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Frequently Asked Questions (FAQ)

General Questions

What is ConnectGain?

ConnectGain is a comprehensive customer engagement and CRM platform that unifies multi-channel messaging (WhatsApp, Messenger, Instagram, Telegram, Email, SMS) with customer relationship management, automation, and analytics.

Who is ConnectGain for?

ConnectGain is designed for businesses of all sizes that need to: - Communicate with customers across multiple channels - Manage customer relationships - Track sales pipelines - Automate customer interactions - Run marketing campaigns - Analyze customer engagement

How much does ConnectGain cost?

ConnectGain offers subscription plans with different feature sets and usage limits. Contact sales for pricing information.

Is there a free trial?

Yes, ConnectGain offers a free trial period. Sign up to get started.

Setup & Configuration

How do I connect WhatsApp?

WhatsApp Lite (AppGain): 1. Get an AppGain account and Suit ID 2. Go to Settings → Channels 3. Add WhatsApp Lite channel 4. Enter your Suit ID 5. Connect

WhatsApp Cloud (Meta): 1. Set up Meta Business Account 2. Get WhatsApp Business API access 3. Go to Settings → Channels 4. Add WhatsApp Cloud channel 5. Enter access token and phone number ID 6. Configure webhook URL

How do I import my existing contacts?

  1. Go to Contacts → Import
  2. Download CSV template (optional)
  3. Prepare your CSV file with contact data
  4. Upload CSV file
  5. Map columns to ConnectGain fields
  6. Review preview
  7. Import

Supported formats: CSV, Kommo CRM export

How do I set up team members?

  1. Go to Settings → Team
  2. Click "Invite Team Member"
  3. Enter email address
  4. Select role (OWNER, ADMIN, AGENT)
  5. Send invitation
  6. Team member accepts invitation

Features

How does the unified inbox work?

The unified inbox displays all conversations from all connected channels (WhatsApp, Messenger, Instagram, etc.) in one place. You can: - See all conversations together - Filter by channel - Assign conversations to team members - Respond from one interface

Can I automate responses?

Yes! ConnectGain offers two automation options:

  1. Bot Flows - Visual chatbot builder for interactive conversations
  2. Automation Rules - Trigger-based automation (e.g., auto-assign conversations)

How do campaigns work?

  1. Create a campaign
  2. Select target audience (all contacts, tags, or individual)
  3. Write message content
  4. Schedule or send immediately
  5. Track delivery and engagement

Can I track sales deals?

Yes! ConnectGain includes a complete CRM with: - Deal pipeline management - Kanban board view - Value and probability tracking - Deal stages - Sales forecasting

Technical Questions

What APIs are available?

ConnectGain provides: - REST API - Direct database access via PostgREST - Edge Functions - Custom serverless functions - External APIs - API key authenticated endpoints

See Complete API Documentation for details.

How do I get an API key?

  1. Go to Settings → API Keys
  2. Click "Generate API Key"
  3. Enter name and permissions
  4. Copy the key (shown only once)
  5. Store securely

Can I integrate with my existing systems?

Yes! ConnectGain supports: - Webhooks for event notifications - REST API for data access - CSV import/export - Kommo CRM integration

What webhooks are available?

Webhooks are available for: - Contact events (created, updated, assigned) - Deal events (created, updated, stage changed) - Conversation events (created, assigned, status changed) - Message events (received, sent)

See Webhooks Documentation for details.

Troubleshooting

Messages not appearing in inbox

Possible causes: - Channel not connected - Webhook not configured - Message filters active - Real-time connection lost

Solutions: 1. Check channel connection status 2. Verify webhook configuration 3. Check message filters 4. Refresh inbox 5. Check real-time connection

Messages not sending

Possible causes: - Channel disconnected - Invalid message format - Rate limit exceeded - Channel-specific restrictions

Solutions: 1. Check channel connection 2. Verify message format 3. Check rate limits 4. Review error messages 5. Test channel separately

Import errors

Possible causes: - Invalid CSV format - Missing required fields - Data validation errors - Duplicate detection

Solutions: 1. Check CSV format 2. Verify required fields 3. Review validation errors 4. Handle duplicates appropriately 5. Check import logs

Dashboard not loading

Possible causes: - Database connection issues - Widget query errors - Date range issues - Performance problems

Solutions: 1. Refresh page 2. Check database connection 3. Verify widget queries 4. Check date range 5. Reduce widget count

Security & Privacy

How is my data secured?

  • Encrypted database connections
  • Encrypted file storage
  • Row Level Security (RLS)
  • Secure API authentication
  • Webhook signature verification

Who can access my data?

Only users in your organization can access your data. Data is isolated by organization using Row Level Security.

Can I export my data?

Yes! You can export: - Contacts (CSV) - Deals (CSV) - Conversations (via API) - Campaign reports

Is my data backed up?

Yes, Supabase provides automatic database backups. Contact support for backup restoration.

Billing & Subscriptions

How does billing work?

ConnectGain uses Stripe for payment processing. You can: - Subscribe to plans - Manage billing in customer portal - Update payment methods - View invoices

Can I change my plan?

Yes! Go to Settings → Subscription → Change Plan

What happens if I cancel?

Your subscription remains active until the end of the billing period. After cancellation, you'll lose access at the end of the period.

Do you offer refunds?

Refund policies vary by plan. Contact support for refund requests.

Support

How do I get help?

  • Documentation: Browse this documentation site
  • FAQ: Check this FAQ
  • Support: Contact support team
  • Community: Join community forum (if available)

Where can I report bugs?

Report bugs through: - Support email - In-app feedback - GitHub issues (if public)

Can I request features?

Yes! Submit feature requests through: - Support email - In-app feedback - Feature request form

Best Practices

How should I organize my contacts?

  • Use tags consistently
  • Assign contacts to team members
  • Link contacts to companies
  • Keep custom fields organized
  • Regular duplicate cleanup

How should I manage my pipeline?

  • Keep stages clear and distinct
  • Limit to 5-7 stages
  • Update deals regularly
  • Set realistic probabilities
  • Close lost deals

How should I use automation?

  • Start with simple automation
  • Test thoroughly
  • Monitor performance
  • Adjust based on results
  • Document automation rules

Last Updated: January 2025