the page.
3. For a floating button, use a trusted site-wide custom-code or footer-script area to add the Feply script once. Publish the change and test the public page.
4. If the code disappears, check your WordPress.com plan and hosting features or your self-hosted account's unfiltered_html permission. Use Feply's Hosted link when embeds are unavailable.

When this helps

• Your site is custom-built or its editor has no named Feply integration.
• The chat is blocked by a content security policy.

What to do

1. Publish Website Assistant in Feply and copy the code from the correct workspace. The copied snippet already contains its workspace ID and appearance settings.
2. Place the complete iframe in the page section where the chat should appear, with enough height for booking. For a floating launcher, include the complete script once in a site-wide layout near the end of the body.
3. If your site has a content security policy, allow the Feply embed origin in frame-src for the iframe and the Feply script origin in script-src for the launcher. Use HTTPS for the live site.
4. Deploy the site, then test a question, a service selection, and a booking on desktop and mobile. If embedding is restricted, link a button to the Hosted link instead.

When this helps

• The Assistant cannot answer a service question or quotes an outdated detail.
• You want to draft answers from a public service or FAQ page.

What to do

1. Add specific customer-facing facts about services, areas served, preparation, and policies in Website Assistant or Sales Agent, then choose Save answers or save Sales Agent preferences.
2. To draft from a website, paste one public HTTPS service or FAQ page under Draft answers from your website and choose Generate draft. Review and edit the result before adding it to business facts and saving; importing never changes live answers automatically.
3. For tracked pages, use Check for changes and review the new draft before saving any updates. Use Booking catalog for service names, duration, and prices; turn on Show saved catalog prices to customers only when you want those prices shared.
4. Ask the same question in Preview after saving. If the answer still needs team confirmation, review the website chat or customer-question alert and add the verified answer to saved facts.

When this helps

• You want Sales Agent and Website Assistant to learn changed public site information without importing each page again.
• A synced page has an error or does not appear in the dashboard.

What to do

1. As the workspace owner, open Sales Agent > Answers and pricing or Website Assistant > Business facts. Under Website knowledge sync, paste a public HTTPS page on your site, select automatic updates, and save. Feply saves only the site's domain; use the exact hostname visitors see. Managers can view status, but only the owner can enable it.
2. Copy the sync code that appears after saving and add it once to your site's site-wide footer or custom-code area. On Squarespace use site-wide Code Injection, on Wix use Settings > Custom Code in the body or footer of a published site with a connected domain, on WordPress use an approved site-wide code area or theme layout, and on a custom site place it once before the closing body tag. Publish the site. The sync code is separate from the Website Assistant chat embed.
3. Visit a public service or FAQ page. Its URL should appear under Synced pages after Feply verifies it. If it does not, enter that page's URL in the Website URL field and choose Sync the URL entered below now. The workspace owner reviews each discovered URL and chooses Approve this page before its content can influence AI answers. Approved pages update after visits, no more than once per hour; use Sync now for an immediate check. Up to 12 pages on the approved domain can sync. Pages without visits do not refresh automatically.
4. Review the listed last-check time and any error. Test a customer question in Website Assistant Preview and, for Plus workspaces, a Sales Agent follow-up. Saved business facts take precedence if a website summary conflicts; Calendar remains the authority for services, available times, and prices.
5. To stop automatic updates, clear the automatic-updates checkbox and save. Existing synced summaries stop being supplied to AI while sync is paused. Re-enable it when the site is ready.

When this helps

• A visitor wants to show the Assistant a project photo.
• A teammate needs to inspect or download a photo sent in website chat.

What to do

1. In the website chat, choose + Photo and select a JPEG, PNG, or WebP image up to 4 MB. Add a question or send the photo on its own; a chat can accept up to three photos.
2. Feply checks the image, removes its original metadata, and uses the photo with the visitor's question when preparing an answer. The photo appears inside the visitor conversation.
3. In Dashboard > Messages, open the Website Assistant conversation to view the same photo. Select its thumbnail to expand it, then use Download to save a copy.
4. If an image is rejected, check its format and size, then try a smaller supported image. If the upload succeeds but the answer still needs confirmation, use the teammate follow-up path and review the saved business facts.

When this helps

• A service needs a quote rather than a fixed appointment.
• Visitors are sent to the wrong next step or cannot book inside chat.

What to do

1. Create or update services in Dashboard > Calendar > Booking catalog, including duration, location, and optional price.
2. In Website Assistant > Conversation paths, select Book an appointment, Request a quote, or Ask for a follow-up for each service. Add an optional project question to collect context, then save conversation paths.
3. Preview the hosted chat and ask about each service. A bookable service should offer available times and confirm in the same conversation; quote and follow-up paths collect project details and contact information for your team.
4. After booking, visitors can keep asking questions in the same chat. They can ask to reschedule, choose a fresh available time, and confirm it there. They can also ask to cancel and confirm the cancellation there. The customer booking link remains available in the confirmation for a separate self-service path.
5. Returning visitors can choose Find your appointment, enter the booking email or phone number, and enter the code sent to the booking email. Only then can they select an upcoming appointment to manage in chat. This also works for a lead's main upcoming Thumbtack booking in the same workspace. Phone knowledge alone does not grant access.

When this helps

• A service should only offer an available, qualified teammate.
• A visitor asks for a person or the Assistant needs a team answer.

What to do

1. For each service under Website Assistant > Conversation paths, select its qualified teammates and save. Leave the selection blank to use the owner calendar.
2. Keep teammate workspace access and Calendar hours current. Feply checks selected teammates' hours, reservations, and connected Google busy time before proposing times, then assigns the selected time's teammate to the booking.
3. In Plus workspaces, open Messages and select a Website Assistant card to slide its conversation in from the right. A pulsing green dot beside Visitor active means the visitor has been active in chat recently. An authorized teammate can reply there while the Assistant is paused, or use Website Assistant > Recent website chats.
4. Open the gear icon in Messages, then choose Website Assistant layout to show website chat cards in one or two desktop columns. This choice is separate from the Thumbtack leads view. Website chats leave Messages 12 hours after activity; this display rule does not delete saved conversation or booking records.
5. At handoff, Feply alerts the owner and qualified teammates who are within their configured working hours by email and, when enabled, browser notification. If no one is available, the visitor can leave a contact request for a reply when the team returns.
6. When the human exchange is complete, release the chat to resume the Assistant. Add a verified recurring answer to saved business facts so future visitors can receive it automatically.

When this helps

• The hosted link works but the website has no Assistant or a blank frame.
• The website Assistant says it is unavailable.

What to do

1. Confirm the correct workspace has an eligible active plan and Publish website Assistant is on and saved. If publication is blocked, save business facts and complete Calendar readiness first.
2. Open the Hosted link from the dashboard. If it works, recopy the current Embed code or Floating website button code, paste it into a supported custom-code area, and publish the site rather than only saving a draft.
3. Check whether your website editor strips scripts or if its content security policy blocks gofeply.com frames or scripts. Ask the website provider to allow the embed, or link to the hosted page as a fallback.
4. Try a fresh private window and both desktop and mobile. If the hosted page also fails, contact support with the workspace, live page URL, approximate time, and what appeared.

When this helps

• A visitor asks to book but no suitable time appears.
• A time was offered but confirmation did not complete.

What to do

1. Check that Calendar is enabled, the workspace time zone and work hours are correct, and the service has the intended duration and Book an appointment path.
2. Check notice period, holidays, special hours, daily limits, existing reservations, and selected Google busy calendars. A business-location service also needs the business address.
3. If qualified teammates were selected, confirm each has access and available hours; leave the service's teammate selection blank to test the owner calendar.
4. Try a later date in the hosted Preview. If an offered time fails to confirm, retry with a newly offered time because another booking may have taken it; verify the appointment in Feply Calendar before assuming it succeeded.
5. For a missing confirmation email, confirm the visitor supplied the correct email and check spam; then report the workspace, service, time, and approximate attempt to support if the booking exists but email is missing.

When this helps

• You are comparing Website Agent with a Thumbtack tier's AI draft or auto-send allowance.
• You want to know whether a website chat uses Thumbtack reply credits.

What to do

1. Website Assistant answers visitors directly in the embedded or hosted chat; it does not draft or send a Thumbtack first reply.
2. Website Agent and Pro Plus each include 200 AI website conversations per month. One conversation counts when a visitor sends the first question; later replies in that same chat do not count again. The included allowance resets monthly, including on yearly subscriptions. A current month that already used the former 500-conversation allowance keeps it until its next reset.
3. Open Website Assistant > Conversation capacity to see your exact usage and reset date. On an active paid Website Agent or Pro Plus plan, choose a one-time pack of 200 conversations for $40 or 500 for $80 in Stripe Checkout. Purchased conversations are used after the included allowance and carry into later billing periods until used; there is no automatic top-up or renewal charge.
4. At the limit, existing chats can continue and new visitors can still choose a service, book an available time, or request a team follow-up. Website conversations do not consume separate Thumbtack draft or auto-send quotas. Team Plus currently has no monthly Website Assistant conversation capacity quota.
5. If a chat reports a temporary request limit instead, wait and retry; unusually rapid requests can reach safety limits. Contact support if the dashboard balance differs from a completed top-up payment.

When this helps

• You want to see what the website Assistant produced.
• A source label or total looks different from site analytics.

What to do

1. Open Website Assistant > Website Assistant outcomes to review visitors, conversations, follow-up leads, bookings, human handoffs, and booking drop-offs.
2. Read Where conversations came from for source labels, then open Recent website chats for individual conversation context and follow-up work.
3. The panel summarizes up to the 200 most recently updated conversations. Treat it as a recent operational view, not a lifetime total or a replacement for your website analytics.
4. For a missing source label, verify the floating button is installed on the intended page and any campaign URL includes its UTM source; hosted links and inline frames may provide less referring-page context.

When this helps

• You want Feply to answer later lead messages and help arrange appointments.
• You want to change whether follow-ups require approval.

What to do

1. Use a Pro Plus or Team Plus workspace with a healthy Thumbtack connection and completed business profile.
2. Open Dashboard > Sales Agent and enable it for the workspace.
3. Choose Review before sending to approve each follow-up, or Send automatically to let eligible follow-ups go out without your review; save the reply delivery preference.
4. Automatic mode can send booking, reschedule, and cancellation confirmations. Calendar, contact, and delivery checks still apply, and a reply that fails those checks stays for review.

When this helps

• A lead asks what their photo shows or what work may be needed.
• A reply feels generic or asks for a photo already attached.

What to do

1. Select the right service industries in the workspace business profile and add accurate service and policy facts in Sales Agent > Answers and pricing.
2. Sales Agent uses the original request, Thumbtack question answers, recent conversation, and available attached photos when preparing a follow-up.
3. It may describe plainly visible scope cues and ask a useful clarification, but should not turn an image into a certain diagnosis, measurement, material, license, or price claim.
4. If a photo cannot be loaded or the business facts do not support an answer, it should say what needs confirmation or hand off to the team. Review draft replies before enabling automatic follow-ups for this kind of question.

When this helps

• A returning customer asks about a service in another workspace.
• You want to stop new referrals between your workspaces.

What to do

1. Open the source workspace in Dashboard > Sales Agent > Settings and find Cross-workspace service routing.
2. Turn Allow new cross-workspace referrals on or off, then save the routing preference for that workspace.
3. When on, a clear request for another workspace's service can use that workspace's saved answers and Calendar. The original Thumbtack thread stays in the source workspace; the receiving team sees a referral and a shared conversation, and bookings are recorded in the receiving workspace.
4. When off, new cross-workspace referrals stop. Existing referred conversations and appointments remain manageable so a customer is not stranded mid-booking.

When this helps

• The agent needs service details or a price before replying.
• A lead asks to book, reschedule, or cancel.

What to do

1. Complete the business profile and booking catalog; enable sharing catalog prices in Sales Agent only if you want prices quoted to leads.
2. For scheduling, the agent asks the lead for an email, phone number, and address when missing.
3. With an existing future appointment, it asks about rescheduling instead of making an identical duplicate unless the workspace allows multiple appointments per lead.
4. For a requested reschedule, it can offer three available times; a lead must request cancellation before the agent cancels.
5. Set a courtesy arrival window in Calendar settings if you want it mentioned after confirmation. Without one, the agent does not need to mention it.

When this helps

• Available slots do not fit your business hours or service duration.
• You want to hide nonworking hours or block holidays.

What to do

1. Open Dashboard > Calendar and use Quick setup for time zone, work hours, a booking type, and Calendar enablement. Google Calendar sync is optional.
2. Open the settings icon and choose Booking rules for minimum notice, booking horizon, appointments per lead, working-hours display, holiday closures or special hours, business location, and arrival window.
3. Choose Booking catalog to name each service and set its duration, color, client or business location, and optional price. A manual booking can override the default duration.
4. Select an open calendar time to book, or select an appointment to view its details and use Edit. Day, week, and month views are available. Overlapping items appear side by side in Day view; scroll sideways when many items share the same time.

When this helps

• Google events are not blocking proposed times.
• A Feply appointment is missing from Google Calendar.

What to do

1. In Dashboard > Calendar, open settings and choose Google Calendar. Select Connect Google Calendar and approve access in Google's authorization page.
2. Choose the destination calendar for Feply bookings and the calendars whose busy time should block Feply availability.
3. Save the selection and confirm the connection status. Feply appointments include booking details and notes in the chosen Google calendar; connected Google events appear as busy blocks in Feply.
4. If the connection needs attention, use Reconnect Google Calendar and check the selected calendars again.

When this helps

• An open slot would cause an inefficient drive.
• You want to review or automate outreach about a better appointment time.

What to do

1. In Calendar settings > Booking rules, enable smart Calendar suggestions. Set the maximum appointments per pro per day, extra travel buffer, and gap between appointments.
2. Set optional starting and ending addresses, then choose whether to prefer nearby appointments or shorter gaps. Auto efficiency suggestions apply to new bookings; Suggest moving existing appointments controls later outreach.
3. Choose Review each suggestion to approve a Calendar suggestion before Sales Agent contacts the Thumbtack lead, or Auto plan outreach to allow eligible outreach within your limits. Manual suggestions also email the workspace owner.
4. Set contact limits per lead, per day, and per week before automating repeated requests.
5. Sales Agent can ask whether a lead accepts a proposed new time. It changes a confirmed appointment only after the customer's agreement; availability, conflicts, and connected Google busy time are checked again.

When this helps

• A service should be assigned to a particular teammate.
• A teammate's time should be offered only when they are available.

What to do

1. In a Team Plus workspace, open Calendar settings > Team and add the teammate's first name, title, and available hours.
2. Choose expertise from the workspace's industry categories so scheduling can match service work to qualified teammates.
3. Review the assignee while making a manual booking; Sales Agent uses availability and qualifications when offering times.
4. The booking confirmation names the assigned teammate by first name so the lead knows whom to expect.

When this helps

• A follow-up needs a reviewer with the right service knowledge.
• You want a manager to receive unmatched lead questions.

What to do

1. Open Dashboard > Sales Agent in a Team Plus workspace and find Teammate steering pool.
2. Choose Manual to name a reviewer, or AI Steering Pool to select teammates and enter the services each is qualified to handle.
3. If no skill matches, a manager reviews the follow-up. This pool routes Sales Agent draft reviews, while customer-service template steering remains a separate feature.
4. Save the Sales Agent preferences after changing the reviewer routing.

When this helps

• The workspace owner wants a copy of booking updates.
• You want to change which recipients receive appointment emails.

What to do

1. Open Calendar settings > Booking rules and find Booking email notifications.
2. Choose Email the lead, Email the assigned pro, and Email workspace owner as needed, then save settings.
3. Created, updated, rescheduled, and canceled appointments use the selected recipients. Each receives a private message; the owner gets one email when also assigned to the booking.
4. For a manual booking tied to Thumbtack, select the lead in the booking form so the appointment can also be shared in that conversation.

When this helps

• Calls to a Thumbtack lead do not route as expected.
• A team member's caller ID is not recognized.

What to do

1. Open Dashboard > Settings and find Calling numbers in the Thumbtack card.
2. Choose the correct Thumbtack business.
3. Enter a controlled business phone number in +1 E.164 format, such as +14045551234, and add a useful team label.
4. Only register numbers your business controls. Remove a number only after confirming the team no longer uses it for Thumbtack leads.
5. If phone access is unavailable, refresh the Thumbtack connection after Thumbtack enables the phone-number permissions.

When this helps

• Thumbtack shows Not connected in Feply.
• You are setting up the integration for the first time.

What to do

1. Open Dashboard > Settings and find the Thumbtack connection card.
2. Choose Connect Thumbtack, sign in to the correct Thumbtack Pro account, and grant access on Thumbtack's page.
3. Return to Feply, choose the connected business, and activate lead sync. Confirm the card says lead sync is active.
4. Feply never asks you to paste your Thumbtack password, client ID, client secret, access token, or refresh token into the dashboard.

When this helps

• The connection check fails.
• A feature remains unavailable after Thumbtack enabled it.
• The wrong Thumbtack Pro account is connected.

What to do

1. In Settings, choose Refresh Thumbtack connection.
2. Confirm the correct Pro account and approve the requested access again.
3. Back in Feply, choose Check connection.
4. Reconnecting updates authorization; it does not send messages or change reply approval settings.

When this helps

• You want to know where new Thumbtack activity appears.
• A customer added a photo or follow-up message.

What to do

1. New leads and follow-up messages arrive through the connected Thumbtack workflow and appear in Leads and conversations.
2. Open the lead to review the canonical job details, full available conversation, and attachments.
3. In review-on-demand mode, choose Generate. In dry-run mode, Feply automatically prepares an eligible first-reply draft without sending it.
4. Treat photo observations as assistance, not a measurement or guarantee; review the customer request and image before approving a reply.

When this helps

• You generated a response and want to know whether it was sent.
• You need to edit or reject an AI draft.

What to do

1. Review on demand creates a draft only when you choose Generate and never sends in the background.
2. Dry-run automatically creates eligible first-reply drafts but never sends them; choose Approve & send or Reject.
3. Edit the response directly when wording, scope, or questions need correction.
4. Regenerate gives the prior draft to the AI and requires a materially different strategy, opening, question, and next step rather than a paraphrase.
5. Reject cancels that draft and any pending autonomous send. Approve & send confirms delivery through Thumbtack and records the outcome.
6. Thumbtack review responses always stay manual.

When this helps

• Thumbtack shows a new conversation but Feply does not.
• A new photo or follow-up is missing.

What to do

1. Refresh Leads and conversations, then check Activity for a recent event.
2. In Settings, check whether lead sync is active for the connected business. Activate it if needed; Check connection only verifies authorization.
3. Paste the missing Thumbtack conversation link into Recover a missing conversation to import it without sending a reply.
4. If the event is still missing, use the report icon on the connection card and include what you expected, what you observed, and the approximate time.

When this helps

• Connection, lead, photo, or messaging behavior still fails after a retry.
• Support needs the time and connector state for investigation.

What to do

1. Open Settings and select the report icon in the top-right of the Thumbtack card.
2. Describe the action, expected result, observed result, and approximate time, then submit.
3. Feply attaches only safe connection metadata and opens an in-app support incident you can follow on Support.
4. Never paste passwords, client secrets, tokens, webhook credentials, or customer-sensitive message and photo contents into the report.

When this helps

• Feply says Thumbtack did not confirm a message or review response.
• A response remains in Sending or Send uncertain state.
• Reply controls stay blocked after a timeout or interrupted request.

What to do

1. Do not copy and send the same response again; Feply blocks another delivery while the outcome is uncertain.
2. For a lead message, open Leads and conversations and choose Refresh conversation. For a review response, choose Check published status.
3. Feply confirms the operation only when the exact response hash appears in Thumbtack's canonical business activity at or after the operation start time.
4. A confirmed match repairs Feply's local status without another send.
5. If no match appears after a short wait and another refresh, report the issue from Support with the workspace and approximate time. Never include credentials, message hashes, or raw provider payloads.

When this helps

• Settings shows that the Thumbtack account is not connected.
• A previously connected workspace now asks you to authorize Thumbtack again.
• You switched workspaces and the selected workspace does not show the expected Thumbtack business.

What to do

1. Open Dashboard > Settings and confirm you selected the workspace that owns the Thumbtack business.
2. Choose Check connection. If it reports expired or missing authorization, choose Refresh Thumbtack connection.
3. Sign in to the correct Thumbtack Pro account on Thumbtack's authorization page and grant access.
4. Return to Feply and confirm the connector says Connected and lists the expected business.
5. If it still fails, use the connector's report icon so Support receives a safe timestamped diagnostic snapshot.

When this helps

• You upgraded plans but the workspace still behaves like the old tier.
• Debug controls or automation capabilities appear missing after an account change.
• A workspace role or template changed but the current page still shows older access.

What to do

1. Confirm the active workspace in the dashboard workspace switcher.
2. Refresh the page once so Feply reloads the latest plan, role, template, and connector state.
3. Open Billing or Team access to confirm the expected plan and active member role.
4. In Settings, choose Check connection if the stale feature depends on Thumbtack access.
5. If the mismatch remains, report it with the workspace name, expected access, observed access, and approximate time.

When this helps

• Generate, approve, reject, or send controls are disabled for a lead.
• A teammate can view a conversation but cannot perform the expected action.
• The action remains unavailable after refreshing the lead.

What to do

1. Confirm the lead belongs to the active workspace and its connected Thumbtack business.
2. Review your Team role and custom permissions; responders may be allowed to reply without managing shared templates or billing.
3. Confirm the plan includes the requested capability and that its quota is not exhausted.
4. Refresh the lead so Feply loads the latest conversation and approval state.
5. If the action is still unavailable, use Report issue and include the action name and approximate time.

When this helps

• You received a support email but are unsure where to reply.
• The support page does not show your ticket automatically.
• You opened `/support` directly and expected to see the full conversation.

What to do

1. Use the secure link in the support email because it contains the token needed to open that conversation.
2. If the link expired or was forwarded, go to contact and ask support to resend the latest access link.
3. Reply from the same email address used in the original request so support can match the case faster.

When this helps

• Dry-run is enabled, but an eligible first-reply draft does not appear automatically.
• The dashboard shows a short error before a response is created.
• Drafting works in one workspace but not another.

What to do

1. Refresh the lead, then confirm it belongs to the active workspace and connected Thumbtack business.
2. Check that your member role includes lead-response access and that the current plan has remaining AI usage.
3. Open the conversation and confirm Feply has received usable lead or message details.
4. If the workspace uses review on demand, choose Generate. If it uses dry-run, wait for the automatic draft and refresh once; neither path sends a customer message.
5. If it still fails, report the lead, action, approximate time, and error through in-app Support.

When this helps

• Approve & send reports a provider or connection error.
• An autonomous first reply remains pending after its review timer.
• A retry is blocked while Feply reconciles whether Thumbtack accepted the first request.

What to do

1. Confirm the workspace mode. Dry-run never sends automatically; it requires Approve & send. Autonomous sends immediately only when its timer is off.
2. If the timer is on, confirm the selected 30, 60, 90, 120, or 300 second window. The default is 120 seconds, and an edit or regeneration restarts it.
3. Check whether someone rejected the draft or paused automation, because either action cancels the pending send.
4. Refresh the conversation and verify whether the message already appears before trying again.
5. In Settings, run Check connection if the error mentions authorization or Thumbtack access.
6. Wait for any reconciliation notice to finish; repeated clicks are intentionally blocked to prevent duplicate customer messages.
7. If the outcome remains unclear, report the issue with the approximate send time so Support can trace the idempotency record safely.

When this helps

• Dry-run drafts appear automatically but are not sent.
• You want autonomous replies to send immediately or wait for review.
• A regenerated or edited draft received a new countdown.

What to do

1. Use review on demand when you want no background drafting or sending.
2. Use dry-run when you want eligible first-reply drafts created automatically but never sent. A person must choose Approve & send or Reject.
3. Use Regenerate with a different approach when the strategy is wrong; Feply supplies the prior draft and asks the AI for a materially different response rather than a paraphrase.
4. Use autonomous mode only after the workspace is ready. With the timer off, an eligible first reply sends immediately.
5. With the timer on, choose 30, 60, 90, 120, or 300 seconds. The default is 120 seconds. Editing or regenerating restarts the full window; rejecting or pausing cancels it.
6. These autonomous controls apply only to an eligible first lead reply. Review responses remain manual.

When this helps

• One lead drafts correctly while the next one does not.
• Only certain categories or workspace routes fail.
• Some leads have fewer project details, messages, or photos than others.

What to do

1. Check whether the lead contains enough structured details for the current prompt and reply rules to operate well.
2. Avoid generating on archived or already-replied leads. Thumbtack synthetic connection tests are verified separately and never appear as customer leads.
3. Refresh the conversation so Feply retrieves the latest available messages and attachments.
4. Confirm the service category routes to the intended template and the active member has lead-response access.
5. If one lead repeatedly fails, open a support request with the exact lead state and expected behavior. Do not include private customer content unless Support requests it through the secure case.

When this helps

• A lead, message, approval, or template change appears on one device but not another.
• Desktop or mobile shows older workspace, mode, or safety settings until you refresh the page.
• Activity counts or Thumbtack connection status look delayed on one device.

What to do

1. Confirm both devices are signed in to the same Feply account and active workspace.
2. Save a setting once, then allow the request to finish instead of tapping repeatedly.
3. Refresh the affected Leads, Activity, Settings, or Automation page so it retrieves current server state.
4. In Settings, choose Check connection if only Thumbtack data is stale.
5. If devices still disagree, report the workspace, device types, affected page, and approximate time through Support.

When this helps

• You searched the App Store and could not find an official Feply app.
• You want faster mobile access without opening Safari and typing the site each time.
• You want the dashboard to open in a cleaner home-screen experience on iPhone or iPad.

What to do

1. Open Feply in Safari on your iPhone or iPad. Safari is the supported browser for Add to Home on Apple devices.
2. Tap the Share button, then choose Add to Home Screen.
3. Edit the shortcut name if you want, then tap Add.
4. Open Feply from the new home-screen icon and sign in as usual to reach the dashboard quickly.
5. If you already had an older shortcut, remove it and add the latest one again so the icon and standalone launch metadata stay current.

When this helps

• You searched the Play Store and could not find an official Feply app.
• You want one-tap dashboard access from your Android home screen.
• You want the site to open in a more app-like window on your phone.

What to do

1. Open Feply in Chrome on Android.
2. Use Chrome's Add to Home Screen or Install option from the browser menu when it appears.
3. Confirm the install so Feply is added to your home screen.
4. Launch Feply from the new icon and sign in as usual.
5. If Chrome shows an older shortcut or stale icon, remove it and install the current home-screen version again.

When this helps

• You changed steering guidance, but new drafts still sound like the old version.
• Only some replies appear to reflect the updated instructions.
• The dashboard saved your changes, but newly generated drafts did not improve.

What to do

1. Save the guidance changes and run a fresh draft on a newly loaded lead rather than relying on an already-open draft.
2. Refresh the dashboard after large prompt or profile changes so the latest workspace context is loaded.
3. Confirm the changes were made in the correct workspace if you manage multiple brands or teams.
4. Simplify conflicting rules so high-priority tone, service, and CTA guidance do not compete with one another.
5. Compare one before-and-after draft to verify whether the change affected intros, questions, or closing language.

When this helps

• Replies sound safe but not differentiated.
• Questions are too broad or fail to move the conversation forward.
• Drafts miss your preferred style, pricing framing, or service priorities.

What to do

1. Expand your business profile with clearer service scope, differentiators, and preferred next-step language.
2. Add examples of good replies or successful question patterns to your templates and guidance.
3. Reduce vague instructions such as 'sound professional' and replace them with specific tone and CTA rules.
4. Review whether the lead itself has enough detail to support a stronger question or estimate-oriented reply.
5. Use a small set of high-value instructions rather than a long stack of overlapping rules.

When this helps

• A customer asks whether Feply reads attached lead photos.
• A teammate assumes the draft only uses typed lead text.
• You want to explain when Feply asks the lead to send photos.

What to do

1. Treat the lead's typed request and Thumbtack question answers as the primary source of truth for the draft.
2. If photos are attached, Feply can analyze them for useful visual scope cues such as visible condition, finish, damage pattern, or job complexity.
3. If no photos are attached and the business profile is set to ask for photos only when missing, the draft can ask the lead to share photos when that would help scope or quote the work.
4. Review the generated draft before send if you want to confirm how the photo context was incorporated.

When this helps

• Drafts feel too formal, too casual, or too pushy.
• Business name, sign-off, or service language is inconsistent.
• One teammate's edits changed the style for everyone else.

What to do

1. Update the workspace profile, footer, and sign-off settings with the exact phrases you want repeated consistently.
2. Add one or two model examples of ideal responses instead of describing the style in abstract terms.
3. Audit templates and prompt governance so old copy is not reintroducing the wrong voice.
4. If you are on Team, centralize brand instructions and ask responders not to maintain conflicting private guidance.

When this helps

• Prospects answer vaguely or stop responding.
• Questions repeat information already on the lead.
• The reply feels longer than necessary without creating momentum.

What to do

1. Prioritize one or two high-leverage questions tied to scheduling, scope, urgency, or budget fit.
2. Avoid stacking too many questions in the first response if the lead already contains detailed notes.
3. Add guidance telling Feply when to confirm details versus when to advance to a call or estimate step.
4. Review successful booked-job conversations and feed those patterns back into templates or steering.

When this helps

• A reply was drafted or sent, but the pipeline did not change.
• Run history looks incomplete compared with what happened in the tab.
• The dashboard looks stale after a long session.

What to do

1. Refresh the dashboard first to pull the latest activity and pipeline state.
2. Confirm the run completed successfully rather than stopping on a lead or page error mid-flow.
3. If several teammates worked the same workspace, ask them to refresh too so everyone sees the same latest state.
4. Retry on one fresh lead and compare whether that new activity is captured correctly.
5. If history is still missing, send support the workspace, approximate time, and action taken so the team can inspect logs.

When this helps

• A lead looks active but shows in a stage your team does not use for that scenario.
• Different teammates interpret the same stage differently.
• A custom process changed, but the team still expects the old mapping.

What to do

1. Review how your team defines each pipeline stage so everyone is working from the same expectations.
2. Check whether the underlying lead action was draft-only, sent, paused, or manually handled outside the standard flow.
3. If your process recently changed, update team playbooks and prompt governance so stage transitions stay aligned.
4. Capture a before-and-after screenshot if one specific state repeatedly lands in the wrong stage.

When this helps

• A responder says they took action, but the dashboard does not show it.
• Team members disagree on whether automation ran.
• You need exact timestamps for billing or troubleshooting.

What to do

1. Refresh the dashboard and reopen the relevant page section first.
2. Check whether the action was performed under the same workspace and user you are currently reviewing.
3. If the activity was manual outside the normal automation path, note that it may not appear in the same history stream.
4. For audit questions, record the lead, workspace, and approximate timestamp before opening a support request.

When this helps

• Your team has pipeline access but is not sure how to use it day to day.
• Stages are visible, but nobody is acting from them consistently.
• Managers want better accountability across responders.

What to do

1. Define which stages require action today versus which are informational only.
2. Use run history and activity logs during daily reviews so the team sees pipeline movement tied to actual work.
3. Assign a clear person for each follow-up stage so leads do not sit without a next step.
4. Review stage aging weekly and refine prompts or rules where leads repeatedly stall.

When this helps

• You want to switch plans and already pay for add-ons.
• You bought extra website conversations and may leave Website Agent or Pro Plus.
• You need to know when seat or AI reply add-ons stop renewing.

What to do

1. Open Dashboard > Billing, choose the target tier and interval, and review the preview before confirming. A downgrade takes effect at the end of the current billing period; an immediate upgrade or interval switch can include prorated charges or credits. The preview supplies the exact amount.
2. New recurring add-ons share the tier subscription and renewal invoice. Compatible seats, reply-capacity bundles, and live platform add-ons carry to an eligible target tier. The review lists incompatible items; they stop renewing when the change takes effect. Mid-cycle increases are prorated for the remaining period, and reductions take effect at renewal. Older separately billed add-ons must complete migration before another item can join the combined invoice.
3. Team, Team Plus, and Website Agent include the owner and one teammate. Extra paid seats can carry among these tiers. Remove other teammates and pending invites before switching to Starter, Pro, or Pro Plus; occupied seats block that switch. Unused paid seats can be scheduled for reduction at renewal.
4. Recurring AI draft and auto-send bundles are eligible on Starter, Pro, and Pro Plus. Team and Team Plus have unlimited included reply capacity. Website Agent does not use Thumbtack reply bundles. Extra reply allowances reset monthly, including on yearly billing.
5. One-time Website Assistant packs are sold only to active paid Website Agent or Pro Plus subscribers: 200 conversations for $40 or 500 for $80. They do not renew, and unused purchases carry forward until used. The balance stays recorded across tier changes but is consumed only while on Website Agent or Pro Plus. Team Plus currently does not meter website conversations.
6. For platform add-ons, check current Live availability in Billing; Beta and hidden platforms are not generally purchasable. The plan preview shows whether an existing live platform item remains eligible.

When this helps

• Checkout fails before the subscription starts.
• The card form submits but returns an error.
• You switched plans or intervals and checkout started failing.

What to do

1. Confirm the selected plan and interval are the ones you intended before resubmitting payment.
2. Retry in the same browser session first, then refresh once and submit again to clear stale checkout state.
3. Check whether the card issuer blocked the payment, especially on first-time business subscriptions or large annual charges.
4. Avoid multiple rapid retries if the same error repeats, because that can trigger fraud protections.
5. If the page mentions billing configuration mismatch, stop and contact support instead of forcing more checkout attempts.

When this helps

• You signed up expecting a trial but landed in paid billing.
• The dashboard indicates the trial has expired earlier than expected.
• A second signup behaved differently from the first.

What to do

1. Check whether the workspace already had a prior subscription or trial history under the same account or billing identity.
2. Confirm you completed signup on the intended plan and interval.
3. Review billing status in the dashboard to see whether the workspace is trialing, active, or incomplete.
4. If you are unsure which workspace the trial belongs to, verify the current workspace in the dashboard before contacting support.

When this helps

• The pricing page shows different totals than expected.
• You want to understand whether yearly billing changes seat pricing or renewal timing.
• A teammate selected the wrong cadence at checkout.

What to do

1. Use the pricing toggle before checkout to verify the intended billing interval.
2. Check the displayed plan note, especially for Team, because seat pricing differs between monthly and yearly billing.
3. Review your checkout summary before paying and confirm the interval shown there matches your intent.
4. If you already subscribed on the wrong cadence, contact support before making repeated plan changes.

When this helps

• You want a temporary billing break instead of canceling the subscription.
• You were told there is no pause option and want to confirm whether it exists.
• You want to know the maximum pause length or whether the subscription can resume early.

What to do

1. Open Billing in the dashboard and use the Pause subscription action there.
2. Choose one of the current pause lengths: 30, 60, or 90 days.
3. Know that the pause is scheduled for the next billing cycle rather than taking effect immediately mid-cycle.
4. Resume earlier from Billing if you want the subscription to restart before the scheduled pause end date.

When this helps

• A renewal failed and features may be restricted.
• You need invoice or receipt help.
• You want to review refund policy or ask about a recent charge.

What to do

1. Review the billing section inside the dashboard first to confirm the active plan and workspace status.
2. Use the refund policy for policy details, then contact support with the workspace, charge date, and issue summary.
3. If the payment method failed, update the saved card before retrying plan or seat changes.

When this helps

• You are trying to invite another teammate and the workspace has no remaining included seats.
• The team invite flow warns that paid capacity must be added first.
• You want to know how extra seat billing works.

What to do

1. Open Team Access or Billing in the dashboard and start the seat purchase flow from there.
2. Review the displayed rate for the current billing interval before confirming purchase.
3. After the seat capacity is added, resend or continue the invite so the teammate can join.
4. The owner and one teammate are included. Extra seats cost $8 monthly or $80 yearly each. The remaining-period increase is prorated, then the regular seat line joins the tier renewal invoice.
5. Seat reductions take effect at renewal. Remove teammates or pending invites occupying those seats before reducing capacity or leaving a team-eligible tier.

When this helps

• A teammate can see too much or too little.
• Billing or workflow changes are blocked for some users.
• Your team is unsure which role fits each person.

What to do

1. Assign the narrowest role that still lets the teammate do their job.
2. Use higher-access roles for billing and shared workflow control only when necessary.
3. If a responder only needs operational access, avoid granting broader billing or admin privileges.
4. Review role assignments periodically after staffing changes or process changes.

When this helps

• A teammate never received the invite email.
• The acceptance link opens but fails or looks expired.
• The teammate is trying to accept with the wrong email address.

What to do

1. Confirm the invite was sent to the correct email and check spam or security filtering.
2. Ask the teammate to open the latest invite email because older links may no longer be valid.
3. Make sure the teammate accepts the invite with the same email address that was invited.
4. If necessary, revoke and resend the invite rather than trying to reuse a questionable link.

When this helps

• The user can sign in but cannot access the expected workspace.
• Thumbtack leads appear under a different workspace than expected.
• A manager expects up to 5 workspaces but cannot see them all.

What to do

1. Check which workspace is active in the dashboard before reviewing automation, pipeline, or billing behavior.
2. Confirm the user's role on that workspace rather than assuming access is global across the account.
3. If Thumbtack data appears under the wrong workspace, switch to the intended workspace, check its connection in Settings, and confirm which Thumbtack business it lists.
4. If you should have access but do not, ask the person who manages your workspace access to review your assignment.

When this helps

• You are new to Feply and want the safest way to go live.
• The team wants to avoid unsafe sends during onboarding.
• You want a checklist for first-week setup.

What to do

1. Start with the business profile, footer, and sign-off settings so the AI has correct baseline context.
2. Use review on demand or dry-run first. Dry-run prepares eligible first-reply drafts automatically but never sends them.
3. Tune steering guidance using actual leads from your service mix, not hypothetical examples only.
4. Once replies are consistent, enable autonomous first replies. Keep the default 120-second timer at first, then choose 30, 60, 90, 120, or 300 seconds—or disable it for immediate sending—based on your team's review tolerance.
5. Use pipeline and activity history in the first week to catch friction early and retrain the team.

When this helps

• The system is working technically, but the output is not strong enough.
• Your team wants better openings, questions, and next steps.
• You want a simple optimization routine.

What to do

1. Collect 5 to 10 strong real replies and identify repeated patterns that book calls or jobs.
2. Update your steering guidance with those patterns using concrete instructions and examples.
3. Refine one variable at a time, such as greeting style, question strategy, or closing CTA.
4. Review results in live leads instead of only evaluating the copy in isolation.

When this helps

• New teammates are joining and need a consistent process.
• Different responders are using the product differently.
• Managers want predictable QA and accountability.

What to do

1. Teach responders where to review pipeline, run history, and support before they begin handling leads.
2. Standardize who updates guidance, billing changes, and workflow approvals.
3. Use one short training session for live lead review so teammates can see what a strong assisted reply looks like.
4. Set clear team rules for when to use manual review and when to contact support.

When this helps

• You are not sure whether the issue is configuration or a product bug.
• A teammate wants to send a vague support request without useful details.
• You want faster resolution if support does need to step in.

What to do

1. Use the relevant article here first for sync, automation, billing, pipeline, or seat-management issues.
2. If the issue persists, gather the workspace, user role, plan, exact page, timestamp, and what you expected to happen.
3. Include screenshots or photos when the problem is visual or tied to a specific lead state.
4. Open the contact form or dashboard support request with those details so support can help faster.