# Welcome ## Overview Gleantap is a powerful sales & marketing platform that helps you convert more leads into customers and customers into fans through automated & data-driven messaging. With Gleantap, you can better understand your customer behavior and use that to power the right campaigns to maximize revenue. This documentation should help you navigate through Gleantap easily, however if you need assistance, feel free to reach out to us at . ## Quick links {% content-ref url="/pages/C3SuQrUWgkbpyDD8qK8i" %} [Getting Started](/getting-started/getting-set-up) {% endcontent-ref %} {% content-ref url="/pages/Pg5OMGxRcWBAStVEYfTp" %} [Inbox](/inbox/inbox-overview) {% endcontent-ref %} {% content-ref url="/pages/4N9BYP8g6HVrIcwbhrlz" %} [Tasks](/tasks/tasks-overview) {% endcontent-ref %} {% content-ref url="/pages/r2JM9OAJ1oGNYGkeNWax" %} [Campaigns](/campaigns/send-your-first-blast) {% endcontent-ref %} {% content-ref url="/pages/UW6rWMwq7Rep4K9scWbk" %} [Audience](/audience/creating-segments) {% endcontent-ref %} {% content-ref url="/pages/3VH0qMI1xvC3zdSRlqKp" %} [Templates](/templates/creating-templates) {% endcontent-ref %} {% content-ref url="/pages/BA45enFSP4gyh3eT3SCD" %} [Flows](/flows/creating-a-flow) {% endcontent-ref %} {% content-ref url="/pages/4XdLBv5QTZPV5Hmzp5No" %} [Forms](/forms/creating-a-form) {% endcontent-ref %} {% content-ref url="/pages/ft6L3dHgvi2WSktIyEXW" %} [Pages](/pages/creating-a-page) {% endcontent-ref %} {% content-ref url="/pages/syd8OHKFe1eHWrTDeUe1" %} [Pipeline & Automations](/pipeline-and-automations/pipeline-overview) {% endcontent-ref %} {% content-ref url="/pages/ekEtx5DbEfbyjF8IhuVv" %} [Appointments](/appointments/appointments-overview) {% endcontent-ref %} {% content-ref url="/pages/pRwaCrp084znsZvquDZZ" %} [Dashboard](/dashboard/marketing-dashboard) {% endcontent-ref %} {% content-ref url="/pages/hH4goSxYd9JUMMmx33G6" %} [Reports](/reports/campaign-analysis) {% endcontent-ref %} {% content-ref url="/pages/JUZwIb1gsPVvxBuN1Ec7" %} [Scorecards](/scorecards/scorecard-overview) {% endcontent-ref %} {% content-ref url="/pages/pDIl5QC3LcaWQLME5vfh" %} [Settings](/settings/changing-timezone) {% endcontent-ref %} {% content-ref url="/pages/CrNIdum6VHG7sm3IvPsb" %} [Integration](/integration/how-to-integrate-gleantap-with-ring-central) {% endcontent-ref %} ## # Popular Use Cases Gleantap is a powerful marketing & sales platform that can easily be customized to your specific use cases. Here are popular ways customers use Gleantap * **Capture & Automate Lead Follow ups** - Capture leads from multiple sources (eg. your website, facebook ads, google ads, etc) into a single platform and take them through a automated lead journey with multiple email, text touch points. * **Onboard Customers** - Onboard new customers by sending them automated instructions for the first 4 - 8 weeks to set them up for success. * **Drive Repeat Visits or Purchases** - You can automate touchpoint to bring customers back based on recency of visit or purchase. If a customer goes over X days without a visit / purchase, engage them with an email or text. * **Get More Reviews & Feedback** - Set up campaigns to ask for reviews or feedback after a visit or purchase. Use that to drive reviews using our Reputation module to your Google & Facebook pages or collect internal feedback and generate sentiment analysis. * **Win Back Lost Customers** - Create drip sequence to your cancelled customers to win them back with love, discounts & more. * **Build Loyalty with Positive Reinforcements** - Setup milestone touch points for 10th visit, 50th visit, 100th visit & more to let customer celebrate the moment. * **Support with Two-way Conversion** - Provide exceptional support to your customers by providing support over email, sms, facebook & more using our Inbox. * **Track Sales Performance** - Use our pipeline module to stay on top of leads as they travel through the journey and use the sales dashboard to stay on top of the team's performance. Easily track conversion %, team activities, avg response times & more. # Recipes Pre-built automation templates for Flows, Forms, and Pipelines — install proven playbooks in one click and customize them for your business. **Recipes are pre-built templates for common Gleantap workflows.** Instead of building a re-engagement flow, a lead-capture form, or a sales pipeline from scratch, you install a recipe and Gleantap deploys a working version — with segments, messaging, and stages already configured — into your workroom. Recipes are built and maintained by Gleantap. Every account has access to the same global library, filtered to what's relevant for your industry. *** ## What a Recipe is A recipe is a bundled template that includes: * **The underlying structure** — a Flow, Form, or Pipeline configuration * **Pre-built segments** — the audience the recipe targets * **AI-personalized messaging** — email and SMS content adapted to your business context * **Stages and triggers** — for pipelines, the sales-progression steps; for flows, the send timing and unenroll logic Recipes come in three types: | Type | What gets deployed | | -------------------- | ------------------------------------------------------------------------------------------------------- | | **Flow recipes** | A multi-step automation with segments, delays, actions, and unenroll criteria | | **Form recipes** | A ready-to-use form (typically lead-capture or booking) with field configuration and follow-up settings | | **Pipeline recipes** | A sales pipeline with stages, entry criteria, and automations | *** ## Browsing recipes Recipes live under the **Recipes** tab, accessible during workroom setup and from the main navigation. Recipes are organized by: * **Type** — Flow, Form, or Pipeline * **Industry** — Fitness & Wellness, Beauty & Personal Care, E-commerce, Education, and more * **Use case** — Onboarding, Re-engagement, Retention, Lead Capture, etc. Filter by the combination that matches what you're trying to accomplish. Each recipe card shows: * Title and short description * Type and use case tags * **When to use** — a note on the ideal scenario * **Install Recipe** button *** ## Installing a recipe Installation is one click. **Step 1** — On the recipe card, click **Install Recipe**. **Step 2** — Gleantap starts a background job that: 1. Fetches the recipe template. 2. Generates AI-personalized content (segments, messaging, stages) based on your business context. 3. Clones the recipe into your workroom's native Flow / Form / Pipeline tables. 4. Marks the recipe as installed for your workroom to prevent accidental duplicates. **Step 3** — Once installation completes (typically under a minute), you'll see the new Flow / Form / Pipeline in the relevant section of your workroom, ready to review and activate. **If you install the same recipe twice**, Gleantap shows a confirmation modal to prevent a duplicate. You can choose to install again (creating a second copy) or cancel. *** ## Customizing a deployed recipe Once installed, the recipe becomes a **regular Flow, Form, or Pipeline** in your account. You edit it the same way you'd edit anything you built from scratch: * **Flows** — open the flow builder, adjust steps, timings, unenroll criteria. See Creating a Flow. * **Forms** — open the form editor, adjust fields, design, tracking codes. See Creating a Form and Customizing Design. * **Pipelines** — open the pipeline configuration, edit stages and automations. See Pipeline Overview. The `recipe_id` link back to the original template is preserved, but your edits don't affect the source recipe — and future recipe updates from Gleantap don't overwrite your customizations. **Recommended workflow:** install, review the deployed configuration before enabling, adjust messaging to match your brand voice, then activate. Don't just install and turn on without reading through. *** ## Common questions ### "Can I create my own recipes and share them with other Gleantap accounts?" Not today. Recipes are built and shipped by Gleantap. If you have a workflow that would make a great recipe, share it with your Customer Success contact — successful patterns from customer accounts often become new recipes in the global library. ### "Will installing a recipe affect my existing flows / forms / pipelines?" No. Installing a recipe adds a new item — it never modifies or replaces something you already built. If you already have a Flow named similarly, the recipe creates a separate flow with its own identifier. ### "The recipe is close to what I want but not exact — should I customize the recipe or build from scratch?" Almost always customize the installed recipe. You save time on the structural setup (segments, triggers, stage progression), and you can adjust the messaging and specific criteria to match your business. Building from scratch is only worth it when your process is genuinely unique. ### "Where do I see which recipes I've already installed?" Recipes you've installed show an "Installed" state on the recipe card. In addition, the resulting Flow / Form / Pipeline appears in its normal location (**Flows**, **Forms & Pages**, or **Sales Pipeline**) — the recipe origin is tracked on the item's metadata. ### "The AI generated messaging in the deployed recipe doesn't sound like our brand — can I regenerate?" The messaging is a starting point, not final copy. Open the deployed Flow / Form / Pipeline and edit the messages directly. For campaign copy help, use Creative Playground (AI) with your brand voice specified in the prompt. ### "How often does Gleantap release new recipes?" New recipes are added periodically based on customer patterns and product releases. When we release a recipe relevant to your industry, it appears in your Recipes tab automatically. ### "Can I filter to only Fitness & Wellness recipes?" Yes — use the industry filter on the Recipes page. You can also stack filters (industry + type + use case) to narrow to exactly what you need. *** ## When to use a recipe vs. build from scratch **Use a recipe when:** * You're starting a new automation and don't have a specific structure in mind. * You want proven best practices baked in (e.g., timing between messages, unenroll criteria). * Speed matters more than perfect fit — recipes give you 80% for 10% of the effort. **Build from scratch when:** * Your process is genuinely unique to your business. * You have specific requirements that don't map to a common pattern. * You want full control from the first step. You can always start with a recipe and modify heavily — that's a valid third path and often the fastest way to a great result. *** ## Related pages * Flows → Creating a Flow — building flows from scratch * Forms → Creating a Form — building forms from scratch * Pipeline Overview — pipeline basics * Popular Use Cases — non-recipe use case ideas * Creative Playground (AI) — refining messaging in recipes # Product Updates ### Updates from April, 2026 1. Test AI Agent - Added option to test Voice agent 2. Scorecard - Breakdown by Workroom - Being able to select specific workroom 3. Make Default Sending email user-specific 4. Calendar Meeting - Ability to add DOB 5. Calendar Meeting - Ability to add CSS design 6. Auto-save - Refreshing Editor 7. Locking Editor - For multiple people trying to edit the same time 8. Added {Today}, {Yesterday}, {Last Day of Month} and {Tomorrow} as Special Merge Tags. 9. In Profile Tasks tab if a task was created by automation - it will show the automation name. 10. Forms - Ability to Export Form Results 11. When Deleting a Sub-User - you can transfer all tasks and contacts to another user 12. Conversion Tracking for Flows 13. In Calendar Meetings - Add Address field 14. In Calendar Settings - Shows all team members that have connected their calendar 15. Calendar Invites / Confirmation - Includes Change & Cancel links ### Updates on Oct 28, 2024 1. **Custom Roles** - You can now create robust custom roles in Settings and give users access to specific modules & permissions within the product. 2. **Minimum Booking Window** - You can configure a minimum booking window for your meeting appointments in the Calendar. 3. **Option to Require Answers for Calendar Booking** - You now have the option to mark certain questions as "Required" for users to fill out when making an appointment. 4. **Messaging Logs Report** - You can now see a detailed messaging logs report in Reports. This gives all the messages sent and received in your workroom. 5. **Auto-Save for Page Builder** - We implemented an auto-save so your updates in the page builder will get automatically saved. 6. **Color Coding Appointment Types in Calendar** - You can now have different appointment types be color coded so they are easily identifiable when looking at the Calendar. ### Updates on Sep 30, 2024 1. **Multiple Metrics on a single Scorecard Trend page** - You now can add multiple metrics within a single Scorecard Trend page. 2. **Voicemail** - You now have Voicemail auto-enabled on all VOIP numbers. Your contacts can leave a recorded message that will be logged in their profile and within the VOIP window. 3. **Pipeline Summary Report** - Updated to show data based on historical movement and not just current positions. 4. **Ability to Export Reviews from Reputation** - You can now export your reviews into a CSV file from the Reputation > Reviews module. 5. **Calendar booking with Multiple Users** - You can now allow calendar appointments with multiple team members at once. ### Updates on Mar 15, 2024 1. **Adding date / time of an appointment to text or email campaigns:** You now have the ability to add appointment information such as date / time to text or email campaigns. 2. **Segments - 'No Visit Ever' filter:** Easily construct a segment of people with 0 visits by using the 'No Visit Ever' filter. 3. **Segments - search bar for 'Has Purchased an Item' filter:** Easily search for purchase items when using Purchase > Has Purchased an Item filter. 4. **Configure AI - Working Hours:** Configure your business work hours for each day of the week. 5. **Reports - Printing issue:** An issue regarding printing reports has been resolved. 6. **Flows - assigning Type of task:** You now have the ability to assign Type of task in flows. 7. **Tasks - 'Recurring' option:** You now have the ability to create recurring tasks. 8. **Scorecard:** Access your Scorecard using the link in top right corner. 9. **Workroom settings - Tik Tok social link:** Added an option for TikTok link in workroom settings to be used in email editors. 10. **Reports - VOIP Call Outcome Report:** Keep track of your VOIP call outcomes with the 'Call Outcomes' report. ### Updates on Feb 16, 2024 1. **Inbox - Filter by User Responsible:** When filtering conversations in the inbox, there is now an option to filter contacts based on the user responsible. 2. **Flows / Campaigns - default email option:** When setting up a flow or campaign, you'll have the ability to select 'default email' which corresponds to Workroom Default set under Configure Email. 3. **Configure AI - time window:** Set a time window for when you want AI will respond to messages. 4. **Removed Deleted Workrooms from Copy list:** Any deleted workrooms that appeared when copying items such as templates have been removed from the Copy list. 5. **Scorecards - open rate:** Open Rate has been added as an option in Scorecards. 6. **Create New Template - Foundation template options:** When starting a new template, you'll have the option to pick from a Foundation template or to start from scratch. 7. **Split Testing:** You can split an audience into multiple parts to do split testing. 8. **Segment Issue regarding 'Is Equal To:'** An issue where editing a segment using 'Is Equal To' getting switched to 'Is One Of' has been resolved. 9. **Flows - 'Complete' option:** You can manually mark flows as 'Complete.' 10. **'Manage Sharing' option:** This option has been added for Templates, Campaigns and Segments. 11. **'Manage Source' option:** This option can be found in Account Settings. 12. **Contact searching within segments:** You can now search for first name, last name, and email within segment lists. ### Updates on Jan 31, 2024 1. **Unsubscribe Counts - Email reporting:** Updates have been made regarding unsubscribe counts to reflect more accuracy in email reporting. 2. **Campaign Conversions - Email (or SMS):** Updates have been made regarding adding and deleting conversions. 3. **Search Suppression:** Suppression lists now have a search bar to make it easy to check for a suppressed email address. 4. **Appointments Filtering - In the Last:** When creating a segment using Appointment filters, there is now an option to use 'in the last X days' regarding the due date. 5. **Save Blocks in Email & Page Editor:** When constructing email templates or landing pages, you now have the ability to save a row block to use again in new email templates or landing pages. Simply click on the row you're working on in the editor and then click on the Save 💾 icon that appears. You can find your saved rows under the Row options in the editor. 6. **Flyout shows Optin/Output Statuses:** You no longer have to navigate to the customer's full profile to see their email and SMS optin/optout status - in the customer profile flyout view, the status displays up at the top. 7. **Segment Report shows Form names instead of IDs:** When viewing the segment report, the Form name will be used rather that the ID number. 8. **Configure > Workroom Settings > Manage Locations** Navigating to this area will allow you to manage your locations - you can add new locations and add their details. 9. **Reputation > Reviews - Search for specific Keywords:** The Reviews page now has a search bar, allowing you to search for reviews that include specific keywords. 10. **AI Tool - for Subject / Email Campaigns:** After you've selected your email template while creating an email campaign, you can click the AI button to generate a subject line based on the copy of your email template. 11. **Copying a Flow to another Workroom - Default Email:** When copying a flow from one workroom to another, the copied flow will use the default email address of the workroom it's been copied to. 12. **Segments - Appointment Name - More filter options:** More filter options have been added regarding Appointments. 13. **SMS Campaign - 1Mb - Validation:** If attaching an image to an SMS campaign, an error message will now appear if the file size exceeds 1MB. 14. **SMS Campaign - Link auto converts in text field:** If including a link in an SMS campaign, the link will convert to a Gleantap link once you type it into the message box for the purpose of tracking clicks - make sure it starts with https\:// 15. **Duplicate options for Forms & Pages:** Easily make a copy of a Form or Page by using the 'Duplicate' option. 16. **Inbox - Hide Optin Keywords:** In the Inbox, there is a new filter option 'Hide Opt-In / Opt-Out Keywords' - this allows you to hide conversations of people who opted out with the keyword STOP, for example. 17. **Tasks - Filter by Task Type:** When viewing Tasks, you'll have the option to sort by or filter by task type. 18. **Flows - Task - Task Type:** When adding a Task action item into a flow, you can indicate the task type. 19. **Merge Contacts:** When merging contacts, the system won't overwrite email / phone. 20. **Permissions of a copied Flow:** When copying a flow, the copied flow will have the same Managed Shared permissions same as original Flow. 21. **Editing Customer Profile:** You can now edit a customer profile and switch them from a prospect to a member. Simply click on 'Member' or 'Prospect' found under the Account Info section to switch to the other. 22. **Scorecard:** The column header now allows the ability to edit Custom Metric. 23. **Segment - Form Filled out on X-Y Date:** When creating a segment using Form filters, there is now an option to use 'Form Filled out on X-Y Date' regarding when a lead filled out the form. 24. **Workroom Admin permissions:** Workroom Admin sub-users should now be able to edit templates. 25. **Segmentation - Phone is / is not valid** When creating a segment using the Phone filter, there is now an option to use 'is valid' to segment real phone numbers or 'is not valid' to segment fake numbers. {% content-ref url="/pages/EdkDXKbI9FqyX9FSJuWY" %} [Broken mention](broken://pages/EdkDXKbI9FqyX9FSJuWY) {% endcontent-ref %} # Getting set up Onboarding steps in Gleantap When you first open your new Gleantap account, you will see an onboarding module that is designed to help you get started.

Onboarding Dashboard

In order to fast-track your account set-up, click on the green 'Continue Onboarding' button to set up some basics. Those next steps are covered below.
Step 1: Business Overview On this step, you'll be asked to fill out some basic business information, such as **Business Name, Phone Number, Country, and Time Zone.** **Business Name:** This will be used throughout the account wherever your business name is mentioned. **Phone Number:** This will be the number your calls are forwarded to when someone calls back the number Gleantap assigns to your account. **Country:** This will help the team identify what phone number to assign to your account. **Time Zone:** Very important to make sure this is set correctly to ensure your campaigns send at the expected time.
Step 2: What is your business address? Fairly straightforward. We ask that you enter your business address not only so your customers know where to find you, but to stay compliant with email providers that prefer to see a physical address at the bottom of your email campaigns to prove you are a real business.
Step 3: Branding Overview On this step we'll ask that you add your logo and main brand color via HEX code. If you don't have these with you at the time, you can simply hit 'Skip' to continue the process. **Logo:** Ideally this should be a transparent .png version of your logo so that it works across different templates/forms. **Primary Color:** This will help to customize the built-in templates and forms in your account to start you off with branded material.
Step 4: Configure SMS We'll cover this more in the Configure SMS section, but on this step you're simply deciding what type of number you'd like to use and what auto-response you want to set up. Your Customer Success team will walk you through setting up your phone number, so if you haven't spoken with them yet, you can simply skip this step. **Phone Number:** If you plan to use a toll-free number, you can select one from this step and hit continue. If you'd like to use a 10-digit local number, speak with your CS team or email us at so we can help you set that up. **Auto-response:** This auto-response will be triggered when someone that is not already in your contact list texts the number you are setting up. Our default response asks them to add the number to their contact list, but feel free to customize this as needed.
Step 5: Configure SMS (continued) Once your number has been chosen, there are additional items we'll need for you to configure regarding your SMS number/campaigns. We'll break down each below. **How are your customers going to opt-in for SMS?** We need to know how people opt-in so that our carrier will approve your number for SMS marketing. If you have questions about this, feel free to ask your Customer Success team for guidance. **How do you want to Opt-In contacts?** Single Opt-in vs. Double Opt-in: If you select Single Opt-in, contacts will be opted-in when they give you their info and only will be opted-out if they reply STOP. If you select Double Opt-in, contacts will need to reply YES after providing their phone number to confirm their opt-in. Only those who reply YES can then be contacted. **Do you want to require a double opt-in (Recommended)?** Basically the same question as before - Single vs. Double. We do recommend the Double Opt-in, but depending on your circumstances, we can help you set up a process that works best for you. For the next three items, we have built in suggested language that you are free to update, but certain parts need to remain in place. See below. **Double Opt-In Request:** If you selected 'Double Opt-in,' this will be what is sent to new users to ask them to opt-in with the keyword YES (or START/JOIN) - the part requesting them to reply YES needs to stay, the rest can be edited. **Thank you - Optin:** This is what will send after they reply YES. Primarily it serves as a confirmation, but you're welcome to use this message to tell them more of what to expect now that they have opted-in. You'll need to keep in the part that says they can reply STOP to opt-out, just in case they forget. **HELP keyword:** If someone replies HELP, they likely aren't sure why they are opted-in. We recommend directing them to your website and reminding them why they are opted-in in the first place. **Quiet Hours:** These can be set for both email and SMS. The way they work is that during the hours you set, no automate messages will be sent from your account. So if you have a campaign set up to go out at 5:30am, but your quiet hours go until 7am, the campaign won't actually be sent until after 7. By default, we have set the quiet hours from 7:30pm-9am. To avoid issues with compliance, make sure that your quiet hours at least cover the hours of 10pm-4am, if not more.
Step 6: Configure Emails Similar to configuring SMS, configuring your emails is important for setting up your account. This will likely require some help from your Customer Success team, so make sure to discuss that with them on your onboarding calls or email **What email address do you want to send emails from?** This will be the default 'sending email' for your account, so while you will be able to select other emails to send from, this will always be the default selection when setting up a campaign. **Your default Gleantap email (Emails forwarded here will show in Gleantap Inbox):** This is important to remember if you'd like to set up email forwarding from your main inbox into Gleantap. More on that here. **Send emails using:** Gleantap Servers or My SMTP - We almost always will set up emails using our servers.
Step 7: Select an integration to import your contacts. Finally, the most important part of setting up your account is integrating Gleantap with your customer software. Simply click on the software you work with and follow the instructions to finalize this step. Your other option is to 'Upload a CSV,' which you can do if you do not have a data integration available. Even if you do, we recommend uploading any Unsubscribed contacts to your account to opt them out.
And there you go! Once you add your integration, the onboarding program will disappear and you'll be all set. # Inviting Members Once you complete the initial onboarding module, you'll want to start adding people from your team to use Gleantap. This can be done by navigating to the top right of your account where you'll see a circle with your initials. Click on the circle to open the drop-down and select 'Settings.'
Once in Settings, select 'Sub-users' on the left-hand side. Then select 'Add Sub-user with the green button to begin adding your team. Here is what you'll need to configure for each sub-user:
**Name:** This is how their name will appear throughout the account, so keep that in mind. **Email:** This will be how they sign in along with their password. Currently, it will not send them an email when their sub-user account is added. **Password:** Set for them and send to them to login. They can always update it later once they sign in. **Workrooms:** If your account has multiple workrooms, select the workrooms you would like the user to have access to or leave it blank to give them access to all workrooms. **Role:** Users can be assigned to the following roles, which provide different levels of access. * Admin: Access to everything in the account, no restrictions. * Workroom Admin: Access to everything in their workroom, can't edit items originally created by full admin accounts. * Marketing: Has access to campaigns and inbox, but not sales features. * Sales: Has access to pipeline and inbox, but not marketing features. * Analyst: Can't create new campaigns/automations, but can review reports and analyze existing set up. **Enable Voice Calling:** Voice calling is available for certain accounts for $15/mo per line. You can enable Voice from here by selecting this option. Speak with your CS team for further information. **Enable Sales / Pipeline Role:** Select this only if you want to be assigned leads/tasks within the pipeline. # Configure Email How to set up your email so it's ready to use in your account In order to configure your email information in your workroom or account, click on the Configure option on the top-right of your account and select 'Configure Email.'
Once you select that option, you will see the following items you can configure. **Default FROM Email:** This email address is where all of your emails will be sent from by default when setting up Flows and Email campaigns. You can always change this when setting up the campaign, but this will be the default, so make sure to set it to an email that works for a variety of use cases. **Default Sender Name:** This will be the name that your end-users see when the email hits their inbox, so make sure it clearly identifies who you are or what your brand is to avoid confusion. **Default Reply To Email:** While emails will be sent from the Default FROM Email, you can set up either the same email or a different one as the Default Reply To Email - which means that any replies to campaigns sent from your account will go to this address. By default when you open your account, the default reply to will be something like {companyname}@cx3.gleantap.org - if you keep this email as the Reply To, your replies will go to your Gleantap Inbox instead of a regular email inbox. If you'd like them to go to both your regular email inbox *and* Gleantap's inbox, you'll need to set up forwarding from your regular inbox to that address listed as the 'Gleantap Default Email.' If you need help with setting up forwarding, email . **Email Unsubscribe Header:** This will be blank by default, but can be a useful tool. Email companies require an unsubscribe footer and the header is optional - it is simply a way to give users multiple options to unsubscribe. The reason you would use an Email Unsubscribe Header along with a footer is that the 'Mark as Spam' option is typically at the top of the recipients email, while the unsubscribe option is in the footer. We would much rather that they unsubscribe than mark your email as spam, so adding the Header is a way to avoid hurting your email reputation. **Email Unsubscribe Footer:** Must be included in all of your emails and will be added by default. You can update what it says, but you must include the {unsubscribe\_url} to stay compliant and make sure that when some unsubscribes, they are being removed from future campaigns. **Footer Address:** Email providers prefer to see a physical address in the footer of your emails to pass spam filters, so we encourage you to add your address here, but it is optional. **Quiet Hours:** During the hours that you set here, no automatic emails will be sent. By default we have the hours as 12am-4am, but you can edit them as needed for your business. # Configure SMS How to set up your SMS number and opt-in settings to be ready to use in your account. To configure your SMS, navigate to the top right of your account and click on Configure - Configure SMS.
Once you are there, you will see quite a few options to configure. Most of them will be added with boiler plate wording that you can update or leave as is, depending on how you'd like to set it up. Here's a breakdown of each of these items. **SMS Number:** This is the number your messages will be sent from, both for campaigns and from the Inbox. You can add a toll-free number on your own by clicking 'Change Number' or speak with your Customer Success team about setting up a regular 10-digit number. If you choose a toll-free number, make sure to click 'Verify Number' once it is added and fill out the form. Once your number is verified, you will be able to avoid a lot of common issues with messages being blocked or suspended. **Auto-Response (when a new contact texts you):** This message will send if a user sends a message to your configured number and you don't currently have them in your contacts. The default message says: *F45 Training Brodie Lane: Hey - thanks for reaching out. Please use the link below to add your info to our contacts list. We'll be in touch soon. Thanks. {{LINK}}* **Auto-Response (when a new contact calls you):** This message will send when a user tries to call your outbound number and they receive no answer. Missed calls will show in your account if you have Voice enabled. **Forward Calls to:** If the number you are using for SMS doesn't have a voice component, calls made to the SMS number will be forwarded to the number that is configured here. **Opt-in Setting:** Here you are able to decide if you want to use a Single Opt-in, Double Opt-in, or no opt-in for a few scenarios, including: * Contacts who text in * Contacts through website widget * All other contacts What these users are sent is configured in the below sections. **Double Optin Request:** This is what will send when a user meets the requirements mentioned above and Double Opt-in is set. A Double Opt-in is when a user opts in when signing their membership contract and then opts in again when they receive this text and reply YES/START/JOIN or another opt-in keyword. Default wording: *We have received a request to opt you in. Please reply YES to optin.* **Opt-in Keywords:** Defaults to have START and JOIN as opt-in keywords, but you can use any keyword you like. YES is another common option. **Thank You - Optin:** When someone texts the above opt-in keywords you have configured, this auto-response will confirm their opt-in. Default wording: *You've successfully opted in to our alerts. At any time reply STOP to opt-out or HELP for help.* **Opt-Out Keywords:** STOP and UNSUBSCRIBE are the most common opt-out keywords and are typically accepted regardless of what is configured here. However, just like the opt-in keywords, you can add your own custom keywords here if needed. **Optout Message:** When someone texts the above opt-out keywords you have configured, this auto-response will confirm their opt-out. Default wording: *You've been successfully opted out of receiving text alerts. To re-optin reply START.* **Help Message:** HELP is another keyword that is standard in SMS campaigns. Feel free to change this as needed, but you'll want to make sure they understand why they are getting messages from you. Often a link to your website is a good idea as well. Default wording: *You'll be receiving text alerts from us regarding your account, offers & more. Standard data rates may apply.* **Quiet Hours:** During these hours, no automated SMS campaigns will be sent. By default we have the hours as 7:30pm-9am, but you can edit them as needed for your business. We recommend making sure they are set at least from 10pm-4am to be compliant, but it is up to you what hours you set. **Auto-Response (when a contact texts you in quiet hours):** If you'd like an auto-response to be sent out when a user tries to contact you during the hours you set above, you can enable this and add your message here. **Max SMS per day per contact:** Some companies only want a certain number of messages to be sent to a user per day. You can configure this here. For example, if I was going to be targeted by 3 campaigns in one day, but you have the Max SMS per day per contact set to 1, I would receive the campaigns over 3 days instead of all on the same day. **Max SMS per day per contact:** Some companies only want a certain number of messages to be sent to a user per week. You can configure this here. # SMS Compliance & Deliverability Registering your SMS number, staying compliant with TCPA and carrier rules, and troubleshooting when messages don't send. Sending SMS through Gleantap has three parts: **the right number**, **carrier registration**, and **compliant content**. Get all three right and your delivery rate stays high. Get one wrong and messages fail, numbers get flagged as spam, or carriers suspend sending outright. This page covers what to know and what to do. For the initial setup of your number and opt-in messages, see Configure SMS first. *** ## SMS number types Gleantap supports three number types. Which one is right for you depends on your business and how much volume you send. | Number type | Format | Best for | Registration required | | ------------------------------ | ------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- | --------------------------------------- | | **10DLC (10-Digit Long Code)** | Standard US 10-digit number, e.g., (512) 555-0123 | Most single-location studios and gyms in the US. Cheapest per-message, decent throughput after registration | **Yes** — brand + campaign registration | | **Toll-free** | 1-800/833/844/855/866/877/888 number | US businesses that want a memorable number, or that need faster provisioning while 10DLC registration is pending | **Yes** — toll-free verification | | **International long code** | Local number in the country you're texting into | Studios outside the US (UK, Netherlands, Australia, Denmark, UAE, Lebanon) | Varies by country | **Short codes** (5-6 digit numbers like `313131`) are not supported directly today. If you need a keyword-triggered opt-in campaign, you can achieve the same effect with a 10DLC number — see [Keyword-triggered opt-in](#keyword-triggered-opt-in) below. *** ## Registering your number **US 10DLC and toll-free numbers must be registered with the carriers before they'll reliably deliver.** Unregistered US numbers get filtered aggressively — sometimes silently — as spam. Registration is self-serve. 1. Click the **gear icon** at the top-right → **Configure Numbers**. 2. Find your number and click **Verify** next to it. 3. Fill in the registration form (business name, address, use-case description, sample messages). 4. Submit. **Timeline:** toll-free verification typically approves in a few business days. 10DLC brand + campaign registration can take a week or two, and includes carrier fees Gleantap passes through. You can send during the review period, but throughput is throttled until approval lands. If you need help filling out the form or aren't sure which fields matter, email and Customer Success can walk you through it. ### What carriers are looking for The registration form asks you to describe how you'll use SMS. Carriers reject applications that are vague or that resemble spam patterns. Some things that help approval: * **A specific use case.** "Class reminders and promotional offers for members of my yoga studio" is much better than "marketing". * **Clear opt-in language.** Say exactly how people opt in (website form, in-club signup, keyword-triggered). * **Sample messages that include your business name and STOP instructions.** e.g., `Sunrise Yoga: Your 9am Vinyasa class is confirmed for tomorrow. Reply STOP to opt out.` * **A public-facing privacy policy** on your website that mentions SMS use. ### If registration fails Carriers send back rejection reasons. Common ones and their fixes: * **"Use case unclear"** — expand the description; give a real example of when a customer would get a message. * **"Sample messages non-compliant"** — add your business name and STOP instructions to every sample. * **"No privacy policy"** — add one to your website that explicitly mentions SMS. * **"Business info doesn't match"** — the business name and address you submitted must match your legal registration exactly. Resubmit through **Configure Numbers → Verify**. If you're stuck, contact support. *** ## TCPA and consent — the legal basics In the US, the **Telephone Consumer Protection Act (TCPA)** governs commercial SMS. The short version: * **You must have prior express consent** before texting anyone marketing content. Consent means an active opt-in — a checkbox that says "I agree to receive SMS from Sunrise Yoga," a keyword texted to your number, a signature on an intake form, etc. * **Consent doesn't transfer.** If someone gave their number to your CRM to book a class, that's not automatic consent for marketing SMS. * **Every message needs an easy way out.** STOP must always work. HELP must always return support info. * **Quiet hours are law, not just etiquette.** Sending outside of 8am–9pm in the recipient's timezone risks TCPA violations. See [Quiet Hours](#quiet-hours-and-frequency-caps) below. Gleantap enforces STOP/HELP handling automatically, and Quiet Hours by default block sends outside your configured window. But the burden of *having consent* in the first place is on you. Outside the US, similar rules apply (CASL in Canada, GDPR in the EU, Spam Act 2003 + the 2025 amendments in Australia). Local nuances matter — if you're sending to non-US recipients, check your country's requirements before you scale up. *** ## Content restrictions — SHAFT-C US carriers block or filter messages that contain content in six restricted categories, collectively called **SHAFT-C**: * **S**ex * **H**ate speech * **A**lcohol (for unregistered senders; regulated alcohol senders need age-gating) * **F**irearms * **T**obacco / vaping * **C**annabis / CBD Even legitimate businesses hit SHAFT-C filters unintentionally — a wellness studio mentioning CBD, a bar's happy-hour promo, a gym referencing supplements. Some rules of thumb: * **Don't mention these categories unless your registration explicitly says you will** and you've age-gated where required. * **URL shorteners** (bit.ly, tinyurl) trigger extra filtering. Use your own domain or Gleantap's built-in link generator. * **All-caps, excessive emojis, or "URGENT!!!"** style formatting looks like spam and can trip filters. * **Public URL redirects to gated content** (age-gated pages, etc.) will get flagged if the underlying content is SHAFT-C. If a carrier flags a specific campaign, you'll see failed delivery reports for a subset of your recipients. That's a signal to review the content. *** ## Opt-in flows Gleantap supports several opt-in patterns. Configure them under **gear icon → Configure SMS** (see Configure SMS for the full setup UI). The high-level options are: ### Single opt-in The contact consents once (form checkbox, in-person signup, or keyword) and starts receiving messages. Simple, fast to grow a list. Legal if consent language is clear. ### Double opt-in The contact opts in once, then receives a confirmation SMS asking them to reply `YES` (or another opt-in keyword). Only after that reply are they added to your active list. Slower list growth, but a stronger legal record and better engagement rates. ### Keyword-triggered opt-in Publish a keyword and ask people to text it to your number. Anyone who sends the keyword is opted in and gets an auto-response. **Example:** print "Text BOWLING to (512) 555-0123 for 10% off your next class" on flyers. When someone texts `BOWLING`, they're opted in and receive your discount message. To set this up: 1. Go to **Campaigns → Keyword Campaigns** and create a new campaign. See Keyword Campaign. 2. Set the keyword (e.g., `BOWLING`) and the auto-response with the discount details. 3. Publish. The keyword is now active on your SMS number. Keyword matching is **case-insensitive** and matches the **whole message** — so texting `bowling`, `BOWLING`, or `Bowling` all trigger the campaign, but `I want BOWLING info` does not. **Note on short codes:** true short codes (like `313131`) require carrier provisioning and aren't offered today. Use a 10DLC or toll-free number as the destination for keyword campaigns instead. *** ## Quiet Hours and frequency caps **Quiet Hours** block automated SMS sends during time windows you configure. Set them under **gear icon → Configure SMS**. Default is 7:30pm–9am. Legal recommendation is at least 10pm–4am; better is 9pm–8am aligned with TCPA. Messages queued during quiet hours are held and released when quiet hours end. Manual sends from Inbox are not affected — quiet hours apply to automated campaigns and flows. **Frequency caps** limit how many SMS messages a single contact receives across all your campaigns: * **Max SMS per day per contact** — hard cap on daily sends * **Max SMS per week per contact** — hard cap on weekly sends If a contact would exceed a cap, subsequent messages are queued rather than dropped. Useful if a contact is in multiple flows/campaigns firing on the same day. *** ## Troubleshooting ### "Why are all my SMS messages failing?" Walk through in order: 1. **Is your number registered?** Unregistered 10DLC / toll-free numbers get filtered by carriers. Check **Configure Numbers** — if the status isn't "Verified", registration is the problem. See [Registering your number](#registering-your-number). 2. **Is the number suspended?** Twilio can suspend numbers that receive high spam complaint rates. Look for a suspension notice on the Configure Numbers page or in an email from Gleantap. If suspended, contact support. 3. **Is the message being sent during Quiet Hours?** Automated sends during quiet hours are queued, not sent. Check the campaign send time. 4. **Does the content trigger SHAFT-C?** Review the message for restricted categories. Even a passing mention (of alcohol, cannabis, etc.) can filter to zero delivery. 5. **Is the destination number valid and opted in?** Check the contact profile — a number flagged undeliverable stays suppressed. See Understanding Suppression. ### "My number shows up as 'Likely Spam' on recipients' phones" This happens when a number accumulates spam complaints or when carriers detect unregistered/misregistered traffic. Steps: 1. **Confirm registration is complete.** Unregistered numbers get flagged first. Configure Numbers → Verify. 2. **Audit recent content.** Review sent campaigns from the past 30 days. Are they compliant (opt-in language, STOP instructions, no SHAFT-C content)? 3. **Contact support.** For a number that's already flagged, you may need to submit a re-registration or switch to a different number. Support can help evaluate. 4. **Prevent recurrence** — review Best Practices for SMS. ### "Twilio suspended my number — how do I reconnect?" Twilio suspensions require dispute or replacement: 1. Email with the suspended number and a summary of what happened. 2. If the suspension was for cause (spam complaints, non-compliant content), we'll usually recommend a new number and help you migrate. 3. If you disagree with the suspension, we can help file a review with Twilio. While a number is suspended, no sends will complete. Any queued campaigns will fail until the number is restored or replaced. ### "I want to send SMS to Australia (or another country outside the US)" International SMS is supported via country-specific numbers we provision on your behalf. 1. Email with the country you want to send to. 2. We'll provision a local long-code number and configure the necessary registration for that country. 3. Note: some countries have stricter rules than the US. Australia's 2025 SMS Sender ID Register requires additional registration; the EU's GDPR has its own consent framework; Canada's CASL has explicit-consent requirements. Supported countries today: **UK, Netherlands, Australia, Denmark, UAE, Lebanon** (plus US and Canada). Other countries: reach out to support and we'll assess feasibility. ### "How do I set custom opt-in / opt-out keywords?" Under **gear icon → Configure SMS**, add your custom keywords. Defaults: * **Opt-in:** `START`, `JOIN` * **Opt-out:** `STOP`, `UNSUBSCRIBE` You can add custom keywords like `YES`, `BEGIN`, `END`, `CANCEL`. STOP and HELP are always honored regardless of your configuration — carriers require this. Matching is case-insensitive and matches the whole message. *** ## Related pages * Configure SMS — initial SMS setup and opt-in wording * Keyword Campaign — how to set up keyword-triggered campaigns * Best Practices for SMS — general guidance for engagement * Understanding Suppression — why a contact might be blocked from SMS sends # Configure AI Chatbot This tool can answer questions, provide support and generate leads in your Gleantap inbox, social media messaging platforms and can be added to your website as a Chatbot Widget. To edit your AI Chatbot in your account, navigate to the top right of your account and click Configure AI.
You will be taken to this screen, where you will set up the Basic Instructions.
Before switching the 'Enable AI Agent' toggle on, be sure to set up the Basic Instructions, Train AI, Custom Intents and Tools. **Name:** Assign your AI Chatbot a name. It can be any name you'd like! **Instructions to your AI Agent:** Here you will give your AI Agent basic instructions and a personality. You can be as general or descriptive as you see fit. **Greeting Message:** This is the message the AI Agent will start the conversation to your customer with. **Closing Message:** This is the message the AI Agent will end the conversation to your customer with. The closing message will be sent after there is no contact from the customer for a certain number of minutes. In the example above the client's Agent, Mattie, will send their closing message after 30 minutes. **Deploy AI to Channels:** Select the channels you'd like AI to function on. Here, Mattie will be functioning on the website Chatbot Widget, and Facebook messenger. **AI Assign Time:** All day means AI will respond to messages 24 hours a day. This is very helpful if you or a team member will not be monitoring your Gleantap inbox to respond to messages at all times. **Transfer to Human:** Toggle this on if you would like the AI Agent the capability to transfer the conversation to you or a team member to take over. Add the message for the Agent to respond with. Enter the human working hours you will be available to take over the conversation for your AI Agent. Add the message for your Agent to respond with if there is a request to speak with a human outside of those working hours. Once these are all configured, visit the following articles to complete the configuration process and embed the widget onto your website: * [Train AI](/ai-chatbot/train-ai) * [Custom Intents](/ai-chatbot/custom-intents) * [Tools](/ai-chatbot/tools) * [Test AI Chatbot](/ai-chatbot/test-your-ai-chatbot) * [Embed Chatbot Widget](/ai-chatbot/embed-your-ai-chatbot-widget) # Notifications How to set up notifications via email and Web in your Gleantap account The final step to getting your account configured in Gleantap is to set up notifications so you can stay on top of what is happening in your account. To set these up, navigate to **Configure** on the top-right of your screen and select 'Notifications.'
From here, you will see the following options for notifications you can enable. You can do so simply be enabling them with the button next to them or by adding your email address in the box below the notification title. *Keep in mind that each sub-user will need to turn on their own notifications, so unless you are putting in someone's email in the box below a notification, they will need to set up their own notifications when they sign in.* Here is what each notification corresponds with: **Web Notification on browser when you receive a message**: Turn this on to get web notifications in your browser when you receive a new message in the inbox. **Instant Notification when you receive a message:** This will send to the emails you added every time you get a new message. If you plan to receive a lot of incoming messages, we'd recommend using the Daily Digest option instead. **Filter out Keyword Responses:** If you do turn on the above notification, I'd recommend selecting this option so you don't receive an email every time someone texts 'STOP' or 'YES.' **Daily Digest of all messages received:** Instead of getting a notification as the messages come in, you can get a daily email with all of the messages you haven't checked yet. **New Task Assigned:** Receive an email each time a task is assigned to you. **Task Due in 24 hours:** Receive an email when an open task assigned to you is due in 24 hours. **Daily Task & Appointments Due:** Instead of getting a notification for each task or appointment as they are assigned / coming due, you can get a daily email with them listed by turning this on. **Daily Summary of Activity:** This will give you a daily summary of activity in your pipeline. **Weekly Digest of Activity:** This will give you a weekly summary of activity in your pipeline. **Send Report after campaign is completed:** This notification will send after a one-time email campaign is completed and send you the stats for the campaign. If you're worried about a campaign getting suspended, this is a good notification to turn on to make sure you don't miss anything. **Send Report after 24 hours after campaign is completed:** This notification will send 24 hours after a one-time email campaign is completed and send you the stats for the campaign. **Monthly Campaign Reports:** This notification will send a report of all of your ongoing campaigns from the previous month and how well they performed. We highly recommend turning this on. **Add below emails as bcc to email campaigns:** Any emails here will be BCC-ed on all outgoing email campaigns. This is a good way to monitor what is being sent from your account. **New Appointment Assigned:** This notification will send you an email each time you are assigned an appointment within the account. **Appointment Due in 24 hours:** This notification will send when you have an upcoming appointment in the next 24 hours. **Appointment Due in 1 hour:** This notification will send when you have an upcoming appointment in the next 1 hour. # SMS Notifications How to enable SMS notifications for your team 1. Go to Flows - New Flow and add the audience you want to notify your team about. As new leads are added to the segment, the designated team member you select will be notified about new users entering the segment. 2. Under 'Design Your Flow' add a step using Action - Sales - Submit to Webhook and add the following under 'Webhook URL' - with Method = POST and Payload Type as JSON 3. Add two fields - to\_number and message - in the right hand field area, add the number you want to send the notification to and under message add what you'd like to send to that number.
Hit publish on the flow and the SMS notifications will begin sending! # Setup Yealink Phone Use a physical Yealink or other IP phone with our VOIP Gleantap supports using physical phones at your location connected with our VOIP so you can enjoy all the benefits of our VOIP but with a physical in-studio phone. ## Configure your Yealink Phone with Gleantap 1. Plug your phone and connect it to the internet as per the instructions in the manual. 2. Once connected, retrieve your phone's IP address: 1. Press **Home / Menu** button on the phone. 2. Navigate to **Status** 3. On screen you should see your phones IP address (as IPv4) 4. Enter the IP address in your web browser's address bar. 3. You'll need to log into the web portal. Out of the box, the default credentials are: 1. **Username**: admin 2. **Password**: admin
4. From the menu, click on **Account**, find **Account 1**, and provide the following information: 1. **Activation**: Enabled 2. **Label**: enter the name you would like to see on the screen of your phone (eg. Studio Name) 3. **Display Name**: Enter the phone number that is configured with your Gleantap account. 4. **Register Name:** Same as your username, see below. 5. **User name**: You'll need to request your VOIP username from 6. **Password**: You'll need to request your VOIP password from 7. **Server Host**: sip.telnyx.com, Port 5060 8. **Transport**: UDP 9. Click Save or Confirm at the bottom. 5. You should be ready to use the phone now.
If you have any trouble configuring this, please reach out to us at # Forwarding Emails to Gleantap If you are using a different reply-to than what's configured within Gleantap, you can have the emails forwarded into Gleantap from your Email Provider. **Here are steps to enable Email Forwarding to Gleantap.** ### **Gmail** To configure email forwarding in Gmail, go to **Settings > See all settings**, click the **Forwarding and POP/IMAP** tab, and select **Add a forwarding address**. Enter the email address you want to forward to, verify it by clicking the link in the confirmation email, then return to settings, select **Forward a copy of incoming mail to**, choose an option for the original emails, and click **Save Changes**. Step 1: Add a forwarding address 1. Open [Gmail](https://mail.google.com/mail/) on your computer. 2. Click the **Settings gear icon** in the top right corner, then click **See all settings**. 3. Go to the **Forwarding and POP/IMAP** tab. 4. In the "Forwarding" section, click **Add a forwarding address**. 5. Enter the email address you want to forward messages to (use your Gleantap configured email address here), then click **Next** and **Proceed**. Step 2: Verify the forwarding address 1. A verification email will be sent to the address you entered. This will show up within Gleantap's Inbox. Open it and click the **verification link**. 2. Return to your original Gmail inbox and refresh the page. Step 3: Turn on forwarding 1. Go back to **Settings > See all settings > Forwarding and POP/IMAP**. 2. Select **Forward a copy of incoming mail to** and choose your newly verified address from the dropdown menu. 3. Choose what you want to do with the original Gmail copy (e.g., **Keep Gmail's copy in the Inbox**). 4. Click **Save Changes** at the bottom of the page. ## Outlook ✅ Email Forwarding (Reply-To) in Outlook for Gleantap You can set up forwarding in two places depending on which Outlook version you use: **For Outlook Web (Microsoft 365 / Outlook.com)** Steps 1. Go to Outlook Web:\ 2. Click the Settings (⚙️) icon at the top right. 3. Click View all Outlook settings at the bottom. 4. In the left sidebar, go to:\ Mail → Forwarding 5. Check Enable forwarding. 6. Enter your Gleantap forwarding email, for example:\ 7. (Optional) Keep a copy of forwarded messages — recommended. 8. Click Save. **For Outlook Desktop App (Rules)** Outlook desktop does *not* have a global “forward all emails” option, so you create a rule. Steps 1. Open Outlook Desktop. 2. Go to File → Manage Rules & Alerts. 3. Click New Rule… 4. Under Start from a blank rule, choose:\ Apply rule on messages I receive 5. Click Next (do not select conditions unless needed).\ It will ask:\ "This rule will apply to every message, continue?" → Click Yes. 6. Under What do you want to do?, select:\ ✔️ forward it to people or public group 7. In the bottom box, click the underline link "people or public group" and enter your Gleantap email (). 8. Click Finish → Apply. **For Exchange Admin Center (Admin-Level Forwarding)** *(For businesses / IT admins using Microsoft 365)* 1. Go to: 2. Open Exchange Admin Center. 3. Go to Recipients → Mailboxes. 4. Select the mailbox. 5. Click Mail Flow → Manage email forwarding. 6. Toggle Forward all emails sent to this mailbox. 7. Enter the Gleantap forwarding address (). 8. Save. # Voice & VOIP Making and receiving calls in Gleantap through browser, mobile, or IP phone, plus recordings, voicemail, and the Voice AI agent. Gleantap includes a built-in VOIP calling system. You can make and receive calls from your browser, mobile app, or a configured IP phone — with every call logged, recorded, and available for review alongside your other customer conversations. Voice is powered by our native integration with Telnyx (not Twilio for the voice channel). This means you don't need a separate Twilio voice subscription. *** ## What Voice includes | Feature | Where it runs | | ---------------------------- | --------------------------------------------------------------------------------------------------------------------- | | **Inbound calls** | Ring on browser, mobile, or IP phone; auto-log to contact profile | | **Outbound calls** | Click-to-call from a contact profile or dial a number directly | | **Call recordings** | Optional per-call or always-on; playback from Reports and contact Activities | | **Voicemail** | Configurable messages for different scenarios (missed call, quiet hours, after-hours) | | **Call logging & reporting** | Every call appears on the contact's Activities tab and in call reports | | **Voice AI** | Optional AI agent that answers inbound calls — see [Managing AI Conversations](/ai-chatbot/managing-ai-conversations) | *** ## Where you make and receive calls Three surfaces, all connected to the same underlying number: ### Browser (softphone) Log in to Gleantap on desktop and calls ring in the app. Click-to-call from any contact profile — the call places from your assigned number. No plugin or download required. ### Mobile app Install the Gleantap mobile app (iOS or Android). Log in with your Gleantap credentials and inbound calls ring on your phone; outbound calls place from your Gleantap number. * Download the app from the [App Store](https://apps.apple.com/us/app/gleantap-inbox/id1459232090) (iPhone) * Download from [Google Play](https://play.google.com/store/apps/details?id=com.gleantap) (Android) ### IP phone (Yealink or SIP-compatible) For teams that prefer a physical desk phone. See [Setup Yealink Phone](/getting-started/setup-yealink-phone) for the walkthrough. Other SIP-compatible phones can also be configured — reach out to with your phone model. You can use all three simultaneously — the same call will ring on browser, mobile, and IP phone until picked up on one of them. *** ## Call recordings Every call can be recorded (subject to your compliance requirements — recording laws vary by state/country). **Where to find recordings:** * **Contact profile → Activities** — each call is logged with a recording link. * **Reports → Call Reports** — browse all recent calls across your workroom with search and filter. **Recording playback** — click the recording link to open the audio player. Recordings are hosted at `api2.gleantap.com` and stream directly. **Compliance note:** In many US states and most countries outside the US, at least one party must consent to recording. Some jurisdictions require both parties. Make sure your inbound greeting and outbound scripts disclose recording as required by your local law. See your legal counsel for specifics. *** ## Voicemail Configure what happens when a call isn't answered: * **Missed call** (nobody picks up during business hours) — plays your standard voicemail greeting, records a voicemail * **Quiet hours** (outside your configured business hours) — plays a separate quiet-hours greeting or forwards elsewhere * **After-hours** — similar quiet-hours behavior with a distinct message Configure voicemail greetings under Voice settings (typically under Configure or the dedicated Voice section). Upload MP3 files or use the built-in text-to-voice recorder. **Voicemail notifications** — configure who gets notified when a new voicemail arrives, and how (email, SMS, in-app). **Retrieving voicemails** — voicemails appear on the contact's profile Activities tab as a "voicemail received" event with a playback link. They're also aggregated in call reports. *** ## Voice AI The AI Agent can answer inbound calls, capture leads, book appointments, and hand off to a human when needed. This is a separate feature layer that runs on top of the VOIP infrastructure. See [Managing AI Conversations](/ai-chatbot/managing-ai-conversations) for: * How to enable Voice as an AI channel * Where transcripts and captured leads land * Handoff behavior (voice → team assignment) You can enable Voice AI on some numbers and leave others as human-only. *** ## Call reporting Voice generates several data points visible in reports: * **Total call volume** — inbound vs outbound, per day/week/month * **Missed vs answered** — ratio and trend * **Average call length** * **Per-teammate stats** — calls handled, average length * **Voicemail count** — how many missed calls resulted in voicemail Find these under **Reports** in the main navigation. *** ## Common scenarios ### "How do I set up a physical IP phone?" If it's a Yealink, follow [Setup Yealink Phone](/getting-started/setup-yealink-phone). For any other SIP-compatible model, email with the phone model — we'll send you SIP credentials and configuration. ### "Can I have multiple teammates share the same number?" Yes. Multiple users can be assigned to the same Voice-enabled number. Inbound calls ring all of them; whoever picks up handles the call. Configure who's assigned to which number in Voice settings. ### "How do I disable recordings for legal reasons?" Voice settings include a per-number recording toggle. Turn it off for numbers where recording isn't appropriate for your jurisdiction. You can also disable recording per-call in some flows. ### "Can I forward calls to my personal cell?" Yes — configure call forwarding in Voice settings. Inbound calls that would ring your Gleantap number instead ring your personal number. Calls forwarded this way may not be recorded (depending on setup); if recording matters, use the mobile app instead so calls stay on the Gleantap platform. ### "How do I record a professional voicemail greeting?" Two options: (1) record an MP3 externally (with a professional voice service or your own recording) and upload it, or (2) use the built-in text input to generate a voicemail from text-to-speech. External recording gives you more control. ### "Can I run different greetings for different numbers?" Yes. Each number can have its own set of greetings (missed call, quiet hours, after-hours). Useful for multi-location accounts where each location wants a distinct experience. ### "Can I dial into an IVR menu (press 1 for sales, press 2 for billing)?" Native IVR menu configuration isn't currently built into Gleantap. If you need call routing beyond ring-multiple-users, either use the Voice AI agent to route callers based on the topic they raise, or coordinate with support to configure Telnyx-side routing rules. *** ## Related pages * [Setup Yealink Phone](/getting-started/setup-yealink-phone) — physical IP phone setup * [Managing AI Conversations](/ai-chatbot/managing-ai-conversations) — Voice AI details * [Inbox Overview](/inbox/inbox-overview) — where call transcripts and follow-ups live # Inbox Overview A quick overview of the Inbox tab in Gleantap.
The inbox is a vital part of the Gleantap platform that allows you to message contacts via both SMS and email on a 1-to-1 basis. In this article, we'll cover the desktop version of the inbox, but if you are looking to use the inbox on a mobile device, you can find links to download it here: Download the app from the [App Store](https://apps.apple.com/us/app/gleantap-inbox/id1459232090) (iPhone). Download the app from [Google Play](https://play.google.com/store/apps/details?id=com.gleantap) (Android). ## Inbox You can find the inbox on the left-hand menu just below dashboard. When you click on the inbox, you will see quite a few options, so let's review those here: * **Conversations:** The default inbox view will show you open conversations assigned to you. From this section, you can also choose to view conversations assigned to others or conversations that are unassigned. * **Customizable tags:** You can tag conversations with relevant keywords or labels to make it easy to categorize and find specific discussions or issues. * **Groups:** If you switch to the groups view, you can see any previous groups you have made as well as the option to create a new group. Keep in mind - these groups are for sending out messages to multiple people, but the other users will not see that they are part of a group - when they reply it will go to you to engage further in a 1-to-1 conversation. * **Templates:** This area allows you to create pre-written templates, both for SMS and email messages, to make it easier to respond quickly to frequently asked questions you will receive in the inbox.
The search bar and filters shown in the image above is where you can search and filter your contacts. Click on the upside down pyramid to the right of the search bar to see the various ways you can filter your contacts to better narrow down whose conversations you want to see. You can filter based on the segment they are in, the keyword responses they have sent, the campaigns they have been apart of, and so much more. Click on the downward arrow to the far right of the search bar to sort your conversations by unread, sent time, received time, or starred. ![](/files/OpkYTrZruWCtAzfffhbY) The message box shown in the image above is where you can compose a message to your contact. The buttons you see at the top of the screenshot allow you to select the communication type - SMS, Email, etc. Let's discuss the buttons you see at the bottom of the screenshot. * **Smiley face:** Select this to choose an emoji to use in your message. * **Paper clip:** Lets you attach an image or file to the message. * **Clip board:** Allows you to choose from previously made templates. * **Brackets:** Allows you to add merge tags/personalization such as {first\_name} to a message. * **Clock:** Allows you to schedule messages for later. # Inbox Power Features Search, filter, mute notifications, use templates, and get the most out of the Inbox for high-volume teams. The Inbox does more than show incoming messages. This page covers the productivity features that come up most often — search, filters, templates, groups, sound/notification control, and keyboard-friendly workflow. For the basics of the Inbox layout, see Inbox Overview. *** ## Finding conversations quickly The Inbox search bar and filter controls sit at the top of the conversation list. ### Search by contact The search bar matches against **contact attributes** — name, email, phone number, and tags. Typing a partial name filters the conversation list to matching contacts. **Message-body search is not currently supported.** If you're trying to find a specific past message (e.g., "the conversation where I mentioned '8 Classes for $190'"), the search bar won't surface it. Two workarounds: * **If you know who you sent it to** — search for the contact by name, open the thread, and scroll back or use browser Find (`Cmd/Ctrl + F`) to search within that thread. * **If it was part of a campaign** — filter by that campaign (see below) to narrow down to the recipients, then check individual threads. If message-body search would meaningfully help your workflow, let us know at . ### Filter by segment, campaign, or keyword Click the **filter icon** (upside-down pyramid) to the right of the search bar to open the filter panel. You can narrow the list by: * **Segment** — only show contacts in a specific segment * **Campaign** — only conversations from contacts targeted by a specific campaign * **Keyword responses** — contacts who replied to a specific SMS keyword * **Tags** — conversations tagged with a specific label * **Assignment** — assigned to you, others, or unassigned Filters stack — combining "segment: 2026 Summer Camp" and "assigned to me" narrows to only your conversations with camp attendees. ### Sort the list Click the **downward arrow** at the far right of the search bar to change sort order: * **Unread first** — quickest way to see what needs attention * **Sent time / Received time** — most recent activity first (default) * **Starred** — flagged conversations grouped at top ### Star important conversations Click the star icon on any conversation to mark it. Star helps when you need to circle back to specific threads across the day. Combine with "sort by starred" to build a working queue. *** ## Working with templates in Inbox If you have templates saved in **Campaigns → Templates**, you can insert them into any Inbox reply. * **Insert a template into your reply** — click the **clipboard icon** in the message composer (below the text box). Pick a template; its content fills the composer. Edit before sending. * **Preview and edit** — the template is inserted as editable text, not read-only. Personalize before sending. * **Merge tags** — click the **brackets icon** (`{}`) to insert merge tags like `{first_name}`, `{last_visit_date}`, etc. These auto-resolve to the contact's values when the message sends. **Note:** template search inside the picker is limited today. If you have a lot of templates, name them with a consistent prefix (e.g., `SMS - Class Reminder`, `SMS - Follow Up`) so scanning is easier. Deep dive: Pre-saved Templates, Creating Templates. *** ## Sending to multiple contacts (Groups) If you want to send the same message to several contacts one-time, without setting up a full campaign, use **Groups**. 1. Open **Inbox** → click the **Groups** tab. 2. Click **Compose** → **New Group**. 3. Add the contacts you want. 4. Name the group, then send your message. Each recipient receives it as a normal 1-to-1 message — they don't know other people got the same text. Their replies come back to you as individual conversations. **"Where did my Groups tab go?"** The Groups tab is still in the Inbox. If you don't see it, make sure you're in the Inbox (not another section), and scroll or resize your view — on smaller screens it may be tucked behind the main tab list. Deep dive: Group Messaging. *** ## Scheduling a reply for later You don't have to send immediately. * Click the **clock icon** in the composer. * Pick a date and time. * The message queues and sends at that time. Useful for replying at a more appropriate time (e.g., composing at 11pm but sending at 8am) or spacing out follow-ups. *** ## Notifications: sound, desktop, email, SMS Every teammate controls their own notification preferences. Change yours under **Configure → Notifications**. **Sound** — mute or unmute the sound that plays when a new Inbox message arrives. If the Inbox is chirping and you need it quiet, this is where to disable it. **Desktop / web push** — get an OS-level notification when a new message arrives (requires granting browser permission first). **Email digests** — get an email summary of missed conversations. **SMS** — get a text-message notification for high-priority events. See SMS Notifications. Each channel can be toggled independently. If you're not getting Inbox alerts you expected, this is the first place to check — see also Notifications. *** ## Tagging conversations Tags help you categorize conversations for filtering later. Applied per-conversation, not per-contact. * Open a conversation → look for the tag picker at the top or side of the thread. * Add existing tags or create new ones. * Filter the Inbox by tag to see all conversations with that label. Useful for: `refund-request`, `class-inquiry`, `complaint`, `high-value`. See Tagging Conversations. *** ## Assigning conversations If your team divides Inbox work, assign each thread to a specific teammate. * Open a conversation → click the **Assign** control. * Pick a teammate. * The conversation moves to their queue. Combine with the assignment filter to see "conversations assigned to me" as your working queue. See Assigning Conversations. *** ## Auto-close idle conversations Long-quiet conversations can auto-close after a configured time. Configure under **Configure → Notifications** or the Inbox auto-close settings. Auto-close is a hygiene tool — it moves stale threads out of the active view without losing them. Closed conversations remain searchable and reopen automatically when the contact replies. See Auto-closing Conversations. *** ## Setting up auto-responses When a new contact texts you outside working hours or replies to a specific keyword, you can configure an automatic reply. See Setup Auto-Response. *** ## Keyboard shortcuts (desktop) The Inbox supports standard browser shortcuts for navigation. `Cmd/Ctrl + F` finds text within the currently open conversation. There are no Inbox-specific hotkeys today for actions like Reply, Close, or Assign — those require clicks. If keyboard-first navigation is important for your team, let know. *** ## Common scenarios ### "How do I find a conversation from three months ago about pricing?" Search by the contact's name (or their tag if you tagged them at the time). Message-body search isn't available, so you'll need to open the thread and scroll or use `Cmd/Ctrl + F` within it. ### "I want a queue of just my unread starred threads" 1. Click **Sort** → change to **Starred**. 2. Use the assignment filter → **Assigned to me**. 3. Everything at the top of the list matches. ### "My Inbox is loud — how do I silence it?" **Configure → Notifications** → toggle off the sound. Applies only to your account, not the whole team. ### "New contact just texted us at 2am and got no reply — can I auto-respond?" Yes. **Configure → Configure SMS** has an "Auto-Response (when a contact texts you in quiet hours)" setting. Combined with your Quiet Hours schedule, it sends the configured message automatically during off-hours. See Configure SMS and Setup Auto-Response. ### "How do I send the same follow-up to 40 contacts?" Use **Groups** — Inbox → Groups tab → New Group → add the 40 contacts → send the message once. Each contact receives it as a 1-to-1. Their replies come back individually. *** ## Related pages * Inbox Overview — layout and basic use * Filtering Conversations — filter options deep dive * Pre-saved Templates — building templates for quick replies * Group Messaging — sending to multiple contacts at once * Assigning Conversations — team routing * Tagging Conversations — categorization * Notifications — sound, desktop, email, SMS alerts # Filtering Conversations ## **How to filter conversations** **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on the Filter button found at the top of your conversation list (found beside the contact search bar). **Step 3:** Select options. You can filter based on the segment the contacts are in, the keyword responses they have sent, the campaigns they have been a part of, and more. Then, click the 'Apply Filter' button to save changes. Conversation list should update based on the filters added. ## How can I only see unread messages? **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on the Filter button found at the top of your conversation list (found beside the contact search bar). **Step 3:** Under the 'Status' category, select 'Unread' and then click the 'Apply Filter' button to save changes. Conversation list should update and show just those that are marked Unread # Open & Closed Conversations When a conversation is resolved, you'll be able to mark it as 'closed.' This action helps maintain a clear distinction between open and resolved matters, all while keeping your inbox orderly. ## **How to switch between Open and Closed conversations** **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on the 'Open' or 'Closed' tabs found underneath the search bar and filter buttons. ## How to close a conversation **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on a conversation. **Step 3:** Up at the top of the conversation window, click on the gear icon. Select 'Close Conversation' from the dropdown.
### # Auto-closing Conversations **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on the gear icon found in the 'Conversation' section of the Inbox menu.
**Step 3:** In the pop-up that appears, toggle on the option to auto-close conversations and indicate after how long. Click save.
# Tagging Conversations You can tag conversations with relevant keywords or labels. This makes it easy to categorize and find specific discussions or issues. ### How to create a new tag **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on '+ New' under the 'Tagged' section in the inbox menu.
**Step 3:** Name the tag and designate its color, then hit the Add button. Your new tag will appear under the 'Tagged' section of the inbox menu. Clicking on a tag there will show you all the conversations with that tag. ### How to tag a conversation **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on a conversation. **Step 3:** Up at the top of the conversation window, click on the 'Assign' button. Select a tag.
**Step 4:** Your new tag will appear under the 'Tagged' section of the inbox menu. Clicking on a tag there will show you all the conversations with that tag. # Group Messaging ## How Group Messaging works The Group Chat function from the Inbox sends out the same message to multiple people at once. But to the recipient, it always looks 1 to 1 - the recipient can't see other people who got the message. This allows you to send out mass message to a group, but alllows you to have a direct conversation with a person if they reply back to your message. ### How to message a Group **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on the 'Groups' tab.
**Step 3:** Click on the 'Compose' button and then select 'New Group.'
**Step 4:** Click on the '+Add' button beside all the contacts you want to include. Then, click on the the button to proceed to Step #2.
**Step 5:** Add a Group Name and a profile picture (if you wish) and then click the 'Create Group' button to finalize making the group. # Pre-saved Templates ## How Inbox Templates work Once you have the Inbox opened, click on the 'Templates' tab from the Inbox menu. This area allows you to create pre-written templates, both for SMS and email messages, to make it easier to respond quickly to frequently asked questions you will receive in the inbox.
### How to set up an Inbox Template **Step 1:** Click on the 'Create New Template' button. **Step 2:** A screen will appear on the right where you can fill out the template details. The 'Title' is the name of the template so you can quickly find it, and the 'Description' is the message that will go out to the recipient. **Step 3:** Save the template by clicking the 'Save Template' button. **Step 4:** To send a templated response, open up a conversation. On the bottom of the message box, click on the clipboard icon to select a template. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1673913154_scrnli_1_16_2023_5-52-27%20PM.png) ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1673913306_scrnli_1_16_2023_5-54-53%20PM.png) # Assigning Conversations Team members can be assigned conversations based on their expertise or specialization. This ensures that customers receive the most relevant and accurate responses while also ensuring that no conversation slips through the cracks. ### How to assign a conversation **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, click on a conversation. **Step 3:** Up at the top of the conversation window, click on the 'Assign' button. Select a team member from the 'People' section of the dropdown.
# Sending Emails ## **How can I send emails in the Inbox?** **Step 1:** Navigate to the Inbox tab from the sidebar. **Step 2:** Once you have the Inbox opened, select a conversation and then switch the conversation type to Email.
**Step 3:** This is where you can compose an email directly to a contact by filling out the Subject Line and Message boxes. # Connect Social Channels If you wish to receive Facebook Messenger messages within your Gleantap Inbox, first set up a Facebook integration within your Account Settings as outlined in the articled linked below: {% content-ref url="/pages/zceIT6CJu7864qX729Pm" %} [Integrations](/settings/integrations) {% endcontent-ref %} Once the integration has been set up, you will see 'Facebook' as an option in your Inbox message box.
# Notifications ## How do I get notified of Inbox messages? When you log into your account, you will see a number besides the Inbox tab in the sidebar that indicates the number of new messages you have (If there isn't a number, then you don't have any new messages). If you have Gleantap open in a tab in your browser, you will hear a ping when a new message comes through. If you'd like to receive notifications to your email, navigate to **Configure > Notifications** and turn on the notifications relating to new messages (don't forget to list your email address!).
# Mobile App ## **Where do I download the mobile app?** If you're on-the-go, you can access the Gleantap Inbox through your mobile device. Use the links below to download the app. Download the app from the [App Store](https://apps.apple.com/us/app/gleantap-inbox/id1459232090) (iPhone). Download the app from [Google Play](https://play.google.com/store/apps/details?id=com.gleantap) (Android). ### # Setup Auto-Response ## **Can I setup an auto-response when I get a new message?** To set up an auto-response when you get a new message, navigate to **Configure > Configure SMS** and type the auto-response you want to set up. Don't forget to click the 'Save' button!
![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1673924820_scrnli_1_16_2023_9-05-56%20PM.png) # How to Integrate Gleantap with Ring Central Step One: Open your account and navigate to the top right menu and click on Settings. This will open a new page where you will see a tab marked Integration. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1684349996_Screen%20Shot%202023-05-17%20at%201.57.54%20PM.png) On this page, click the green button that says 'Add New Integration.' Under integrations, select RingCentral and you will see this.
Now, go into your RingCentral account and follow the below steps to create the JWT token you need to add to complete the integration. Creating a JWT credential JWT tokens are created exclusively within the RingCentral Developer Console. For this reason, JWT credentials can only be created by users who have a valid developer account or role. To create a JWT used for app authentication, follow these steps: 1\. Login to the [RingCentral Developer Console](https://developers.ringcentral.com/my-account.html). If you do not have access to the Developer Console, please reach out to your account administrator to request access. 2\. Hover your mouse over your name in the upper righthand corner, and select "Credentials." ![](https://netstorage.ringcentral.com/dpw/guide/images/jwt-credentials-menu.png?v=2023-04-11) 3\. Click 'Create JWT.'
4\. Configure your JWT. * Under Select Environment, choose 'Production.' * For 'What apps are permitted to use this credential?' select 'Only specific apps of my choice' and add this client ID for Gleantap: aqF2UIImTZCaaUUusJ0G2Q
Now, go back to Gleantap, add your RingCentral Number and the newly made JWT token and you should be all set! # How to Connect other apps to Gleantap through Zapier Follow these instructions to sync data with Gleantap through Zapier **Step 1**: Create a Zapier account and add ‘Gleantap’ as an app from the search area under ‘My Apps.’ You can use [this link](https://zapier.com/developer/public-invite/102180/b9b57d44528f6572935f968efe3e8e9c/) if you aren’t able to find Gleantap under apps. **Step 2**: Sign into your Gleantap account and go to your Account Settings page.
You will need the following: **API Key, API Secret, and App ID**. The API Key and API Secret can be found under **Settings - API**. If nothing has been generated, click on ‘Generate New Key.’
App ID can be found under ‘Configuration - Workroom.’
**Step 3**: Set up your connection with the third party you are connecting to Gleantap. For this example, we will use Google Sheets, but Zapier provides plenty of other options. In Zapier, click on ‘Create a New Zap’ and sign into your account. Once you are signed in, you can choose the event that triggers the Zap to send information into Gleantap. A common set up is to use Google Sheets and use the event ‘New or Updated Spreadsheet Row.’ You will then choose the account you want to connect, the file you want to pull from, and the specific spreadsheet you want the data pulled from. Then, test the trigger and make sure the information getting pulled looks correct. **Step 4**: Connect your Gleantap account with Zapier. This is where you map the trigger to the action, such as ‘adding a new customer’ or ‘new event.’ You will want to make sure that all of the columns in your spreadsheet have matching attributes in your Gleantap account. This can be done under Configuration - Attributes - Add Attribute.
Zapier will then ask you to test the connection. Click ‘Test Zap’ to send this information into your Gleantap account. We recommend adding a ‘source’ attribute so you can keep track of which leads are coming in due to Zapier vs. another source. **Step 5**: Turn on the Zap and let it run. Any new customers added to the spreadsheet will be automatically added into Gleantap moving forward. You did it! # Push Data to Mindbody ### Option 1 - Form, via Workflow First, navigate to your form list under **Forms & Pages > Forms** and click on the three little dots for any form. Then, select the 'Workflows' option. If you have Mindbody integrated with Gleantap, you'll see the option to 'Submit Lead to Mindbody.' If you've created a Gleantap Form and would like leads to be added to Mindbody, here are the steps to take. (Currently, Mindbody is the only system this works with, but ask your account manager if you want to have the team set it up for another service.) ### Option 2 - Form, via Redirect URL You can have a form redirect to the below URL with the parameters to submit to MBO. {% hint style="info" %} **NOTE** Before setting this up, confirm the required fields for the Studio by opening this URL ***with the studio’s site\_id*** [https://api.gleantap.com/v2/mindbody/checkNewClientFields/***site\_id***](https://api.gleantap.com/v2/mindbody/checkNewClientFields/site_id) {% endhint %} First, navigate to your form list under **Forms & Pages > Forms** and select 'Redirect URL' under 'Configure.'
Next, you'll enter the Redirect URL: [https://api.gleantap.com/v2/mindbody/pushClientToMBO/***site\_id***](https://api.gleantap.com/v2/mindbody/pushClientToMBO/site_id) In the above URL, you need to replace the “site\_id” with the Site ID of the Studio in MBO. Integration should be active within the workroom for this to work. The last step is to Map your Form Attributes. See ['Data Attributes to Pass (Payload)'](#data-attributes-to-pass-payload) below.
### **Option 3 - Flow, via Webhook** First, navigate to your flow list under **Flows** and click on the three little dots to edit your flow. The following steps will be the same if your are creating a new flow. Click the + to add an Action, and select 'Other.'
Select 'Submit to Webhook' and enter the following information. {% hint style="info" %} **NOTE** Before setting this up, confirm the required fields for the Studio by opening this URL ***with the studio’s site\_id*** [https://api.gleantap.com/v2/mindbody/checkNewClientFields/***site\_id***](https://api.gleantap.com/v2/mindbody/checkNewClientFields/site_id) {% endhint %} Webhook URL:\ [https://api.gleantap.com/v2/mindbody/pushClientToMBO/***site\_id***](https://api.gleantap.com/v2/mindbody/pushClientToMBO/site_id)
Enter the following information on the left column under 'Payload' and select the matching attribute from the menu on the right column. Click 'Save.' ### **Data Attributes to Pass (Payload):** * first\_name * last\_name * email * phone, *optional* * address, *optional* * city, *optional* * state, *optional* * postal, *optional* * birthdate, *optional* * email\_optin (true or false), *optional* * text\_optin (true or false), *optional* * redirect (URL to redirect after submission - *only needed for Forms, via Redirect URL*), *optional* # Push Leads to ClubReady ### **Flow, via Webhook** First, navigate to your flow list under **Flows** and click on the three little dots to edit your flow. The following steps will be the same if your are creating a new flow. Click the + to add an Action, and select 'Other.'
Select 'Submit to Webhook' and enter the following information. Webhook URL:\ \*\* {% hint style="info" %} **app\_id** is your workroom ID that shows up in the URL when you are on your dashboard. It looks something like *65788024711cb93776586fb2* (eg.) {% endhint %}
Enter the following information on the left column under 'Payload' and select the matching attribute from the menu on the right column. Click 'Save.' ### **Data Attributes to Pass (Payload):** * first\_name * last\_name * email * phone, *optional* * send\_email, (Send a Welcome Email from ClubReady?) # Receiving Webhook from ClubReady Webhooks are used to receive data in real time. ClubReady provides an automations feature that can allow you to send data to Gleantap in real time via Webhooks. To set this up login to your ClubReady account and go to Automations > Create Automation. Refer to ClubReady's documentation to see details on setting up an Automation. For Webhook settings, here is what you need **Webhook URL** \ **Type** \ POST **Payload Type**\ JSON **Payload** For New Prospect ``` { "action": "new_prospect", // Other options - new_booking, update_contact "store_id": "456290", "firstname": "John", "lastname": "Doe", "email": "johndoe@domain.com", "phone": "+11234567890", "lead_type": "", "user_id": "1417958143" } ``` For New Booking ``` { "action": "new_booking", "store_id": "456290", "booking_date": "9/23/2023", "user_id": "1417958143" } ``` For Update Contact ``` { "action": "update_contact", "store_id": "456290", "prospect_type_name": "TBT Booked", "user_id": "1417958143" // include any other attributes you'd like to update in Gleantap } ``` # Push Leads to Club Automation ### **Flow, via Webhook** First, navigate to your flow list under **Flows** and click on the three little dots to edit your flow. The following steps will be the same if your are creating a new flow. Click the + to add an Action, and select 'Other.'
Select 'Submit to Webhook' and enter the following information. Webhook URL:\ \*\* {% hint style="info" %} **app\_id** is your workroom ID that shows up in the URL when you are on your dashboard. It looks something like *65788024711cb93776586fb2* (eg.) {% endhint %}
Enter the following information on the left column under 'Payload' and select the matching attribute from the menu on the right column. Click 'Save.' ### **Data Attributes to Pass (Payload):** * first\_name * last\_name * email * phone, *optional* # Push Leads to Jonas ### **Flow, via Webhook** First, navigate to your flow list under **Flows** and click on the three little dots to edit your flow. The following steps will be the same if your are creating a new flow. Click the + to add an Action, and select 'Other.'
Select 'Submit to Webhook' and enter the following information. Webhook URL:\ \*\* {% hint style="info" %} **app\_id** is your workroom ID that shows up in the URL when you are on your dashboard. It looks something like *65788024711cb93776586fb2* (eg.) {% endhint %}
Enter the following information on the left column under 'Payload' and select the matching attribute from the menu on the right column. Click 'Save.' ### **Data Attributes to Pass (Payload):** * first\_name * last\_name * email * phone, *optional* * mobile*, optional* * address * zip\_code * gender * birth\_date # Push Leads to ABC There are three ways to push leads to ABC
1. **Form Workflow** - When a contact fills the form, you can have a workflow for “Webhook Call” within the form to push to ABC. This is set under Workflows > Webhook Call.
2. **Form Redirect** - You can have a form redirect to the below URL with the parameters to submit to ABC.
3. **Flows, via Webhook** - You can add a step to “Send to Webhook” to push to ABC. \ The URL and parameters to be passed remain the same in each of the above ways. For Form Workflow & Form Redirect, ensure your form has the core attributes as mentioned at the bottom of this page. If the lead already exists (based on the email) it will update the records in ABC instead of creating a new one. ### **Flow, via Webhook** First, navigate to your flow list under **Flows** and click on the three little dots to edit your flow. The following steps will be the same if your are creating a new flow. Click the + to add an Action, and select 'Other.'
Select 'Submit to Webhook' and enter the following information. **Webhook URL:**\ {% hint style="info" %} **app\_id** is your workroom ID that shows up in the URL when you are on your dashboard. It looks something like *65788024711cb93776586fb2* (eg.) {% endhint %} **Method:** GET ### **Data Attributes to Pass (Payload):** * first\_name * last\_name * email * phone, *optional* * mobile*, optional* * address * zip\_code * gender * birth\_date # Push Leads to Gleantap There are three ways to push leads to Gleantap 1. **Forms** - Create a form and host it within Gleantap or embed it elsewhere to have leads fill the form. All the data goes into Gleantap and can be segmented by Form filled. 2. **API / Webhook** - You can use our endpoint to submit any lead into Gleantap. Details provided below. 3. **Integration** - You can use one of our many integrations to have data auto-sync from your other system. This includes facebook (if you are running lead generation ads) and zapier (lets you connect to thousands of other tools). ## API / Webhook Details ### Using Form Data (Key Value Pair) **Endpoint** \*\*\_ *In the above URL, you need to replace the “app\_id” with the workroom’s app\_id from the URL.* **Method** POST **Data Attributes to Pass** * first\_name * last\_name * email * phone * source * user\_id * *and any other data you’d like to pass* ### Using JSON **Endpoint** \*\*\_ *In the above URL, you need to replace the “app\_id” with the workroom’s app\_id from the URL.* **Method** POST **Data Attributes to Pass** * first\_name * last\_name * email * phone * source * user\_id * *and any other data you’d like to pass* ### Using Google Ads **Endpoint** \*\*\_ *In the above URL, you need to replace the “app\_id” with the workroom’s app\_id from the URL.* **Method** POST **Data Attributes to Pass** * first\_name * last\_name * email * phone * source * user\_id * *and any other data you’d like to pass* # Send Conversion Events to Facebook You can send online and offline conversion events to Facebook API from within Gleantap. This is done by setting up a Webhook within the flows. Here is how you can go about it - 1. **Go to Flows -** Click "+" to add a new Flow. 2. Add the Name of the Flow and click "Next" to specify the segment. 3. Select the segment that has your conversions. 4. Continue forward to the Design your Flow step and click "+" select - "Action". 5. From the right panel, select Sales > "Submit to Webhook" 6. Add the following info for the Webhook 1. URL: 2. Method: POST 3. Payload Type: JSON 4. Payload 1. email - (Select "Email" from the dropdown) 2. phone - (Select "Phone" from the dropdown) 3. event\_name - (Enter Custom Value - could be anything eg. "purchase") 4. app\_id - (Enter Custom Value - this is your workroom ID. If you go to your dashboard, this is your last part of the URL after "/") 5. pixel\_id - (Enter Custom Value - this is your facebook pixel id) 6. access\_token - (Enter Custom Value - get your access token from facebook - [instructions here](https://developers.facebook.com/docs/marketing-api/conversions-api/get-started/)) 7. user\_id - (Select "Member ID" from dropdown) 8. action\_source - (Enter Custom Value - this could be anything eg. "web" or "instore") 7. Click "Save" 8. Click "Publish" to go live with the flow. Once the flow is live it starts sending each of the conversions you have in the segment to facebook. You can verify if its working correctly by clicking and opening any of the contacts that got processed through the flow and find a attribute in their profile called "fb\_conversion\_api\_response" and it should look like
# Tasks Overview How to use Tasks to keep track of and manage your teams' activities On the left-hand menu, below Inbox and above Campaigns, you will find an area to create and manage tasks as they are assigned to your team. In this article, we'll show you a brief overview of this page and how you can use it to keep track of your teams' activities. Keep in mind: we recommend using this along with the Sales Pipeline tool. However, the pipeline tool is not required to use Tasks.
### Creating a Task Assigning tasks is a great way to designate work to your team and keep track of how everyone's progress is coming. The first thing we'll cover is how to create a new task. Click on the green + button on the top right to open the below screen.
On this screen, you can add a title to the task, add a due date for the task, assign the task to a member of your team (as well as a user in your platform the task relates to), what kind of task it is, a description of what the task involves, and a document upload option if that is required to complete the task.
Once assigned, the task will appear in the main tasks area, sorted by when the task is due. # Automating Tasks How to auto-assign tasks for your clients (FYI: the Pipeline is required for this feature) In order to auto-assign tasks for your clients. You will need to use the Pipeline feature in the sales segment. Open the Pipeline. If you already have a pipeline created, you will need to add automation in the specific stage of the pipeline as per your requirement. You can do so by clicking on the three dots by the name of the stage, and clicking on the “Add Automation” option. The thunderbolt icon suggests that at least one automation has been added to that stage.
An automation menu will appear on the right of your screen. You can select the pipeline, trigger and stage where you want this automation to work. Here is an example:
After filling in all the details, click on the green “+Add Action” button, and select “Add a task” in action type. You will be greeted with the menu where you can fill in the task details, i.e, name and description of the task, number of days in which it is due, task assignee, and task type.
After you are done, just click on the “Save” button, and you should be good to go! # Filtering Filters are a great resource to keep track of all tasks assigned. Once tasks are assigned and the ball is rolling, you'll want to use filters to make sure you can keep track of all of the tasks assigned. You can adjust filters and your view at the top of this page, see below:
The first way to filter your tasks is based on due date, the type of task, the title, and when it was created. If this isn't what you are looking for, navigate to the upside down triangle by the green + button to see more options, shown below.
Here you can filter by who is responsible, the status of the task, and who created the task. Ultimately, it's up to you how you want to filter your page, but with these options you should have everything you need. # Notifications The final area of the configuration is notifications - this is where you can set up which notifications you would like to receive and who on your team will receive them. To set up notifications on your account, click your 'Configure' on the top-right, and click 'Notifications.'
Switch all notification toggles you'd like to receive to the 'On' position. If there is a space for email addresses, add the email addresses (separated by commas) that you want to receive these notifications. All other notifications will appear in your inbox, tasks, and appointments pages.
**Instant Notifications**: Instant notifications will send you an email each time someone sends a message in. Whether this is in response to a campaign or through the [Chat-to-Text widget](https://gleantap.freshdesk.com/a/solutions/articles/64000264286), you will get emails as soon as these messages come in. **Daily Digest**: The Daily Digest will send you a breakdown of all the messages you received over the course of that day. Whether this is in response to a campaign or through the Chat to Text widget, you will be able to review each of them at the end of the day and respond as needed. We recommend having someone review the daily digest and someone else on your team handle instant notifications in order to not miss any communications. **Monthly Campaign Reports**: The final notification is Monthly Campaign Reports, which will give you a breakdown of the ongoing and one-off campaigns from the previous month, including which were most successful and which were flagged for spam. We highly recommend at least one person receive this report, if not multiple, to assess what should be updated for the upcoming month. For inbox notifications on the go, **download our app - Gleantap Inbox**! Click [here](https://apps.apple.com/us/app/gleantap-inbox/id1459232090?platform=iphone) for iOS and [here](https://play.google.com/store/apps/details?id=com.gleantap) for Samsung. # Train AI The Train AI feature is where you can upload a CSV spreadsheet, link your website and add any additional verbiage to teach your AI Agent the specific information you want it to know. If you have not set up the Basic Instructioins for your AI Chatbot, please start there. You can use [this article](/getting-started/configure-ai-chatbot) to guide you through the process.
**Steps to Train Your AI Agent:** 1. **Prepare Your CSV File**: Set up a spreadsheet with two columns. The first column should contain common questions, and the second should have the corresponding answers you’d like the AI to use. See examples below. 2. Upload the CSV file, add your URL and any additional verbiage in the Text area
CSV File examples to help you in your preparation process:
# Custom Intents The Custom Intents feature lets you teach your AI assistant to recognize specific questions or phrases and respond with customized answers that match your gym’s needs.
**Steps to Create a Custom Intent:** 1. **Click 'Add and Intent'**
2. **Specify the Intent**: In the "Specify the Intent" field, enter the type of question or topic you want the AI to recognize. For example, you might add “Interested in signing up” if you want the AI to respond to questions about memberships. See examples below. 3. **Instructions to Bot**: In this field, type the information you’d like the AI Agent to give whenever it detects the specified intent. For example, “You can sign up for a membership by visiting our front desk or through our website’s sign-up page!” 4. **Save**: Click “Save” to apply your custom intent. Your AI Agent will now recognize this specific question or phrase and respond with the information you’ve provided. Custom Intent examples to help you in your preparation process:
# Tools The Tools feature lets your AI assistant book customizable appointments that are added directly to the Gleantap calendar and can even sync with your Google and Outlook calendars for easy scheduling.
**Steps to turn on the Book Appointments tool** 1. **Create Appointment Types**: Click on “+ Create New” to add different types of appointments your gym offers, like personal training sessions or group classes. Each appointment type can have its own settings and schedule, making it easy to cater to different client needs.
2. **Enable Appointment Booking:** Switch the toggle Book Appointments to the on position. This allows your AI agent to manage appointment scheduling directly with clients. When appointments are booked, they will appear in your Appointments area, see [this article](/appointments/appointments-overview) for more information. You can also sync your Google and Outlook calendars to keep all of your appointments in one place, making seamless organization and managing your day-to-day even easier. See [this article](/appointments/sync-with-google-and-outlook) to walk you through that process. # Test Your AI Chatbot Before enabling your Chatbot or embedding the widget on your website, you can test the AI Agent's ability to respond to customers using the knowledge you've provided. 1. **Click the 'Test AI Agent' Button**: the 'Test AI Agent' button can be found on any tab of the Configure AI screen.
2. **Ask Questions or Send Messages**: A new page will open, allowing you to interact with the AI Agent. You can ask any questions or send messages to see how the AI Agent will respond.
## Test Your AI Chatbot Widget Follow these steps to test how the Chatbot Widget will function on your website. 1. **Navicate to the Chatbot Widget page**
2. **Preview the Chatbot Widget:** Open the preview page by clicking 'Click here to preview' and a new page will open.
3. **Enter the URL or click the icon at the bottom right of the screen:** Enter the URL to preview the Widget on your website. Or, preview the Widget from this page by clicking the icon.
For instructions on adding custom links and starter questions to your Widget, follow [this link](/ai-chatbot/embed-your-ai-chatbot-widget). # Embed Your AI Chatbot Widget Seamlessly embed the AI chat widget on your website by customizing the settings and inserting the provided code into your HTML. 1. **Access Live Chat Widget page**
2. **Fill out the Required Settings**: Switch the toggle to the on position, enter the bot information, custom design details, quick links (optional) and starter questions (optional). Save your updates.
3. **Embed the Code**: Once you have filled out all the settings, locate and copy the embed code provided. Paste the code into the HTML of the desired webpage where you want the chat widget to appear.
You can test the functionality of the Chatbot and preview the Widget by following the instructions in [this article](/ai-chatbot/test-your-ai-chatbot). # Managing AI Conversations Where AI-collected leads land, how to find Voice AI transcripts, how the "someone will reach out" handoff works, and how to diagnose when it doesn't. Once your AI Agent is live, it will hold conversations across whichever channels you enabled — website, SMS, email, Facebook, Instagram, Google Business Messages, WhatsApp, and Voice. This page covers what happens *after* those conversations: where leads land, where transcripts live, how handoff to your team works, and how to fix it when notifications don't fire. For the initial setup, see Configure AI Chatbot. *** ## One agent, eight channels Your AI Agent is a **single system** operating across all enabled channels. The instructions, training data, custom intents, and tools you configured once apply everywhere it's deployed. The only per-channel setting is whether the agent is turned on or off for that channel. **Supported channels:** | Channel | Where the AI shows up | | ---------------------------- | -------------------------------------------------- | | **Web** | The chat widget embedded on your website | | **SMS** | Inbound texts to your Gleantap SMS number | | **Email** | Inbound emails to your configured address | | **Facebook** | Facebook Messenger conversations | | **Instagram** | Instagram DMs | | **Google Business Messages** | Messages sent through your Google Business Profile | | **WhatsApp** | WhatsApp Business messages | | **Voice** | Inbound calls to your Voice-enabled number | Enable channels under **Configure AI → Deploy AI to Channels**. Disabling a channel turns the agent off for that surface only; other channels stay live. *** ## Where AI-collected leads land When the AI captures a lead over a conversation (name, email, phone — configured under **lead attributes**), Gleantap does three things: 1. **Creates or updates a contact** in **Audience → Contacts**. If a contact with a matching email or phone already exists, their record is updated; otherwise a new contact is created. 2. **Writes the conversation to the Inbox** as a normal thread. You can review, reply, and reassign it like any other conversation. 3. **Logs the AI activity** on the contact's profile under the **Activities** tab — you'll see when the AI engaged with them and what happened. You can find all AI-touched contacts in one place: build a segment filtering by the source or tag your AI Agent sets (see Configure AI Chatbot for how to configure lead attributes and any custom tagging). *** ## Where to find AI conversations ### Chat conversations (Web, SMS, Email, Facebook, Instagram, Google Business Messages, WhatsApp) All chat-based AI conversations flow into your **Inbox** just like human-handled conversations. Open **Inbox** from the sidebar and you'll see the threads listed alongside everything else. AI-handled threads look like any other conversation; the message history shows the AI's replies inline. Filter the inbox by channel or by tag to narrow down to AI-only threads. See Filtering Conversations. ### Voice AI transcripts Voice AI calls are stored under the **Voice / Calls** area of your account. Each call has: * A recording (if recording was enabled at call time) * A written transcript of the conversation * Any lead data the AI captured (name, phone, email, appointment interest) * The contact profile the AI linked the call to To find a specific Voice AI conversation, open the contact profile and look at the **Activities** tab — the call and its transcript are logged there. To browse all Voice AI calls in one list, use the Voice section directly. If you're not seeing Voice AI transcripts: * **Check that Voice is enabled** as a deployment channel under Configure AI → Deploy AI to Channels. * **Confirm the number the AI answered has Voice enabled** on your account. * **Contact** [**support@gleantap.com**](mailto:support@gleantap.com) if calls are happening but transcripts aren't showing up. *** ## Handoff to a human The **Transfer to Human** toggle under Configure AI Chatbot lets the AI hand off a conversation to your team — either because the visitor asked for a person or because the AI detected it can't help. When configured well, the visitor sees a message like "*Let me bring in someone from my team to help you with this*", and the conversation lands in your Inbox for a teammate to pick up. ### What happens under the hood When the AI triggers a handoff: 1. **The visitor receives your transfer message** (configured under Configure AI → Transfer to Human). 2. **The conversation is escalated in the Inbox** — it moves to an active/open state waiting for a human reply. 3. **Notifications fire** to the teammates you configured under handoff settings. This can be specific users or entire roles (Admin, Workroom Admin, Sales, Marketing, Analyst). 4. **Outside working hours** — if the handoff request comes in outside the "Human Working Hours" you set, the visitor gets your configured quiet-hour message instead (e.g., "*Our team is offline until 9am. We'll get back to you first thing.*"), and no notification is sent to the team. ### Working hours behavior Working hours are configured under **Configure AI → Transfer to Human**: * **Within working hours** — full handoff runs; team gets notified; visitor gets the transfer message. * **Outside working hours** — visitor gets the quiet-hour message; no team notification (they're off the clock). If you want notifications 24/7, extend working hours to cover the full day. *** ## Troubleshooting: "The AI said 'someone will reach out' but no one did" This is the most common AI issue. There are three failure modes; walk through in order. ### 1. No handoff recipients configured Open **Configure AI → Transfer to Human** and confirm you've selected at least one role or specific user to receive handoff notifications. If the recipient list is empty, the handoff runs silently — the visitor sees the transfer message, but no one on your team gets pinged. **Fix:** add at least one role (Admin, or a Sales/Marketing role you've populated with users) or select specific teammates. ### 2. The handoff happened outside working hours Check the timestamp of the handoff against your configured **Human Working Hours**. If the handoff was outside those hours, the system intentionally suppresses the team notification — the visitor gets the quiet-hour message you configured, and you'll pick it up when you come online. **Fix:** either extend working hours, or make sure the quiet-hour message tells the visitor when to expect a reply so they know what's happening. ### 3. The teammate's Inbox Notifications are off Even if the AI correctly assigns the conversation to a teammate, that teammate must have Inbox notifications enabled — web push, email, or SMS — to hear about it. If notifications are disabled, the conversation lands silently in their queue and stays there until they check the Inbox manually. **Fix:** open **Configure → Notifications** and confirm each teammate has at least one notification channel enabled. See Notifications and SMS Notifications. ### Quick verification To verify handoff end-to-end: 1. Enable Transfer to Human with your own user as the recipient. 2. Open the chat widget in an incognito window and trigger a handoff (e.g., ask to speak to a person). 3. Confirm you receive the notification through your configured channel(s) within a minute. If step 3 fails, walk through the three fixes above. *** ## Turning the AI off You have three levels of control: **Turn off entirely** — under **Configure AI Chatbot**, toggle **Enable AI Agent** off. The agent stops handling any conversations on any channel. Inbound messages arrive in the Inbox and wait for a human. **Turn off for one channel** — under **Deploy AI to Channels**, uncheck the channel(s) you want the AI to skip. For example, keep the web widget on but disable SMS if you want the AI answering website visitors but not text messages. **Turn off Voice AI specifically** — uncheck **Voice** in the deploy channels. The AI will stop answering inbound calls; those calls will go to whatever voice routing you have configured (voicemail, forward, IVR). *** ## Common scenarios ### "The AI booked an appointment but it didn't show up in my calendar" Check the Tools configuration — Book Appointments must be enabled and appointment types must be set up. Booked appointments appear in **Appointments** and sync to Google/Outlook if you've connected those calendars. See Sync with Google & Outlook. ### "The AI is answering questions I want a human to handle" Update your **Custom Intents** to route those questions differently. You can configure an intent so the AI recognizes the question but responds with the handoff message rather than answering itself. See Custom Intents. ### "The AI is giving wrong answers about pricing or hours" Retrain it. Upload the correct info in **Train AI** — via CSV, website URL, or free-text notes. The AI uses that as its knowledge base for future replies. See Train AI. ### "How do I see everyone the AI talked to this week?" Build a segment in **Audience → Segments** filtering on the source or tag your AI Agent sets, plus `Added On is in last 7 days`. See Filter Options. ### "The AI keeps replying to reactions on SMS (thumbs up, heart)" Known limitation. Reach out to if this is a recurring problem for you — we can advise on a workaround for your setup. *** ## Related pages * Configure AI Chatbot — initial setup * Train AI — knowledge base * Custom Intents — Q\&A pairs * Tools — appointment booking * Test Your AI Chatbot — preview before enabling * Embed Your AI Chatbot Widget — website installation * Notifications — how team notifications work # Send Your First Blast A step-by-step walkthrough for sending a one-off email or SMS to a specific group of contacts — the three parts you need and the order to do them in. Sending an email or SMS blast in Gleantap takes three parts: 1. **A segment** — who you're sending to (e.g., summer-camp customers). 2. **A template** — what you're sending (or draft it in the campaign itself). 3. **A campaign** — the send itself, tying the segment and template together. You can build them in any order, but the smoothest flow is: **segment → template → campaign**. This page walks through the full sequence with a running example: sending a promo to your summer-camp customers. For deeper reference on each step, follow the links. *** ## Step 1 — Build your audience segment A **segment** is a saved list of contacts matching criteria you define. Building it first means you can reuse it for future blasts and preview the count before sending. **Example:** everyone who bought the "Summer Camp 2026" product in the last 12 months. 1. Go to **Audience → Segments**. 2. Click the green **+** button in the top-right to create a new segment. 3. Name it (e.g., `Summer Camp 2026 attendees`). 4. Set it to **Dynamic** so it stays fresh as new attendees are added. 5. Click **Add Filter**. Under **Purchase Info**, choose **Has Purchased Item**, then select the summer-camp product. Add another filter under **Personal Info → Added On → In Last 365 Days**. 6. Click **Calculate** to see the count. Click **Save**. Deep dive: Creating Segments, Filter Options. **Tip:** if you're not sure how a specific filter behaves (e.g., "less than" excludes null values), see Filter Options → How missing data is handled. *** ## Step 2 — Prepare your template You have three ways to build the content: * **Save a reusable template first** (recommended for anything you'll send again) — go to **Campaigns → Templates → +**, design your email/SMS, save it. Then pick it during campaign creation. * **Draft inline** during campaign creation — for one-offs. * **Duplicate an existing template** — go to Templates, click the three dots on any existing template → Duplicate. For SMS blasts, "template" just means the message body; you can write it directly in the campaign step. **Example:** design an email template `2026-08 Summer Camp Followup` with a subject line, greeting merge tag (`{first_name}`), body copy, and a CTA button. Save it. Deep dive: Creating Templates, Working with Templates. *** ## Step 3 — Create and send the campaign Now you tie the segment and the template together. ### For an email blast 1. Go to **Campaigns → Email Campaigns**. Click the green **+** button. Choose **regular** (or A/B if you want to test variants). 2. **Overview** — name the campaign (internal only, e.g., `2026-08 Summer Camp Blast`). Save & continue. 3. **Content** — set the subject line (use Personalize to add `{first_name}` if you want), pre-header text, and pick your template (or draft plain text / design from scratch). Save & continue. 4. **To** — pick your segment (`Summer Camp 2026 attendees`). Click **Calculate Target Audience** — double-check the count before proceeding. Optionally add exclusion segments. Save & continue. 5. **Review & Send** — * Pick the **From** email (and Reply-to if you want responses to go elsewhere). * Choose **Send ASAP**, **Send Later** (schedule a specific time), or **Intelligent Sending (AI)** — which delivers to each recipient at their most-engaged time. * Click **Send Campaign**. Deep dive: Email Campaign. ### For an SMS blast 1. Go to **Campaigns → SMS Campaigns**. Click the green **+** button. 2. **Message** — name the campaign, pick your From Number, write your message (320-character max). Add merge tags with **Personalize**. Attach an image if needed (costs 2 extra SMS credits per recipient). 3. **Audience** — pick your segment. Confirm the opt-in keyword filter matches your setup. Click **Calculate Target Audience**. 4. **Time/Trigger** — pick **Send ASAP** or **Specific Date & Time**. 5. **Confirm** — a summary shows the send count and any credit overage. Click **Confirm** to send. Deep dive: SMS Campaign. *** ## Before you hit send — a quick checklist * [ ] **Segment count looks right?** Click Calculate. If it's zero, something's off with the filters. See Filter Options → Troubleshooting. * [ ] **Sent yourself a test?** Especially for the email — layout, images, and merge tags render differently in real inboxes. See Sending a Test. * [ ] **Content is compliant?** For SMS, include an opt-out reminder ("Reply STOP to opt out"). For email, ensure the sending domain is authenticated. Content that trips SHAFT-C or spam patterns can silently drop delivery. See SMS Compliance & Deliverability and Best Practices for Email. * [ ] **Quiet Hours?** Automated sends outside your configured quiet-hour window are held; verify your Send time and account timezone. * [ ] **Suppression accounted for?** The final send count = segment count minus suppressed contacts. See Understanding Suppression. *** ## After you send **Watch stats live.** As the campaign begins delivering, open the campaign detail view to see opens, clicks, replies, bounces, and unsubscribes update in real time. * Email deep dive: Email Campaign Stats * SMS deep dive: SMS Campaign Stats **Reply management.** Replies come into your Inbox. See Filtering Conversations to filter to just your campaign's responses. **Duplicate for future blasts.** Once a blast worked well, duplicate it (three-dot menu on the campaign) so you don't rebuild from scratch next month. *** ## Common scenarios ### "I want to send this to summer-camp customers who haven't visited in 30 days" Build a segment combining two filters: * **Purchase Info → Has Purchased Item → Summer Camp product** * **Visit Info → Last Visit → Over Days: 30** Send the campaign to that segment. See Filter Options for operator details. ### "I want to send different content to two subsets" Two options: * **Two separate campaigns** — one per segment. Simple, full control. * **A/B campaign** — one campaign, two variants. Use for testing the same message with tweaks. See A / B Campaign. ### "I want to send this every time a new customer joins that segment" Change **Send ASAP** to **Automated / Ongoing** (email) or **Ongoing** (SMS) in the timing step. New contacts entering the segment will receive it automatically. ### "I want to send from a different email address" The **From** dropdown in Review & Send lists all authenticated sender emails on your account. If the one you want isn't there, set it up in **Configure → Configure Email**. See Configure Email. ### "I sent to the wrong segment — how do I stop it?" Open the campaign and change its status to **Paused**. See Updating Campaign Status. If it's already partway through delivery, you can pause the remainder — the messages already sent can't be recalled. *** ## Related pages * Email Campaign — full detail on the email campaign builder * SMS Campaign — full detail on the SMS campaign builder * Creating Segments — how segments work * Creating Templates — reusable message content * Ongoing vs One Time — when to use each timing option * Sending a Test — always do this before hitting send * Understanding Suppression — why some contacts won't receive # Creating a Campaign Check out the following articles for step-by-step instructions on how to create Email, SMS, Keyword, and A / B Campaigns. * [Email Campaigns](/campaigns/creating-a-campaign/email-campaign) * [SMS Campaigns](/campaigns/creating-a-campaign/sms-campaign) * [Keyword Campaigns](/campaigns/creating-a-campaign/keyword-campaign) * [A / B Campaigns](/campaigns/creating-a-campaign/keyword-campaign) # Email Campaign Follow the steps below to create an Email Campaign **Step 1**: Navigate in your account to Campaigns - Email Campaigns. From here, you will click on the green circle with the '+' symbol. You can either create a regular campaign to send one email with one template and one subject line. OR you can select an A/B campaign to try out multiple templates and subject lines.
For this example we will be setting up a 'regular campaign.' **Step 2**: Overview - Add general information to the campaign like name and objective.
**2a**: Campaign Name: This is for internal use only, your end-users will not be able to see this. **2b**: Tags: This is optional and for internal use to organize your campaigns. End-users will not see tags. Click on 'Save & Continue' when you are done to move forward. **Step 3**: Content - Add add content, such as the Subject line, Pre-header text, and whether you'd like to choose an existing template, create a plain text email or if you'd like to design from scratch.
**3a**: Subject: This is the subject line that your end-users will first see when they receive your email, so you will want to make sure this is eye-catching and follows email marketing best practices. For help and inspiration creating catchy subject lines, check out our [Creative Playground (AI)](/campaigns/creative-playground-ai). If you want to further personalized your email subject line, click on the button that says 'Personalize' to add merge tags to the subject line. For instance, by adding {first\_name}, it will add the recipients' first name to the subject line of the email when sent through campaigns.
**3b**: Preheader text: This is optional, but if you want the recipient of the email to see something other than the first line of text in the email, you can add this here. Otherwise it will default to what is in the body of the email content.
**3c:** Once the template is selected, you can make edits to the template before saving for this campaign. \*Keep in mind that the template will only save for this one campaign. Any changes made at this stage will not be reflected on the original template.\*
Hit 'Save' on the template to save your template, then 'Save & Continue to move forward. If you are not editing your template, click 'Save & Continue.' **Step 4**: To - Select segments to send campaign to. While you can make a segment here like 'Last visit is in the last 30 days,' we recommend making segments ahead of time so that you can select from pre-made your segments shown at this step.
Segment exclusion is also an option in this section by clicking 'Exclude Segments' on the right. **4a**: Calculate your audience by clicking the blue 'Calculate Target Audience' button. This will tell you how large your potential audience is. We always recommend calculating before sending to make sure it sends to the correct audience. Click on 'Save & Continue' when you are done to move forward. **Step 5**: Review & Send - This is where you can select when your email will send. 'From' Email: This will be the email address that your end-users see the email coming into their inbox from, so make sure you select the email you have designated for this purpose. Responses to this email will go to the email you select as the 'from' email. If you want responses to go to a different email address, click on 'Add a Reply to' and select an email address from the drop-down to re-route responses to a different inbox.
**5a**: Send ASAP: If selected, once you confirm the campaign, it will begin sending right away. **5b**: Send Later: If selected, the campaign will begin sending at the time specified.
**5c**: Automated / Ongoing: If selected, the campaign will send once confirmed to the current audience + anyone added to the audience moving forward. For example, if I make an audience of people on the 'Intro' membership plan, each time a new person signs up for the 'Intro' membership plan, this email will send.
When selecting an 'Automated / Ongoing' campaign' you have 2 options: at a specified time or at any time. 'At a specified time' will send the campaign each day to new audience members at the same time every day. You can specify that in the 'At a specified time' section. 'Anytime' will send the campaign as soon as the new information is added to the audience, outside of your quiet hours.
**5d**: Intelligent Sending (AI): This option may override the above preferences, based on the user's most engaged time. For example, if the recipient has historically opened their emails around 2:00 pm, their campaign will send at that time.
**Step 6**: Send Campaign - If everything looks correct, you can confirm your campaign and finish up the process by clicking on the button that says 'Send Campaign.' # SMS Campaign Follow the steps below to create an Email Campaign **Step 1**: Navigate in your account to Campaigns - SMS Campaigns. Click on the large green button on the top right with the '+' icon. When you do, the following area will display to set up your campaign.
**Step 2**: Message. This is where you define the message that you are going to send to your members. It includes a few items, which we will review individually below. **2a**: Campaign Name: This is for internal use only, your end-users will not be able to see this. **2b**: Tags: For internal use to organize your campaigns. End-users will not see tags. **2c**: From Number: This can be set up in your account under Configuration - SMS Configuration. If it isn't there, please contact for assistance. **2d**: Message: This is where you can write out your message. You are limited to 320 characters. If you chose a Single-Opt-In approach, be sure to include 'Reply STOP to opt-out.' at the end of your messages. If you want to further personalized your message, click on the button that says 'Personalize' to add merge tags to the copy. For instance, by adding {first\_name}, it will add the recipients' first name to the copy of the message when sent through campaigns.
**2e**: Image: Images, videos, and other files can be added to SMS Campaigns. Keep in mind, the file size cannot exceed 5MB and it costs 2 extra SMS credit for an image per recipient.
**Step 3**: Audience. This is where you can select who you want to receive your message.
**3a**: Click on the dropdown in the left-most box from this page to select if you want to set up the campaign for clients who might have opted in with a specific keyword. This is especially important if you have set up double opt-in. SMS Campaigns are pre-selected to send to only contacts who have opted in with keyword 'YES,' so click the drop-down menu to make any necessary changes. **3b**: While you can create a segment here like the ones in the screenshot, we recommend making segments ahead of time so that you can find them with the search box. Segment exclusion is also an option in this section by clicking 'Exclude Segments' on the right. **3c**: Calculate your audience by clicking the blue 'Calculate Target Audience' option. This will tell you how large your potential audience is. We always recommend calculating before sending to make sure it sends to the correct audience. **Step 4**: Time/Trigger - Select when the campaign will launch.
**4a**: Send ASAP: If selected, once you confirm the campaign, it will begin sending right away. **4b**: Specific Date & Time: If selected, the campaign will begin sending at the time specified. **4c**: Ongoing (Automated Campaign): If selected, the campaign will send once confirmed to the current audience + anyone added to the audience moving forward. When selecting an 'Ongoing campaign,' you have 2 options: once/day or multiple times/day. Once/day will send the campaign each day to new audience members at the same time every day. You can specify that under the 'Once a Day at' box. Multiple Times/day will send the campaign as soon as the new information is added to the audience, outside of your quiet hours.
**Step 5**: If everything looks correct, you can confirm your campaign and finish up the process by clicking on the button that says 'Confirm.' The next page will show you a brief overview of your SMS Campaign, including any overage fees you will incur should you exceed your credit quota.
**Step 6**: Once you click 'Confirm' your campaign will start sending. # Keyword Campaign Follow the steps below to create an Keyword Campaign Keyword campaigns can be a great way to engage with your customers and get feedback, offer promotions, or other offers. They work by having a user send an SMS to your number with a specific keyword to receive a specific response. Some typical keywords are START, STOP, and HELP, but you can create anything else (e.g. the keyword PROMO triggers an automated response that inclues a coupon code when texted).
Here's how to set one up in your account. **Step 1:** In your account, navigate to Campaigns - Keyword Campaigns. Click on the green '+' to create a new one. Name your campaign and hit continue.
**1a:** Campaign Name: We typically just name this the keyword you want to use, but this is for internal use only, so whatever makes the most sense to you. **1b:** Type: Unless you are setting up a specific type of campaign (like a Ratings or Referral campaign), keep this on 'None.' **1c:** Tags: For internal use to keep track of keyword campaigns. Completely optional. **Step 2:** Add your keyword and auto-response.
**2a:** Keyword: Not case sensitive, but you do want to make this one word with no spaces so that the system will properly read it. **2b:** Webhook: Unless specified, leave this on 'No.' **2c:** Auto Response: This will send as soon as someone texts the keyword. If they need to take a further action, such as visit a website or send another keyword, make sure to add that in here. If you want to further personalized your email subject line, click on the button that says 'Personalize' to add merge tags to the subject line. For instance, by adding {first\_name}, it will add the recipients' first name to the subject line of the email when sent through campaigns.
Hit continue to get to the confirmation page. **Step 3:** Confirm. If everything looks good, hit 'confirm' on the final page to activate the Keyword Campaign. **3a:** Test the keyword. If you want to make sure the keyword is working, try sending a text message to your assigned phone number to make sure you get the auto-response. You can find your number by going to Configuration - Workroom. It will be listed as 'Assigned Phone #' # A / B Campaign A / B Campaigns are a great way to test out multiple variants of your campaigns with different subsets of contacts see which one garners the best results. Follow the steps below to create yours. **Step 1**: Navigate in your account to Campaigns - Email Campaigns. From here, you will click on the green circle with the '+' symbol then A/B campaign to try out multiple templates and subject lines.
**Step 2:** Overview - Add general information to the campaign like name and objective. **2a**: Campaign Name: This is for internal use only, your end-users will not be able to see this. **2b**: Tags: This is optional and for internal use to organize your campaigns. End-users will not see tags. **Step 3**: Design - Select the 'From' address, create your Subject line, and choose a template to use for this campaign.
**3a**: Once the template is selected, you can make edits to the template before saving for this campaign. \*Keep in mind that the template will only save for this one campaign. Any changes made at this stage will not be reflected on the original template.\* **3b**: New A/B Test Variant: Click '+ New A/B Test Variant to add your campaign and follow the above instructions to create this variant. We recommend creating no more than 3-4 variants. Once you have made selections for all variants, click 'Done.' You will then be shown a preview of each variant.
'From' Email: This will be the email address that your end-users see the email coming into their inbox from, so make sure you select the email you have designated for this purpose. Responses to this email will go to the email you select as the 'from' email. If you want responses to go to a different email address, click on 'Add a Reply to' and select an email address from the drop-down to re-route responses to a different inbox. **Step 4** - Time/Trigger - This is where you can select when your email will send.
**4a**: Send ASAP: If selected, once you confirm the campaign, it will begin sending right away. **4b**: Send Later: If selected, the campaign will begin sending at the time specified. **4c**: Automated / Ongoing: If selected, the campaign will send once confirmed to the current audience + anyone added to the audience moving forward. For example, if I make an audience of people on the 'Intro' membership plan, each time a new person signs up for the 'Intro' membership plan, this email will send. **Step 5**: Confirm - If everything looks correct, you can confirm your campaign and finish up the process by clicking on the button that says 'Confirm' and your campaign will begin sending. # Email Campaign Stats **Step 1**: Navigate to Campaigns > Email Campaigns from the sidebar. **Step 2**: From your campaign list, you'll be able to see some quick stats for your campaigns, including numbers for how many people opened the email. You can click on the pie chart icon at the end of a row for a particular campaign to see further stats.
### Campaign Report You can get an insight into which of your campaigns are performing best, what might be the best time and days to reach your customers very easily. **Step 1**: On the left hand side menu in your Gleantap account, click on “Reports” under “GENERAL”.
**Step 2**: You will see an option for “Campaign Analysis”. Click on it and Voila!
You should be able to see all types of important information regarding your ongoing campaigns. This includes Average Open rate, Top Campaigns, Best days and Hours for engagement etc. You can also filter these by Date and Specific Campaigns. This should allow you to optimize your campaigns with a data-driven approach. Feel free to shoot us your queries on Share
# SMS Campaign Stats **Step 1**: Navigate to Campaigns > SMS Campaigns from the sidebar.
**Step 2**: From your campaign list, you'll be able to see some quick stats for your campaigns, including numbers for how many people clicked the SMS. You can click on the pie chart icon at the end of a row for a particular campaign to see further stats.
# Ongoing vs One Time When setting up your campaigns, you have several timing options: ASAP, later, or automated / ongoing. **Send ASAP**: If selected, the campaign will begin sending right away. Keep in mind, if this selected during quiet hours, the campaign will begin sending once your quiet hours have ended. **Send Later**: If selected, the campaign will begin sending at the time specified.
**Automated / Ongoing**: If selected, the campaign will send once confirmed to the current audience + anyone added to the audience moving forward. For example, if I make an audience of people on the 'Intro' membership plan, each time a new person signs up for the 'Intro' membership plan, this email will send.
When selecting an 'Automated / Ongoing' campaign' you have 2 options: at a specified time or at any time. 'At a specified time' will send the campaign each day to new audience members at the same time every day. You can specify that in the 'At a specified time' section. 'Anytime' will send the campaign as soon as the new information is added to the audience, outside of your quiet hours.
Intelligent Sending (AI): This option may override the above preferences, based on the user's most engaged time. For example, if the recipient has historically opened their emails around 2:00 pm, their campaign will send at that time.
# Updating Campaign Status **Step 1**: Navigate to Campaigns > Email Campaigns from the sidebar. **Step 2**: From your campaign list, click on the button at the end of the row that indicates the status of the campaign. Pick the status option that you want to change the campaign to.
# Working with Templates When setting up an email campaign, you'll have to select an email template. An email template is the message that you'll be sending out. Navigate to Campaigns > Templates to view and edit default templates or to copy over to your library. When designing a template in the template editor, you'll have the option to add, remove or edit the content that make up the template to suit your needs. An email campaign is the vehicle that sends out the message. Navigate to Campaigns > Email Campaigns to set up a campaign. You'll be prompted to select the email template that you want to deliver to your target audience under the 'Content' tab. You can find more helpful information about templates [here](/templates/creating-templates). # Sending a Test There are multiple ways to send test Email and SMS Campaigns. Follow the steps below to send yours. ## Test Email Campaign ### From the 'Content' Stage **Step 1**: Make any necessary adjustments to your template, then click 'Save.'
**Step 2**: Type in the email address of the test recipient, then click 'Send Test.'
### From the 'Review & Send' Stage **Step 1**: Find the 'Send Test Email To' box at the bottom right.
**Step 2**: Type in the email address of test recipient, then click 'Send Test.'
### From the 'Configure' Menu **Step 1**: Click 'Configure' on the top right, then 'Test Message' from the dropdown menu.
**Step 2**: Select 'Email' from the 'Type' menu, enter the 'To' and 'From' email addresses, the subject line, and select the template, then click 'Send.'
## Test SMS Campaign ### From the 'Configure' Menu **Step 1**: Click 'Configure' on the top right, then 'Test Message' from the dropdown menu.
**Step 2**: Select 'SMS / Text Message' from the 'Type' menu, enter the recipient's phone number, the message, and any files you'd like to include (maximum file size is 5MB), then click 'Send.'
# Creative Playground (AI) Gleantap's built-in AI content assistant helps you write subject lines, email and SMS copy, campaign ideas, and promotions in seconds. The Creative Playground is Gleantap's built-in AI content assistant. It generates subject lines, email body copy, SMS messages, campaign ideas, and promotional offers based on a short description you provide. Use it when you're staring at a blank campaign and need a starting point — or when you want a fresh angle on a message you've sent before. *** ## Where to find it **Campaigns → Creative Playground (AI)** from the sidebar.
*** ## What you can generate Pick one of these content types on the Playground page: | Type | Use for | | ---------------------- | -------------------------------------------------------- | | **Subject lines** | Email subject lines optimized for opens | | **Email copy** | Full email body — greeting, body paragraphs, CTA | | **SMS copy** | Short text-message copy (within the 320-char limit) | | **Campaign ideas** | Whole-campaign brainstorms — theme, angle, offer, timing | | **Promotional offers** | Discount codes, seasonal promotions, referral incentives |
*** ## How to get good output The output quality depends on the description you give it. Be specific. **Weak prompt:** `promo email` **Better prompt:** `holiday win-back email for members who haven't visited in 60 days, offering a free class if they book by Dec 31` **Even better:** add the audience emotion and the CTA you want. `holiday win-back email for lapsed members — warm, personal tone, acknowledge the busy season, invite them back with a free class booked by Dec 31, mention limited spots` ### Prompt patterns that work * **Include the audience** — "for new leads", "for members who missed a class", "for parents of youth-camp attendees". * **Include the outcome you want** — "get them to book", "get them to reply STOP if not interested", "get them to click through to the promo page". * **Include the constraint** — "under 160 characters" (for SMS), "in a friendly, casual tone", "avoid jargon", "no urgency language". * **Include a specific offer** — "10% off their next month", "a free intro class", "$29 upgrade". * **Reference the season / event** — "post-Thanksgiving", "January new year push", "summer break". ### Picking a style The Playground offers style/tone options — pick more than one to blend. Common combinations: * **Professional + Friendly** — safe default for most fitness businesses. * **Casual + Humorous** — for millennial/Gen-Z audiences and reengagement. * **Urgent + Motivational** — for limited-time promos and challenge kickoffs. * **Empathetic + Encouraging** — for lapsed-member win-back. Avoid stacking too many styles — 2 is usually enough. 4+ produces mush. *** ## Iterating on results Click **Generate** again to get another batch of variations with the same inputs. Regenerate until something clicks. You can also refine mid-flight — change the description slightly (e.g., add "keep it under 20 words") and regenerate for a tighter output. **Copy the output** into your campaign or template — the Playground doesn't auto-fill your campaigns. When you have a version you like, copy it and paste it into the campaign builder or Templates section. *** ## Using the output in a campaign Two workflows: **A) Fast path — generate then paste** 1. Draft your description in the Playground. 2. Regenerate until you have subject + copy you like. 3. Open **Campaigns → Email Campaigns → New Campaign**, paste the subject line in the Subject field, paste the body copy into the template, adjust as needed. **B) Reusable template path** 1. Generate content in the Playground. 2. Open **Campaigns → Templates → New Template**, paste and refine. 3. Save the template. Now you (and other teammates) can pick it from the template list in any future campaign. See [Creating Templates](/templates/creating-templates). *** ## What the Playground is (and isn't) **It's a fast starting point.** For quick, on-brand-ish copy that beats a blank page, it's excellent. **It's not a full replacement for review.** Always: * **Read every generated line.** AI can invent facts, misuse jargon, or produce copy that doesn't match your brand voice. Edit anything that doesn't sound like you. * **Fact-check offers and dates.** If the AI writes "Book by December 31" and the actual deadline is different, that's your problem to catch. * **Personalize with merge tags.** Add `{first_name}` or `{last_visit_date}` after generation — the AI doesn't know the recipient. * **Check compliance.** For SMS, make sure the output includes STOP instructions. For email, ensure the tone matches your brand and doesn't accidentally hit spam triggers (URGENT!!!, ALL CAPS, excessive emojis). *** ## Common scenarios ### "I need 5 subject-line variations for the same email" Set content type to **Subject lines**, describe the email in one line, hit Generate. Each generation returns multiple options. Regenerate if the first batch isn't right. Pick your top 3 and use them as A/B variants. ### "I want the AI to write in our brand voice" Include voice cues in the description: "casual and warm, like a friend inviting you to workout", "clinical and precise, like a health practitioner". You can also generate a first draft and manually edit toward your voice — often faster than trying to describe it perfectly. ### "The output is too generic" Add specificity: exact audience, exact offer, exact constraint. The more concrete your description, the more concrete the output. ### "I want ideas for a whole campaign, not just copy" Set content type to **Campaign ideas** — you'll get brainstorms including theme, angle, subject, offer, and timing suggestions. *** ## Related pages * [Creating Templates](/templates/creating-templates) — save your best output as a reusable template * [Email Campaign](/campaigns/creating-a-campaign/email-campaign) — paste output into a campaign * [SMS Campaign](/campaigns/creating-a-campaign/sms-campaign) — paste SMS output into a campaign * [Best Practices for Email](/marketing-best-practices/best-practices-for-email) — human-review checklist * [Best Practices for SMS](/marketing-best-practices/best-practices-for-sms) — SMS compliance and engagement # Campaign Suspended What does it mean when your campaign gets suspended? Campaigns get suspended when you hit a certain number of invalid/bounced email addresses to avoid hurting your domain reputation. Any contacts that were invalid or bounced will be removed from future campaigns. # Email Reputation Your email reputation, or how mailbox providers judge your emails, is impacted by how your recipients react to your emails. If the emails you send trigger a lot of spam complaints, your email reputation will worsen and future emails will be harder to get to the inbox. On the other hand, if recipients engage with your emails by opening them and clicking on CTAs, your email reputation will improve, and your emails will be more likely to make it to the inbox. Though there isn't a single value or score that goes into calculating your email reputation, we recommend following suggested marketing practices and monitoring your reputation score in your account dashboard. To check your Email Reputation Score & suggestions to improve it: * Click on Reports in the sidebar, then click on 'Email Reputation' * Review your stats and suggestions to improve!
# Quiet Hours These can be set for both email and SMS. The way they work is that during the hours you set, no automated messages will be sent from your account So if you have a campaign set up to go out at 5:30am, but your quiet hours go until 7am, the campaign won't actually be sent until after 7. **Email Quiet Hours**: During the hours that you set here, no automatic emails will be sent. By default we have the hours as 12am-4am, but you can edit them as needed for your business. **SMS Quiet Hours**: During these hours, no automated SMS campaigns will be sent. By default we have the hours as 7:30pm-9am, but you can edit them as needed for your business. We recommend making sure they are set at least from 10pm-4am to be compliant, but it is up to you what hours you set. # FAQs Frequently asked questions about the Campaign section of Gleantap What questions about setting up a campaign do you have? Email them to # Creating Segments The How and Why of creating segments Segments are one of the most important aspects of your Gleantap account. Everything from campaigns to automations is built upon segments and building your audience groups. For this article, we will start with the basics: How to Create and Configure your segments. The first thing you need to know is where to find the segment builder. You can do so by clicking on Audience on the left-hand side and then Segments.
Next, follow the below steps to create your segment. Step 1: Navigate to Audience > Segments from the sidebar. Step 2: Click on the green '+' button on the top right of the screen. Step 3: Enter a segment name, and then indicate if the segment is Static or Dynamic. A static segment will not change size, while a dynamic segment will change size based on the criteria set. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1676584491_scrnli_2_16_2023_3-52-33%20PM.png)
Step 4a: Click on the 'Add Filter' button to start adding criteria for the segment. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1676584589_scrnli_2_16_2023_3-55-54%20PM.png) Step 4b: In the flyout, select a filter category to see specific criteria that can be added. More on this here. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1676584636_scrnli_2_16_2023_3-56-59%20PM.png) Step 5: When done making your segment, click Calculate, and then Save. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1676584811_scrnli_2_16_2023_3-59-45%20PM.png) # Static vs Dynamic What is the difference between Static and Dynamic segments? **Static:** Once Saved, the segment will stay the same unless manually edited. This means that once you save an audience it will not auto-update. **Dynamic:** Once Saved, the segment will continue to update in order to meet the parameters of the segment. All automations must use Dynamic segments in order to work properly. For example: If you set up a segment of users who visited in the last 7 days, each day people who visited 8 days ago will leave the segment and people who visited 1 day ago will enter the segment. # Filter Options The filter categories, operators, and semantics of the Gleantap segment builder — plus troubleshooting for common count mismatches. Segments are built by combining filters. Each filter has three parts: an **attribute** (what field you're filtering on), an **operator** (how you're comparing it), and a **value**. This page covers: * The **filter categories** available in the segment builder * The **operators** you can pick and exactly what each one matches * **How missing (null) data is handled** — the #1 source of unexpected segment counts * **Troubleshooting** for common "why is my count wrong?" situations *** ## Filter categories The segment builder groups filters into these categories. Pick a category first, then a specific attribute inside it.

The Add Filter panel opens with all available categories.

| Category | What it covers | Common attributes | | -------------------- | ------------------------------------------- | ---------------------------------------------------------------------- | | **Personal Info** | Basic contact fields | Name, Birthday, Address, Added On | | **Account Info** | Their account status in your CRM + Gleantap | Status, Location, Tags, Member/Prospect | | **Membership Info** | Active memberships | Membership Type, Status, Start/End dates | | **Contract Info** | Longer-term agreements from your CRM | Contract Type, Status, Start/End dates | | **Purchase Info** | Items purchased | Last Purchased Item, Has Purchased, No. of Purchases | | **Visit Info** | Check-ins tracked from your CRM | First Visit, Last Visit, No. of Visits in a period | | **Pipeline** | Sales pipeline activity | Stage, Status, Assigned to | | **Email Engagement** | Past email-campaign behavior | Targeted By, Opened, Clicked, Engagement score | | **SMS Engagement** | Past SMS-campaign behavior | Targeted By, Clicked, Opted In, Replied | | **Segments** | Membership in other segments | Is In Segment, Is Not In Segment | | **Inbound Keywords** | Words in replies to your SMS | Keyword | | **Ratings** | Internal rating scores | Rating value | | **Forms** | Form submissions and answers | Form filled, Specific question response | | **Appointments** | Appointments in Gleantap (not CRM visits) | Status, Time, Type | | **Custom** | Your custom attributes | See [Custom Attributes](/audience/creating-segments/custom-attributes) | ### What each category contains **Personal Info** — Attributes such as name, birthday, and address. Most of these are informational; `Added On` and `Birthday` are the ones most often used to build segments.
**Account Info** — Fields from your integrated CRM plus a few Gleantap-native ones like `Tags`. Includes `Status`, `Location`, and Member/Prospect flags.
**Membership Info** — Based on your users' memberships. Membership specifics vary by business/CRM, but the basics are consistent: `Type`, `Status`, and when the membership began or ended.
**Contract Info** — Similar to memberships, but contracts come through from your CRM as term-based agreements. Filter on contract `Status`, `Start/End Date`, and `Type`. > A membership typically renews monthly, while a contract lasts the length of the contract term.
**Purchase Info** — Segment based on what someone bought (memberships or physical items). Filter on `Last Purchased Item`, `Has Purchased Item`, or `No. of Purchases` within a timeframe.
**Visit Info** — Filter on check-in activity. As long as visits are tracked from your CRM, you can build lists based on `First Visit`, `Last Visit`, and `No. of Visits` in a period.
**Pipeline** — Where a user is in the Sales Pipeline, their stage status, and who owns the lead.
**Email Engagement** — Segment based on past email-campaign behavior. Build audiences of people who opened, clicked, or were targeted by a campaign — plus overall engagement scores.
**SMS Engagement** — Same idea as Email Engagement, for SMS campaigns. Includes SMS opt-in status and reply activity within a timeframe.
**Segments** — Use `Is In Segment` or `Is Not In Segment` to layer pre-built segments into your filter. See the [Cross-segment operators](#cross-segment-operators) section below for exactly how these behave.
**Inbound Keywords** — Filter by SMS replies that contained specific keywords. **Ratings** — Use Gleantap's built-in rating system to segment on internal feedback. **Forms** — Segment users who filled out a Gleantap form. A segment is auto-created for each form's submitters; this filter lets you go deeper — filter by which specific question they answered and what they responded.
**Appointments** — Appointments booked *in Gleantap*, not visits synced from your CRM. Filter on `Status`, `Time`, and `Type`.
**Custom** — Your own custom attributes. See [Custom Attributes](/audience/creating-segments/custom-attributes) for how to define and use them. *** ## Operators — what each one matches The operators available depend on the attribute type. Here's what each one does. ### On number fields Examples: **No. of Visits**, **Points Balance**, **No. of Purchases**, **Total Purchases**. | Operator | Matches | Doesn't match | | ------------------- | ------------------------------------------ | --------------------------------------------------- | | **Is Equal To** | Value exactly equals the number | Anything else, including null | | **Is Not Equal To** | Value differs from the number | Value that equals it (null is excluded — see below) | | **Is Greater Than** | Value is strictly higher (11+ for `> 10`) | Value ≤ 10, or null | | **Is Less Than** | Value is strictly lower (0 or 1 for `< 2`) | Value ≥ 2, or null | | **Is Empty** | Field is missing or blank | Field has any value | | **Is Not Empty** | Field has a value | Field is missing or blank | | **Exists** | Field is present (not null) | Field never set | | **Does Not Exist** | Field is absent or null | Field is present | > **`Greater Than 10` will include people with 54, 100, or 1000.** It's an unbounded upper range. If you want "10 or fewer", use `Less Than 11`. If you want an exact match, use `Is Equal To`. ### On date fields Examples: **Added On**, **Last Visit**, **Last Purchase Date**, **Birthday**. | Operator | Matches | | --------------------------------- | ---------------------------------------------------------------------- | | **In Last** *N* days | Date is within the last N days from now | | **In Last Hours** | Date is within the last N hours | | **Over Days** | Date is more than N days ago | | **Over Hours** | Date is more than N hours ago | | **Before** | Date is before a specific date | | **After** | Date is after a specific date | | **Between** | Date is between two specific dates (inclusive) | | **Is Today** | Date is today | | **This Week** / **Last Week** | Within this calendar week / last calendar week | | **In Next** / **In Next Hours** | Future date within N days / N hours | | **Day In Last** / **Day In Next** | Specific day-of-year in the past / future (e.g., birthdays this month) | All date operators use your account timezone. ### On text fields Examples: **First Name**, **Email**, **City**, **Source**, **Notes**. | Operator | Matches | | -------------------- | ---------------------------------------- | | **Is Equal To** | Exact match (case-insensitive) | | **Is Not Equal To** | Anything other than the exact value | | **Is One Of** | Value matches any of the listed options | | **Is Not One Of** | Value matches none of the listed options | | **Contains** | Value contains the substring anywhere | | **Does Not Contain** | Value does not contain the substring | | **Is Empty** | No value set | | **Is Not Empty** | Any value set | **Email-specific:** `Is Invalid`, `Is Not Invalid`, `Is Not Opted-Out`. **Phone-specific:** `Is Valid`, `Is Not Valid`. ### On list / multi-value fields Examples: **Tags**, **Membership Type**, **Badges**, **Rewards**, **Products**. | Operator | Matches | | ----------------- | --------------------------------------------- | | **Is One Of** | Contact has at least one of the listed values | | **Is Not One Of** | Contact has none of the listed values | ### On boolean / flag fields Examples: **Is Member**, **Has Membership**, **No Purchase Ever**. | Operator | Matches | | ------------------ | ------------------------------ | | **Is True** | Flag is set to true | | **Is False** | Flag is set to false | | **Exists** | Flag has been set to something | | **Does Not Exist** | Flag was never set | ### Cross-segment operators Available under **Segments** category. | Operator | Matches | | --------------------- | --------------------------------------------------------------------------------- | | **Is In Segment** | Contact is currently a member of the referenced segment | | **Is Not In Segment** | Contact is not a member of the referenced segment (or was never evaluated for it) | Both operators evaluate **in real time** — the referenced segment's *current* membership is used. If you change the referenced segment's definition, the parent segment updates on next calculation. ### Campaign engagement operators Under **Email Engagement** and **SMS Engagement**. | Operator | Matches | | --------------------------------- | --------------------------------------------------- | | **Targeted By** | Contact was in the send list of a specific campaign | | **Targeted By & Opened** | Was sent and opened | | **Targeted By & Clicked** | Was sent and clicked a link | | **Targeted By & Not Opened** | Was sent but didn't open | | **Targeted By & Not Clicked** | Was sent but didn't click | | **Targeted By & Failed Delivery** | Send failed (bounce, invalid, etc.) | | **Not Targeted By** | Contact was never in the send list | ### Location operators Under **Personal Info** for address-based filtering. | Operator | Matches | | ------------------------------------------------------------------ | ------------------------------------------------------------- | | **In 1 Mile** / **In 5 Miles** / **In 10 Miles** / **In 25 Miles** | Contact address is within that radius of a reference location | *** ## How missing data (null) is handled **This is the #1 cause of unexpected segment counts.** Gleantap follows standard database rules: **null / missing values are excluded from `Is Less Than`, `Is Greater Than`, `Is Equal To`, `Is Not Equal To`, and all date operators.** **What this means in practice:** * `No. of Visits Is Less Than 2` matches people with a recorded visit count of 0 or 1. It does **not** match people who have no visit data at all (i.e., the field was never set). * `Last Visit Before Jan 1` matches people whose last visit is on record and predates Jan 1. It does **not** match people who have never visited (no last-visit date). * `Is Not Equal To "Member"` matches people whose status has a value that isn't "Member". It does **not** match people whose status is missing. **If you want to include people with missing data**, add a second filter using `Does Not Exist` on the same field and combine with OR (in the segment builder's group logic). **Reverse case — to find only people who have data:** use `Exists` first, then apply your comparison. *** ## Troubleshooting: "Why is my segment count wrong?" ### "`Less Than 2` returns fewer people than `Equal To 1`" **Cause:** Nulls are excluded from comparisons. If you have 500 contacts and only 200 have any visit data, `Less Than 2` searches only those 200 — and returns the subset with 0 or 1 visits. `Equal To 1` returns just the 1-visit subset, but if there's a group of contacts with visit=1 in the "has data" cohort, that count can end up higher than expected relative to the null-inclusive picture you had in your head. **Fix:** Decide whether "no visit data" counts as "less than 2" for your purpose. If yes, add a second filter `No. of Visits Does Not Exist` with OR logic. If no, the current behavior is correct. ### "`More Than 10 check-ins` returns people with 54" **Cause:** This is correct. `More Than 10` matches any value greater than 10 — 11, 20, 54, 1000, all qualify. It has no upper bound. **Fix:** Pick the operator that matches what you want: | If you want... | Use | | --------------------------------------------------- | ------------------------------------------------- | | Exactly 10 | `Is Equal To 10` | | 10 or fewer (11 excluded) | `Is Less Than 11` | | Between 5 and 10 | Two filters: `Greater Than 4` AND `Less Than 11` | | More than 10 but not "power users" (say, cap at 50) | Two filters: `Greater Than 10` AND `Less Than 51` | ### "This person is in Segment A but I don't see them in Segment B, even though B's filter is `Is In Segment A`" **Two likely causes:** 1. **B needs a refresh.** `Is In Segment` evaluates against the referenced segment's *current* members at query time. If Segment A was just updated, Segment B may not have re-run yet. Click the three-dot menu on Segment B → **Refresh** to force a recalculation. See [Segments Auto-Refresh](/audience/segments-auto-refresh). 2. **The contact's segment membership hasn't been recomputed.** When a contact's attributes change, their segment memberships recalculate — but there can be a short delay. If you just changed a contact's attribute (e.g., manually added a tag), give it a minute, then refresh Segment A and B in that order. ### "My count is wildly off from what I expect" Walk through in order: 1. **Is the segment Dynamic?** Static segments freeze at save time and never update. Marketing/automation should use Dynamic. See [Static vs Dynamic](/audience/creating-segments/static-vs-dynamic). 2. **Did you click Calculate before checking the count?** The number only refreshes after Calculate. 3. **Are nulls at play?** See "How missing data is handled" above. 4. **Timezone.** Date filters use your account timezone. `In Last 7 Days` moves as time passes — the same segment can return different counts an hour later. 5. **Attribute you're filtering on may not be the one you think.** For example, "No. of Visits" from your CRM's Visit sync is different from "No. of Appointments" in Gleantap. Confirm the attribute name. ### "`Is In Segment` returns 0 people even though the referenced segment has members" * The referenced segment may not have been calculated yet after its last edit. Refresh it manually. * Confirm you selected the right segment in the picker (segments with similar names are easy to swap). ### "Suppressed contacts are showing up in my segment" **Suppression is separate from segment membership.** A suppressed contact is still in the segment; they're just excluded when a campaign or flow tries to send to them. If your goal is "who will actually receive this send", use the audience preview when creating the campaign — it applies suppression on top of segment membership. See [Understanding Suppression](/audience/understanding-suppression). *** ## Related pages * Creating Segments * [Static vs Dynamic](/audience/creating-segments/static-vs-dynamic) * [Custom Attributes](/audience/creating-segments/custom-attributes) * [Segments Auto-Refresh](/audience/segments-auto-refresh) * [Understanding Suppression](/audience/understanding-suppression) # Custom Attributes How to build a segment using Custom Attributes. Sometimes the filters that Gleantap provides do not have the specific metric / data point you are looking for, which is where Custom attributes come in. These custom attributes are the raw data we get from your CRM. Most of them are mapped directly into the other filters we have covered, but those that can't be easily mapped live here. Next we'll cover how you can use these.
In the screenshot above, you can see where to find and use the Custom Attributes when creating a segment. But there are a few ways you can make these easier to use. **Generating Options:** If you try to use a custom attribute, it will default to using 'is equal to,' which requires you to know exactly what the data options are to input them. It also doesn't allow for you to select multiple options easily.
Here is how you can make that process simpler. First, navigate to Configure - Workroom Settings - Attributes.
This will take you to a list of all of the attributes or data points from your CRM. If you have added new attributes recently, make sure to click the button '+ Generate Attributes from Data' to see the full list. Once you have all of the attributes generated, you will see a delete option and three lines next to each of the attributes listed.
Click on those three lines and this menu will open.
In order to make this attribute useful when making a segment, click on the blue text at the bottom that says 'Generate Options.' When you do, it will pull the data for this attribute and show you all of the available options. Keep in mind: These attributes only display if they are linked with a user in the system. If you aren't seeing an option you expect to see, it is likely because it is not currently linked to a member in the system.
Once your options are generated, click 'Create' to save the options. Now you are able to go back to Segments and use this attribute as a filter. This is how it will look now below.
Now you are all set to use Custom Attributes the same way you would other filter options. If you have any questions, reach out to . # Segments Auto-Refresh Dynamic Segments auto-refresh at regular intervals to ensure that you are always working with the most up-to-date information. If you'd like to Manually refresh a segment, you can do so by clicking on the three dots next to the segment and clicking the 'Refresh' option.
# Add / Remove from Segments How to Add and Remove a user from segments. Are you wanting to add or remove an individual user from a segment? Here's how. **Adding a user to a Segment:** You can add a user to a segment from their profile, but depending on the profile you look at, the option to add them resides in a different area. **Full Profile:** When you search a user's name from the top search bar of the account, you are taken to their Full Profile. When you get there, scroll down to the bottom of their profile and you will see this option.
When you click on 'Add to Segment,' you will see a list of all of your segments with a checkbox. Simply click the box next to the segments you want to add this user to.
**Sales Profile:** For the Sales profile, sometimes referred to as the 'Fly-out Profile,' which you can access from either the sales area or by navigating to Audience - Contacts and searching their name from there. Once you click on their name, the Sales Profile will open and you'll see a few different options. To add them to a segment, click on the three dots at the top of their profile and use the '+ Add to Segment' option.'
When you do, the same menu will open where you will see all of your segments with checkboxes to add them to the segments you need. **Removing a user from a Segment:** In order to remove a user from a segment, you'll need to go to Audience - Segments and find the segment you want to remove them from. Click on the segment and scroll to the bottom to search and find the user you are looking for. When you do, you'll see a Red X on the right-hand side next to their name. Click on the X to remove them from the segment.
# Segment Report How to review existing reports and build new reports within a segment When you click on a segment, there are multiple built-in reports that you can use. However, you can also create custom reports to get additional insights. Let's review both of those options. **Built-in reports:** The reports that come with every segment show a breakdown of the segment in question by Gender, Age, Lifespan (amount of time in the CRM), Average Check-ins Per Person, Average Purchase Per Person, as well as a chart of their activity and a list of the campaigns that the segment is being used for.
**Custom Reports:** To create a custom report within a segment, click on the 'New Report' button on the top right of the account.
When you do, it will open this menu.
For the report, you have a few options. **Title** is simply the name of your report. **Type** can be either a Conversion Metric, showing how many people in the segment have converted based on another attribute, or an Aggregate List which shows you a grouping based on a metric within a segment. Here is an example of a Conversion Metric for a Leads Segment that shows how many users became members after showing as a lead.
And here is an example of an Aggregate List report showing
**Group by** is the attributes that you are running the report based off of. Make sure that these attributes are relevant to ensure your reports work correctly. # Using Segments How to use your pre-built segments within Gleantap Once you have finished creating your segments, what comes next? There are a variety of different ways to use your segments once they are created, which we will explore below. ### Campaigns The most obvious use case for segments is when setting up Email and SMS campaigns. On step 3 of an Email campaign you will see all of your segments available for you to choose from. You can select multiple from this screen, as well as exclude other segments you want to avoid.
On step 2 of an SMS campaign you will see all of your segments available for you to choose from. You can select multiple from this screen, as well as exclude other segments you want to avoid.
For Ongoing campaigns, make sure the segments you are selecting have been set up as Dynamic segments to make sure they work properly. ### Flows Flows, like campaigns, are triggered by Dynamic Segments. When setting up your Flow, you will see your segments listed and can choose from the list to activate the Flow.
You can also use Segments on the third step of a Flow to 'unenroll' from a Flow as well.
### Automations Sales Automations are another area where you can use Segments to help run your account. When creating a new automation, one of the options for the Trigger is 'added to a segment,' which means that anyone in a segment or later added to a Dynamic Segment will trigger the automation.
### Inbox The last way to use Segments in your account is through the inbox. Each segment you make is automatically added as a Group you can text through the inbox.
You can also filter by segment to see responses from a certain group of users. In the Inbox, click on this button to open your filters.
Then you can select from Choose Segment to see responses from only the people in the segment.
# Segment Folders Folders allow you to better organize your segments. Folders are a good way to organize your segments. As you add more audiences to your account, it can become difficult to find the segment you need. Use folders to keep similar segments in the same area for an easier way to find them. To set up your folders, navigate to Audience - Segments and you'll see Folders on the left side.
Use the '+ New' option to add your first Folder. Once you do, to add Segments to it, click on the three dots next to a segment and select the 'Move to Folder' option.
While this won't remove the Segments from the main segment area to only exist in the Folder, it will give you a place to find only the segments you have purposefully added to this space. # Uploading a CSV How to Upload a CSV / Custom List into Gleantap Step 1: Navigate to Audience > Add/Upload CSV from the sidebar. Step 2: On the page that appears, upload your file into the 'Select File' space. If your file includes a header row, check the 'Include Header' option. Click 'Upload' to proceed. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1676585478_scrnli_2_16_2023_4-11-09%20PM.png)
Step 3: Match up the column names based on the data in your file and click 'Continue.' ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1678339270_qfzoCfxzXZRRu3w65vQ3ek2zuNN3S7uHxg.png)
Step 4: See the preview of data to make sure everything is correct and click 'Import' to complete the process. ![](https://s3-us-west-1.amazonaws.com/gleantapvirtual/3717/theme/images/1678339302_CbgyqV_JI_LV2s0A3R_okJ-h4IOYUPOSJQ.png)
Step 5: You should be automatically directed to the 'History' tab and should see a progress bar as your file uploads. Once it shows that it is completed, you can navigate to Audience > Segment to find the segment automatically made for the CSV file. # Understanding Suppression What triggers suppression, how email and SMS suppression differ, and how to investigate when an opted-in contact still shows as suppressed. Suppression is how Gleantap keeps your sender reputation safe. When a contact is suppressed, campaigns and flows skip them — the send is blocked even if the audience segment contains them. This page covers: * **What triggers suppression** (there are more paths in than most people realize) * **How email suppression is separate from SMS suppression** * **How to see why a specific contact is suppressed** * **How to unsuppress someone — and when you shouldn't** * **Why an "opted-in" contact can still show as suppressed** *** ## What triggers suppression There are seven distinct suppression states. A contact can be in more than one at a time. ### Email suppression | State | What caused it | | ------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | | **Unsubscribed** | The contact clicked an unsubscribe link in one of your emails, or a teammate manually opted them out | | **Bounced** | An email you sent hard-bounced — the address doesn't accept mail (mailbox full, invalid recipient, blocked domain) | | **Spam complaint** | The contact marked one of your emails as spam in their inbox | | **Invalid** | The address was flagged as invalid by an email-validation check (bad syntax, or verification service marked it non-existent) | | **Inactive** | The address has gone a long time with no engagement (opens/clicks). This category exists to protect deliverability against dead inboxes | | **Topic opt-out** | The contact opted out of a specific email topic (e.g., "Promotions") but is still opted in to others | ### SMS suppression | State | What caused it | | ----------------- | ------------------------------------------------------------------------------------------------------ | | **Unsubscribed** | The contact texted STOP (or a similar keyword), or a teammate manually opted them out | | **Undeliverable** | The number is invalid or repeatedly failed to deliver (disconnected line, wrong number, carrier block) | **Email and SMS suppression are completely independent.** A contact can be email-suppressed but SMS-active (their phone still works, their email hard-bounced), or the reverse. Suppressing one does not touch the other. *** ## How to see if a contact is suppressed There are three places to check. ### 1. Suppression Report Best for auditing at scale — see everyone who's suppressed and why. 1. Click **Audience** on the left menu, then **Suppression** from the drop-down. 2. Select the category you want to view — email unsubscribes, email bounces, email complaints, email inactive, email topic opt-outs, SMS unsubscribes, or SMS undeliverable.
> **The totals in the Suppression Report are cumulative across categories.** A single contact can appear in more than one — e.g., someone who bounced and later unsubscribed shows up in both. If you're looking at a number that seems high, remember it's the sum across every suppression path. ### 2. Contact profile Best for investigating one person. 1. Open the contact from **Audience → Contacts**, or use the top search bar. 2. If suppressed, you'll see **Suppressed** in red text on the profile.
If the cause is an unsubscribe (email or SMS), you'll see that noted to the right.
### 3. Inbox If you're already in the conversation, the Inbox flags it inline. 1. Open **Inbox** from the sidebar. 2. Suppressed contacts show **Suppressed** in red next to their name. 3. The compose box will block you from sending email or SMS to a contact who has opted out of that channel.
*** ## Why an "opted-in" contact can still show as suppressed This is the #1 source of confusion. **Opt-in status and suppression are separate.** A contact can be opted in and still be suppressed if any of the following happened: 1. **They bounced on a previous campaign.** A hard bounce sets the invalid-email flag. Their opt-in preference didn't change — but the email address is unusable, so sends are blocked. 2. **An email-validation run flagged their address as invalid.** If you ran a list validation and their email came back non-existent or high-risk, suppression is applied even though they never unsubscribed. 3. **They marked a past email as spam.** This is treated as a stronger signal than unsubscribe — one complaint suppresses them across your account. 4. **They unsubscribed from a specific campaign or topic.** Topic-level opt-out is honored even if their account-wide opt-in is still true. 5. **Their number was flagged undeliverable** (SMS). A repeatedly failing number suppresses SMS sends regardless of opt-in state. 6. **They've gone inactive.** If you send to the same contact for months with no opens or clicks, Gleantap can mark them inactive to protect sender reputation. **The rule of thumb:** opt-in tells you *whether they said yes to hearing from you*. Suppression tells you *whether it's safe to send*. Both must be clear for a send to happen. *** ## How campaigns and flows respect suppression When a campaign or flow attempts to send: * **Email path** — the send is blocked if the contact has any email suppression flag (unsubscribed, bounced, complaint, invalid, or inactive). * **SMS path** — the send is blocked if the contact is opted out of SMS or their number is flagged undeliverable. Because email and SMS are checked independently, a multi-channel flow may still send SMS to a contact whose email is suppressed (or vice versa). **Suppression is applied at send time, not at segment-build time.** A suppressed contact still shows up in segment counts and audience previews. That's not a bug — segments describe who *matches your criteria*, not who *will actually be reached*. Use the audience preview when creating a campaign to see the deliverable count (segment membership minus suppression). See [Filter Options → Suppressed contacts are showing up in my segment](/audience/creating-segments/filter-options#suppressed-contacts-are-showing-up-in-my-segment) for the segment-side view. *** ## Can I un-suppress someone? Yes, one contact at a time. Open the contact's profile and click the red **Suppressed** link. That contact will start receiving sends again on their next eligible campaign or flow. **Think twice before you do this.** Un-suppressing someone who was flagged for a real reason has consequences: * **Bounced address** — the next send will bounce again. Repeated bounces damage your sender reputation and can get your domain flagged by Gmail/Outlook. * **Spam complaint** — the contact told their mail provider your email is unwanted. Sending again risks a repeat complaint, which is much worse for reputation than a bounce. * **Unsubscribed** — the contact explicitly said no. Sending again may be illegal (CAN-SPAM, GDPR, CASL depending on jurisdiction), independent of the deliverability impact. * **Undeliverable SMS** — the carrier already told us the number doesn't work. Retrying wastes credits and doesn't reach anyone. Only un-suppress if you have a specific reason (e.g., the contact told you directly they want back on the list, or you've confirmed a data-entry mistake caused the flag). If you need to un-suppress a large batch — for example, after fixing a bad email-validation run — email . We don't offer bulk un-suppress in the UI on purpose. *** ## Troubleshooting ### "My segment says 500 people but my campaign preview says 340" Suppression is the difference. 160 of your segment members are suppressed on that channel. See the segment count (raw match) vs the campaign audience count (match minus suppression). To see who was excluded, cross-check the Suppression Report against your segment. ### "This contact just opted in via a form but they're still suppressed" Opt-in doesn't automatically clear prior suppression flags. If they bounced or were flagged invalid before, the flag persists. Open their profile and click the red **Suppressed** link to un-suppress manually — but confirm the underlying issue (e.g., a corrected email address) is resolved first. ### "The Suppression Report says 20,000 suppressed and that doesn't seem right" The category totals are cumulative — a contact can be in more than one category. Check each category individually to see the breakdown. It's also worth checking whether a recent import or validation run flagged a batch of addresses; those show up on the report the same as any other suppression. ### "Email is suppressed but I need to text them — will SMS still work?" Yes. Email and SMS suppression are separate. As long as SMS opt-in is `Yes` and the number isn't flagged undeliverable, an SMS campaign or flow will reach them. ### "Can I stop the auto-inactive suppression?" Currently no — inactive-based suppression is applied automatically to protect deliverability. The best mitigation is a re-engagement flow that targets long-quiet contacts *before* they cross the inactivity threshold. *** ## Related pages * [Adding Contacts](/audience/adding-contacts) * [Filter Options](/audience/creating-segments/filter-options) * [Uploading a CSV](/audience/uploading-a-csv) * [Marketing Best Practices → Best Practices for Email](/marketing-best-practices/best-practices-for-email) # Adding Contacts How to add a single contact to Gleantap Navigate to Audience - Contacts and you will see this Green + Button on the top right.
Click on that to add a new contact and you will see this menu open.
Add their name, email, phone number, and any other information you have on them and then hit '+ Add a new contact' at the bottom to add them to Gleantap. # FAQs Frequently asked questions about the Audience section of Gleantap What questions about audience / segment building do you have? Email them to # Managing Contacts Finding, adding, editing, merging, and understanding contact records in Gleantap — plus what to do when a contact seems to have "vanished". Contacts are the core of your Gleantap account — every campaign, flow, and pipeline is built around them. This page covers the day-to-day of working with individual contacts: finding them, adding them, editing their data, merging duplicates, and diagnosing when one seems to have disappeared. For bulk import from a spreadsheet, see Uploading a CSV. For adding a form-submitter automatically, see Creating a Form. *** ## Finding a contact Three ways to open a contact profile: 1. **Top-bar search** — use the search bar at the top of the app to look them up by name, email, or phone. Fastest for known people. 2. **Audience → Contacts** — the full contact list, filterable by segment. 3. **Sales Pipeline** — if the contact is a lead, they appear as a card on the pipeline board. Click the card to open their profile. **Search matches contact attributes only**, not message content. If you're trying to find a person by something they said in a conversation, use the contact's name or tag instead — see Inbox Power Features → Finding conversations quickly. *** ## Adding a contact manually For one-off contact creation. 1. Go to **Audience → Contacts**. 2. Click the green **+** button in the top-right. 3. Fill in name, email, phone, and any other fields you have. 4. Click **+ Add a new contact**.
**Bulk import from CSV:** see Uploading a CSV. **Programmatic creation via API:** see API and the `Create or Update Contact` endpoint at [developers.gleantap.com](https://developers.gleantap.com/update-data/create-or-update-contact). *** ## The contact profile Every contact has a profile with several tabs: | Tab | What's there | | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Overview** | Basic info, tags, source, status, key attributes | | **Activities** | Timeline of everything that happened — flow enrollments, campaign sends, pipeline moves, form submissions, calls, appointments, merges | | **Conversations** | All Inbox threads with this contact (SMS, email, chat) | | **Memberships** | Active + past memberships from your CRM | | **Purchases** | Purchase history | | **Visits** | Check-in history from your CRM | | **Custom** | Any custom attributes you've defined | **The Activities tab is the diagnostic power tool.** When something looks wrong with a contact — enrolled in the wrong flow, missing from a segment, unexpectedly opted out — this timeline usually has the answer. *** ## Editing a contact Open the profile and click any field to edit inline. Changes save automatically. **For fields that sync from your CRM** (Mindbody, ClubReady, ABC, etc.), the source system wins. If you edit a synced field in Gleantap, the next sync from your CRM may overwrite your change. To avoid this, either edit the field in the source system, or use a Gleantap-native custom attribute for the value. *** ## Creating a trial member If a lead has expressed interest and you want to give them a trial in your CRM, the exact flow depends on your integration: * **Mindbody, ClubReady, ABC, Jonas** — trial creation typically happens in the source CRM. Add them there; they'll sync into Gleantap on the next sync (within minutes for Mindbody/ClubReady, up to an hour for ABC). * **From Gleantap** — some integrations expose a "Create Trial" action on the contact profile. If you see it on the Overview or Actions menu, use it. * **Manual approach if no direct action** — add the contact in Gleantap with the appropriate tag (e.g., `trial-created`), then follow up in your CRM to complete the trial setup. If you need a Create Trial action added to your workflow, email . *** ## Merging duplicate contacts Sometimes the same person ends up as two contacts — maybe they filled out a form with a different email, or a CRM sync created a second record. To merge: 1. Open one of the duplicate profiles. 2. Look for the **Merge** action (three-dot menu or Actions). 3. Pick the other duplicate. 4. Confirm which record wins for each conflicting field. 5. Save. The two records are combined into one. The merged record retains **all** conversation history, activities, tags, and membership records from both originals. The losing profile is deleted. Merges are logged on the winning profile's Activities tab. **Prevention over cleanup** — configure your forms and CSV imports to check for existing contacts by email or phone before creating new ones. See Uploading a CSV for dedupe options during import. *** ## Deleting a contact Open the contact profile → three-dot menu → **Delete**. Confirm. **Deletion is permanent** — the contact record, conversations, activities, and any segment memberships are removed. The contact will not receive further campaigns or flows because they no longer exist in the system. Do this when a contact requests full removal under a data-privacy law (GDPR/CCPA) or when the record is clearly bad data. For contacts who just want to stop messages, use unsubscribe or suppression instead of deletion. See Understanding Suppression. *** ## "This contact seems to have vanished — where did they go?" The most common variant: "they were in my pipeline yesterday and now they're gone." Walk through in order. ### 1. Check the Activities tab of the contact (if you can still find them) Search for the contact by name in the top-bar search. If you find them, open the Activities tab — recent events like "moved between locations", "reassigned", "merged into another contact", or "removed from pipeline" are listed with timestamps and who did it. ### 2. Are you looking in the right workroom or location filter? * **Multi-workroom account (Pattern A)** — the contact only appears in the workroom they belong to. Check the workroom switcher (top-right avatar). See Managing Multiple Locations. * **Multi-location workroom (Pattern B)** — check whether the pipeline / segment / contact list has a Location filter set. If yes and the contact was moved to a different location, they'll be filtered out of the current view. ### 3. Was the contact merged? If a duplicate was merged into another record, the losing record was deleted. The full history lives on the winning record — search for the winning contact's name. ### 4. Was a pipeline stage removed or the contact reassigned? If the pipeline stage they were in was deleted, or the pipeline itself was reconfigured, contacts may no longer appear where they used to. Check **Sales Pipeline → Configuration**. ### 5. Was the contact deleted? If none of the above apply and the top-bar search returns nothing, the contact was likely deleted. Deletions are permanent — the record can't be recovered from the app. If you need to restore, email with the contact's name, email, and approximate deletion date; a backup restoration may be possible depending on how long ago it happened. ### 6. Their phone number, added-on date, or other attribute reset A less-common but real pattern: a contact's data appears to reset — phone number now empty, added-on date changed. Usually caused by a CRM re-sync that overwrote Gleantap-side edits with (blank or different) values from the source system. Check the Activities tab for a recent sync event, and compare against the source CRM to find the mismatch. If your CRM is authoritative for a field, don't edit it in Gleantap. *** ## Common scenarios ### "I searched for a contact and got zero results, but I know they're in the system" Search by phone number instead of name (or vice versa). Names can have variations (nicknames, typos, changed after marriage); phone/email are more stable. ### "How do I move a contact from one club to another?" Depends on your setup — see Managing Multiple Locations → Move a lead between clubs. ### "Can I bulk-tag a group of contacts?" Yes. Build a segment matching them, then apply a tag to the segment via **Audience → Segments → three-dot menu → Add/Remove Tags**. See Add / Remove from Segments. ### "A contact just opted in via a form but they're still suppressed" Opt-in doesn't clear prior suppression flags (bounces, spam complaints, etc.). See Understanding Suppression → Why an 'opted-in' contact can still show as suppressed. ### "How do I export a list of contacts?" Open the segment containing those contacts → three-dot menu → Export. You'll get a CSV of matching contacts. See Segment Report. *** ## Related pages * Uploading a CSV — bulk import * Creating Segments — building lists * Add / Remove from Segments — manual segment membership * Understanding Suppression — why some contacts don't receive * Managing Multiple Locations — workroom and location scope * [API — Create or Update Contact](https://developers.gleantap.com/update-data/create-or-update-contact) — programmatic creation # AI Segmentation Use natural language to build segments — describe the audience you want in plain English and Gleantap generates the filter criteria. **AI Segmentation lets you build segments by describing them in plain English.** Instead of assembling filters manually (find attribute → pick operator → set value → repeat), you type a sentence like "members who booked a class in the last 30 days but haven't visited yet" and Gleantap generates the segment for you. This is a helper on top of the regular segment builder — the segments it produces are normal dynamic segments you can edit further, use in campaigns and flows, and combine with other segments. For manual segment building, see Creating Segments and [Filter Options](/audience/creating-segments/filter-options). *** ## When to use AI Segmentation **Good fit:** * You know exactly who you want to reach but don't remember which filters get you there. * The segment involves 3+ criteria and the manual assembly is tedious. * You're new to Gleantap and haven't learned the filter builder yet. * You want a fast first draft that you'll refine manually. **Not the right tool:** * The segment is a single simple filter (`Is Member = True`). Manual is faster. * You need very precise operator control (e.g., specific null-handling behavior) — build it manually and use [Filter Options](/audience/creating-segments/filter-options) as a reference. * You're building a segment used in a critical automation. AI drafts benefit from human review, especially for anything driving customer-facing sends. *** ## How to use it 1. Go to **Audience → Segments**. 2. Look for the AI Segmentation option (typically a distinct button or entry point on the segment creation flow). 3. Type a natural-language description of the audience you want. Be specific — see [Prompt patterns](#prompt-patterns-that-work) below. 4. Gleantap analyzes your description, maps it to available attributes and operators, and generates a segment with the appropriate filters. 5. Review the generated filters before saving. 6. Adjust manually if needed — the result is a normal dynamic segment; every filter is editable. **Always review the output.** AI Segmentation is a productivity accelerator, not a replacement for your judgment. Confirm the filters match what you meant. *** ## Prompt patterns that work Like other AI features (see [Creative Playground (AI)](/campaigns/creative-playground-ai)), the quality of the output depends on the specificity of your input. **Weak prompt:** `dormant members` **Better prompt:** `Members who haven't visited in 30 days but had at least 5 visits in the previous month` **Even better:** add specifics for edge cases. `Members with an active membership status who haven't visited in the last 30 days but had at least 5 visits in the 30 days prior — exclude anyone who has already been enrolled in the reactivation flow` ### Patterns to include * **The status of the person** — member, lead, prospect, past-member * **A time window** — "in the last N days", "since Jan 1", "over 60 days ago" * **A behavior** — visited, purchased, booked, filled out a form, opened an email * **Exclusions** — "except those who...", "not tagged X", "haven't received Y campaign" * **Location** (for multi-location accounts) — "at Location A" ### Patterns to avoid * **Very abstract goals** — "people who might churn" won't produce a good segment. Instead: "members with no visits in 21 days and no purchases in 30 days" — the specific behaviors that mean "might churn" for your business. * **Ambiguous references** — "our best customers" is subjective. Define the criteria: "members with lifetime purchases over $500 AND at least 20 visits in the last year". *** ## What Gleantap actually does under the hood When you describe a segment in natural language, Gleantap: 1. Parses the description to identify entities (attributes) and constraints (operators + values). 2. Matches those to the actual filter categories and attribute names available in your account. 3. Generates a segment configuration using the segment builder's normal filter format. 4. Presents the result for you to review. The generated segment is stored the same way as one you built by hand. No special "AI segment" type exists — once saved, it's a regular segment. *** ## Refining AI-generated segments After the initial generation, expect to make manual tweaks: * **Swap operators.** The AI might pick `Is Greater Than 5` when you meant `Is Greater Than or Equal To 5`. Change it. * **Adjust date windows.** "Recently" might be interpreted as 7 days when you meant 30. Refine. * **Add exclusions.** The AI usually captures the positive criteria well; exclusions ("but not...") are trickier. Add them manually in the segment builder. * **Change segment type.** AI-generated segments are typically **dynamic** (auto-updating). If you want a **static** snapshot, change the type before saving. See [Filter Options → How missing data is handled](/audience/creating-segments/filter-options#how-missing-data-null-is-handled) for the null-handling behavior of operators — this catches most "the count is off" surprises. *** ## Common scenarios ### "The AI generated a segment with 0 results but I know there are matching contacts" Two likely causes: 1. **The AI picked the wrong attribute.** Open the segment and inspect the filters — does the attribute name match the field you actually use? Some businesses have multiple similarly-named attributes (e.g., "Membership Type" vs a custom attribute called "Plan Type"); the AI may have picked the wrong one. 2. **Null handling is filtering everything out.** If the criteria involves a numeric or date field, contacts with no value for that field are excluded. See [Filter Options → How missing data is handled](/audience/creating-segments/filter-options#how-missing-data-null-is-handled). ### "The AI segment is close but I want to add an OR condition" AI Segmentation typically produces AND-combined filters (all conditions must match). To add OR logic, open the segment in the manual builder and group filters — see the group logic in [Filter Options](/audience/creating-segments/filter-options). ### "How do I combine two AI-generated segments?" Save both as regular segments, then create a third segment with `Is In Segment A OR Is In Segment B` using the manual builder. AI Segmentation is good for individual segment generation; composition is manual. ### "Can I regenerate if I don't like the first output?" Yes — refine your description and generate again. The generated segment overwrites the previous attempt (until you save, at which point it becomes a saved segment). ### "The AI didn't use an attribute I know exists" The AI works from the attributes visible in your workroom. If the attribute is custom and was only recently added, the AI may not have picked it up. Add it manually to the segment. *** ## Related pages * Creating Segments — manual segment building * [Filter Options](/audience/creating-segments/filter-options) — the full operator reference * [Custom Attributes](/audience/creating-segments/custom-attributes) — segmenting on custom fields * [Creative Playground (AI)](/campaigns/creative-playground-ai) — AI-assisted content generation (same "AI as a starting point" pattern) # Creating Templates **Step 1:** Navigate to **Campaigns > Templates** **Step 2:** Click on the green '+' button on the top right of your screen to create a new template. **Step 3:** When the template editor loads, drag-and-drop the content blocks from the right side to the left to build your email template.
* **Content tab:** In this tab, you'll find options to add headings, text, images and more. Simply drag-and-drop to build! * **Rows tab:** In this tab, you'll find options to add rows with varying number of columns. If you're starting your template from scratch, you'll want to start off with this first. * **Settings tab:** In this tab, you can adjust general details for your email template, such as background color or image, content width & alignment, and fonts. **Step 4:** Click the blue 'Save' button at the top of the editor to save the email template to your template library. # Sending a Test There are two ways to send a test email. 1\) Open up a template to edit and click on the 'Send Test Email' button.
2\) Navigate to **Configure > Test Message** and fill out the details.
# Duplicating Templates **Step 1:** Navigate to **Campaigns > Templates** **Step 2:** Hover over a template, then hover over the gear icon. In the options that show, click on 'Duplicate.'
**Step 3:** The email editor will open up the duplicated version - make your edits, change the name of the template, then click save! # Copy to Other Workroom **Step 1:** Navigate to **Campaigns > Templates** **Step 2:** Hover over a template and click on 'Copy to.'
**Step 3:** On the screen that appears, select the workroom that you'd like to copy the template to. # Creating a Flow Flows are an easy way to visually create a multi-step multi-channel customer journey. **Step 1**: Navigate to the Flows tab from the sidebar. **Step 2**: Click on the green plus button to create a new flow. **Step 3**: Give your flow a name.
**Step 4**: Select the target audience.
**Step 5**: Design your flow.
**5a**: The 'Action' option allows you to send an email or SMS to the targeted audience, or assign a task to a team member.
**5b**: The 'Delay' option allows you to schedule out when the next Action is triggered.
**5c**: The 'Condition' option allows you to set a condition and triggers an action based on whether a customer matches the condition (yes/no).
**Step 6**: Click 'Publish' to get the Flow started! # Enrolling & Removing People from a Flow Flows put contacts through a multi-step, multi-channel journey. This page covers how contacts get in, how they get out, and — most importantly — how to figure out **why** for any specific person. ## How contacts enter a flow There are five ways someone can enter a flow. ### 1. Segment-based enrollment (most common) When you build a flow (Step 4 of *Creating a Flow*), you select a target audience segment. From that point: * **Dynamic segment** — anyone who *newly* matches the segment criteria is auto-enrolled. This is what powers most "when someone becomes a lead" style journeys. * **Static segment** — only the contacts in the list at the time of enrollment are added. New matches later are **not** enrolled. If enrollment isn't happening for someone you'd expect, the first thing to check is whether the segment is dynamic and whether the contact actually matches it. Open the contact's profile and confirm segment membership. ### 2. Manual enrollment You can add a contact to a flow one at a time. **Step 1** — Open the contact's profile. Three ways to get there: * Use the search bar at the top of the page to look them up by name, email, or phone. * Navigate to **Audience → Contacts** and click the contact's name. * Open the **Sales Pipeline** and click the contact's card. **Step 2** — On the contact profile, click the **three-dot menu (⋮)** at the top right. **Step 3** — Select **Enroll in Flow**. **Step 4** — In the window that opens, check the flow(s) you want to enroll them in and click **Save**.

The enrollment window lists any Active Flows the contact is already in and the list of Available Flows to add.

### 3. Sync-triggered enrollment (from integrations) When a contact syncs in from an integration and matches a dynamic segment used by an active flow, they're enrolled automatically. Timing depends on the source system: | Integration | Sync method | Typical time to enrollment | | ------------- | ---------------------------------------------- | -------------------------- | | **Mindbody** | Webhook (push) + hourly polling reconciliation | Within minutes | | **ClubReady** | Webhook (push) + hourly polling reconciliation | Within minutes | | **ABC** | Polling only, every 30–60 minutes | Up to 1 hour | If enrollment is taking longer than these windows, jump to [Troubleshooting](#troubleshooting-why-didnt-this-happen) below. ### 4. Form-triggered enrollment Any Gleantap form can trigger a flow on submission. Set this up on the form itself under **Trigger Flows or Campaigns**. See [Trigger Flows or Campaigns](/forms/trigger-flows-or-campaigns). ### 5. API-triggered enrollment Contacts can be enrolled programmatically via the Gleantap API. See the [API Reference](/settings/api) for endpoint details. *** ## How contacts leave a flow There are three ways a contact can leave a flow. Two of them are logged as unenrollments; the third is completion. ### 1. Unenroll criteria (the main way) When building a flow, you can define **unenroll criteria** on the flow settings. Unenroll criteria are structured as a list of **Criteria groups**: * **Within a single Criteria group**, all rules must match (**AND**). * **Across Criteria groups**, matching any one group unenrolls the contact (**OR**). So a flow that has three unenroll criteria groups behaves like: > Unenroll if `(Criteria 1 rule A AND rule B)` **OR** `(Criteria 2 rule C)` **OR** `(Criteria 3 rule D AND rule E)` Gleantap evaluates unenroll criteria continuously. The moment any group matches, the contact is unenrolled and any pending steps are cancelled. **Common patterns:** * "Unenroll new-member nurture flow when they've booked their first class" * "Unenroll lead-follow-up flow when they've become a paying member" * "Unenroll re-engagement flow when they reply to any message" ### 2. Manual removal You can remove someone from a flow the same way you added them. Open the contact profile → three-dot menu (⋮) → **Enroll in Flow**. In the **Active Flows** section of the window, click the trash icon next to the flow you want to remove them from, then click **Save**. ### 3. Flow completion Once a contact reaches the end of the flow, they exit naturally. This is **not** recorded as an unenrollment — it's a completion. Completions don't show a "reason" because there isn't one; they finished the journey. *** ## How to see why a specific contact was (or wasn't) enrolled or unenrolled Every enrollment and unenrollment event is logged. There are two places to look, depending on whether you're investigating a specific person or a whole flow. ### Investigating one contact — Contact Profile → Activities 1. Open the contact profile. 2. Click the **Activities** tab. 3. Scroll through the timeline. Every flow enrollment and unenrollment is listed with a timestamp. 4. **Unenrollment events show the reason** — the specific criteria group that matched. This is the fastest way to answer "why was this person unenrolled on April 25th?" ### Investigating a whole flow — Marketing → Flows 1. Navigate to **Marketing → Flows**. 2. Click into the flow you want to inspect. 3. Scroll to the list of people and their status. 4. Anyone who was unenrolled shows the specific reason inline. Use this view when you want to spot patterns — e.g., "most people are being unenrolled by Criteria 2, is that expected?" *** ## Troubleshooting: "Why didn't this happen?" ### "They should be in this flow, but they're not" Walk through this checklist: 1. **Is the flow published?** Draft flows don't enroll anyone. 2. **Is the target segment dynamic or static?** Static segments don't pick up new members after enrollment starts. 3. **Does the contact actually match the segment?** Open the contact and check their segment memberships. If they don't match the entry segment, they won't enroll. 4. **If sync-based, are you inside the expected window?** Mindbody / ClubReady: within minutes. ABC: up to 1 hour. Wait, then re-check. 5. **Are the unenroll criteria matching immediately?** If a contact matches an unenroll criteria group at the moment of entry, they'll unenroll instantly. Check the flow's unenroll criteria and cross-reference with the contact's attributes. ### "The flow fired later than expected" * Check **Quiet Hours**. They're set on the **Configure Email** and **Configure SMS** pages (gear icon at the top → Configure Email or Configure SMS). Messages are held until quiet hours end. See [Configure Email](/getting-started/configure-email) and [Configure SMS](/getting-started/configure-sms). * Check the flow's **Delay** steps — a 12-hour delay step will look like a "12-hour delay bug" from the outside. * For ABC-sourced contacts, add 30–60 minutes to your expected time. ### "They got unenrolled and I don't know why" * Open the contact profile → **Activities** tab. The unenroll reason is on the event. * Or Marketing → Flows → the flow → scroll to the people list. Reason shows inline. ### "A contact left a flow, but I don't see an unenroll reason" * **They may have completed the flow.** Completion is not an unenroll; there's no reason field. Check whether they reached the last step. * **They may have been removed manually.** Check the Activities tab — manual removals are logged with the teammate's name. ### "The contact matches unenroll Criteria 1 rule A but not rule B — why weren't they unenrolled?" Rules within a single Criteria group are AND'd together. If rule B doesn't match, the whole group doesn't match. Either move rule B into its own Criteria group (making the logic OR) or remove it if it wasn't intended. *** ## FAQ For quick questions, see the [Flows FAQ](/flows/faqs). Related pages: * [Creating a Flow](/flows/creating-a-flow) * [Editing Ongoing Flows](/flows/editing-ongoing-flows) * [Flow Report](/flows/flow-report) # Flow Report To view your Flow Report, navigate to your list of flows by clicking on 'Flows' from the menu on the left. **Step 1**: Navigate to the Flows tab from the sidebar. **Step 2**: Click the title of the flow you'd like to check on, another page will open. At the top you'll find a color coded step based analysis. You can adjust the timeframe - 30 days, or last 1 / 3 / 6 months.
As you scroll down, you'll find an actions activity section. The SMS or email campaigns included in your flow will be listed here. The columns show the quantity of audience members the campaigns were sent to, and how many were delivered successfully, opened, clicked, bounced, unsubscribed, or received complaints.
The last reports section is your Target audience. Everyone in your flow will be listed here. You can export this list in a CSV by clicking the 'Export CSV' button at the top right. There are filters available to view audience members by flow status or most recent campaign they have received.
Click the title of the Flow you'd like to check on, and the report will open. At the top of the screen you will see the Step Based Analysis. If you hover over each column you can see an exact count of how many contacts are currently in each step.
If you scroll to the center of the screen, you will see the Actions Activity. This will show you a status report at each step of your Flow.
At the bottom of the screen, you will see the Target Audience. Here you can see each contact included in your Flow, their current step, when they entered that step, and their status. You can also click their name to open their profile and export a CSV for your records.
# Editing Ongoing Flows ### **From your Flow List** **Step 1**: Navigate to your ongoing Flows by clicking 'Flows' from the menu on the left. **Step 2**: Click the 3 dots to the right of the Flow you'd like to edit, select 'Edit' from the drop down menu.
**Step 3**: Click the last step, 'Design your Flow' to make your adjustments, your current design will appear.
**Step 4**: To add a step, hover over the area and a + will appear, click it and follow step 5 on [these instructions](/flows/creating-a-flow) to add an action, delay, or condition. To edit or delete a current step, click the 3 dots and make necessary adjustments. ### From your Flow Report **Step 1**: Navigate to the Flows tab from the sidebar. **Step 2**: Click the title of the flow you'd like to check on, another page will open.
**Step 3**: Click 'Edit Flow' at the top-right and follow steps 3 and 4 above. # FAQs Frequently asked questions about the Flows section of Gleantap What questions about setting up a flow do you have? Email them to # Creating a Form Gleantap Forms can be used for surveys, lead capture, newsletter opt-ins & a lot more. **Step 1:** Navigate to **Forms & Pages > Forms** **Step 2:** Click on the green '+' button on the top right of your screen to create a new form. In the pop-up that appears, either select a template to start off with or click on 'Start from scratch.'
**Step 3:** Fill out the details under the 'Basic Info' and 'Configure' sections.
**Step 4:** Under the 'Create' section, drag-and-drop fields from the list on the right over to the form on the left. When you hover over a field box in your form, you'll see 5 icons: * The X icon will delete the field box form your form * The ✎ icon will allow you to edit the label and placeholder text, indicate whether or not a field box is required, and edit other options * The ❏ icon will allow you to duplicate the field box * The ↑ icon will allow you to move the field box up one spot * The ↓ icon will allow you to move the field box down one spot
**Step 5:** Once you are done creating the form, click the 'Save' button! # Customizing Design Once your form is saved, you can customize how it looks and add advanced behavior — including your own analytics, custom CSS for embed sizing, or JavaScript that pre-fills known visitors. To open the customization editor: 1. Go to **Forms & Pages → Forms**. 2. Click the **three dots** (⋮) or **gear icon** on the right of any form in the list. 3. Click **Customize Design**.
The editor has three sections: **Form Design**, **CSS**, and **Tracking Codes**. *** ## Form Design Visual customization. Add a background image, change the background/form/border/text colors, or add a logo.
For anything the visual editor doesn't cover, use the CSS section below. *** ## CSS Paste any custom CSS to further style your form. Common uses: * **Resize an embedded form or popup** — target the form container to control width, height, padding, and margins. * **Match your site's typography** — override the default font family, weight, and sizes. * **Style a specific field** — target individual field wrappers by class.
**Example: resize a form embedded on your homepage** ```css .gleantap-form-wrapper { max-width: 480px; margin: 0 auto; padding: 24px; } ``` **Example: override font** ```css .gleantap-form-wrapper, .gleantap-form-wrapper input, .gleantap-form-wrapper button { font-family: 'Inter', -apple-system, sans-serif; } ``` Save the form after any CSS change. It applies to every place the form is loaded — embed, standalone URL, and inside Pages. *** ## Tracking Codes Three separate boxes let you inject scripts at different points: | Box | Fires | Common uses | | ------------------- | ------------------------------------------------------ | -------------------------------------------------------------------------- | | **Head** | Loaded in the `` when the form renders | Google Analytics setup, Meta Pixel init, other analytics tags | | **Body** | Loaded at the bottom of `` when the form renders | Chat widgets, additional scripts, custom logic that needs the form DOM | | **Form Submission** | Fires when the visitor submits the form | Conversion events (GA event, Meta Pixel Lead event, Google Ads conversion) |
### Example: Google Analytics 4 tracking **In the Head box:** ```html ``` Replace `G-XXXXXXXXXX` with your GA4 Measurement ID. **In the Form Submission box** — fire a conversion event when someone submits: ```html ``` ### Example: Meta Pixel **In the Head box:** ```html ``` **In the Form Submission box:** ```html ``` ### Example: pre-filling known visitors (autofill) Gleantap doesn't automatically pre-fill fields for return visitors. If you want that behavior — e.g., for a QR code that a member scans repeatedly and you want their name and email pre-populated — you can add JavaScript in the **Body** box to detect a returning visitor and pre-fill fields. Two common patterns: **Pattern 1 — pre-fill from URL parameters.** Link to your form with query params like `?first_name=Alex&email=alex@example.com` (useful when you send a personalized link via email or SMS with merge tags). ```html ``` **Pattern 2 — pre-fill from localStorage.** Store what the visitor entered on their first submission; auto-fill next time on the same device. ```html ``` If you're not comfortable writing this yourself, email — we can help set it up. *** ## UTM parameters are captured automatically You don't need custom code for UTM tracking. When a form loads with `?utm_source=`, `?utm_medium=`, or `?utm_campaign=` in the URL, Gleantap automatically stores those values on the resulting contact — they show up in the contact's **Source** field. This means you can: * Link to the same form from multiple ad campaigns with different UTM values, and see which ad drove which lead. * Segment new contacts by acquisition source in **Audience → Segments**. * Report on lead volume by source in your dashboards. No configuration needed. If a form URL is `https://your.site/form?utm_source=facebook&utm_campaign=summer_promo`, the new contact's Source becomes `facebook` and the full UTM string is preserved for reporting. *** ## Where custom code applies Your customizations (design, CSS, tracking code) apply everywhere the form loads: * **Standalone form URL** — the direct link to the hosted form * **Embedded form** — when embedded via the embed code on your website * **Advanced Form block inside Pages** — the same form embedded in a Gleantap landing page You only need to configure the customization once per form. Save the form after your changes. *** ## Related pages * [Creating a Form](/forms/creating-a-form) * [Embedding Forms](/forms/embedding-forms) * [Adding Forms to Pages](/pages/adding-forms-to-pages) * [Trigger Flows or Campaigns](/forms/trigger-flows-or-campaigns) * [Notifications](/forms/notifications) # Embedding Forms After you save your form, you have the option to embed it onto your website. First, navigate to your form list under **Forms & Pages > Forms** and click on the three little dots for any form. Then, click the the 'Embed Code' option to view your embed options.
## Embed option To embed your code, copy the code under the 'Embed' tab.
## Simple HTML option To use Simple HTML, copy the code under the 'Simple HTML' tab.
# Notifications ## **How do I receive notifications when someone submits the form?** Once you have created a form, you will likely want someone on your team to receive notifications when that form is filled out. In order to do this, you will need to turn on notifications for that form. You can do so by navigating to your form list under **Forms & Pages > Forms** and clicking on the three little dots for any form. Then, select the 'Workflows' option.
In the pop-up that appears, turn on the option to notify internal users and add the email addresses you want notifications to be delivered to (be sure to separate emails with a comma!). You can also add an SMS or Email auto-response to those who fill out the form by turning on the option for it and adding the auto-response message.
# Trigger Flows or Campaigns ## **Can I use form submissions to trigger a campaign or create a task?** Yes, you can! Each time a form is created, the system automatically makes a Segment that collects all of the form submissions. To view this segment, you can either go to **Audience > Segments** and find it based on the name of the form. Or, you can navigate to **Forms & Pages > Forms** click on 'View Segment' from the three dots to the right of the form like you see below.
With that segment, you can trigger a task. Read more in the article linked below: {% content-ref url="/pages/4pGVs83IYn0JwzSlBTEs" %} [Automating Tasks](/tasks/automating-tasks) {% endcontent-ref %} Or, you can trigger a campaign. Read more in the articles linked below: {% content-ref url="/pages/r2JM9OAJ1oGNYGkeNWax" %} [Campaigns](/campaigns/send-your-first-blast) {% endcontent-ref %} ## Form Segments If you ever accidentally delete the segment that was automatically made or want to make a new segment to only see responses from a certain question, you can do that under **Audience > Segments**. Click on the green '+' button to start a new segment. Then, select 'Add Filter' and click on 'Forms' to see your options.
From there, you can select your group based on the form they filled out (or didn't fill out) along with how they answered a certain question. These options are generated directly from the form, so make sure your attributes are properly mapped.
# Popular Use Cases Cancellation Survey One common form you might want to create is a Survey. You can use Surveys for lots of different reasons, but primarily to get feedback from your customer base about a certain aspect of your offering. For this example, we'll be setting up a Cancellation Survey - something that would be sent after someone cancels their membership. The goal of this survey is to find out more why someone cancelled to hopefully prevent future cancellations. First, you'll want to go to **Forms and Pages > Forms** and click on the green '+' button to start a new form. In the pop-up that appears, select the 'Feedback Survey' option.
### Open-ended responses In the pre-built basic survey that opens, you can edit the following questions: These questions are open to written responses, which can be a good way to get feedback. If you want to edit the question, simply click on the ✎ icon to edit and make updates from this fly-out.
### Standardized responses However, if you want to standardize responses, you can use different sections like the Checkbox Group or Radio Group options. You can drag-and-drop these sections from the right side over to your form on the left. A **Checkbox Group** will allow the user to select multiple responses, which is good for a survey where you want to receive multiple responses from a pre-determined list. Here is how that will look to a user:
Here is how you can configure it:
**Radio Groups** only allow one response per question, which is likely more conducive to survey questions listing a scale of responses or from Poor to Good. Here is how it will look to a user:
Here is how to configure it:
By combining these different types of form questions, you can build a survey for just about any scenario. Ultimately, you will know what questions you want answered by your customer base, but this should give you a good start to begin building your survey. # Multi-Step Forms **1st form:** The first step needs to have a field to identify the user (such as 'email'). Add any other data fields you'd like to collect on the first step. Then, be sure to select the 'Redirect URL' option and paste in the link to the second step (you may need to save this form and come back and edit it once you've made the second form). **At the end of the URL, add** ?email={email} **to ensure the email address is passed along to the next step.**
### 2nd form: Like the first step, add the 'email' field and any other data fields you'd like to collect on the second step. Then, be sure to select the 'Redirect URL' option and paste in the link to the third step (you may need to save this form and come back and edit it once you've made the third form). **At the end of the URL, add** ?email={email} **to ensure the email address is passed along to the next step.**
After you have saved your second form, click on the 'Customize Design' option for the form. On the screen that appears, we'll want to add some code to ensure that the 'email' field box becomes hidden and gets filled with the email address passed along from the first step. **Additional CSS box:** .field-email{ display:none; } **Tracking code (inside \) box:** const queryString = window\.location.search; const urlParams = new URLSearchParams(queryString); const email = urlParams.get('email'); window\.onload = function() { document.getElementById('email').value = email; }
### 3rd form: Like before, add the 'email' field and any other data fields you'd like to collect on the third step. Since this is the final step, select the 'Confirmation Message' option.
After you have saved your third form, click on the 'Customize Design' option for the form. On the screen that appears, we'll want to add some code to ensure that the 'email' field box becomes hidden and gets filled with the email address passed along from the first step. **Additional CSS box:** .field-email{ display:none; } **Tracking code (inside \) box:** const queryString = window\.location.search; const urlParams = new URLSearchParams(queryString); const email = urlParams.get('email'); window\.onload = function() { document.getElementById('email').value = email; } If you'd like the page to refresh after 7 seconds to the first step upon submission, add this additional piece of code - *be sure to replace INSERTURLHERE with the URL to the first form!!* **Tracking code (on form submission) box:** setTimeout(() => { window\.location.href = 'INSERTURLHERE' }, "7000");
# Creating a Page Gleantap Pages can be used for lead capture, upsells, discounts, and more. **Step 1:** Navigate to **Forms & Pages > Pages** **Step 2:** Click on the green '+' button on the top right of your screen to create a new Page. In the page that appears, either select a template to start off with or click on 'Start from scratch.'
**Step 3:** After selecting a template, the page builder will load. Drag-and-drop the content blocks from the right side to your page on the left.
* **Content tab:** In this tab, you'll find options to add headings, text, images and more. If you want to embed a Gleantap Form on your page, use the 'Advanced Forms' option. * **Blocks tab:** In this tab, you'll find options to add rows with varying number of columns. If you're starting your page from scratch, you'll want to start off with this first. * **Body tab:** In this tab, you can adjust general details for your page, such as background color or image, content width & alignment, and fonts. * **Images tab:** In this tab, you can search for millions of images powered by Unsplash, Pexels, Pixabay. * **Uploads tab:** In this tab, you can upload images from your computer. The images you upload will be store in this tab for repeated use. **Step 4:** Once you are done creating your page, click the blue 'Save' button up at the top! # Customizing Design After you save your page, you have the option to customize it's design. To do so, navigate to your page list under **Forms & Pages > Pages** and click on the three little dots for any page. Then, click the the 'Customize Design' option.
## CSS If you want to further customize your page, feel free to add your own CSS code to the CSS section.
## JS If you have any JavaScript that you want to add to your page, add the code in the JS section.
## Tracking Codes If you have any tracking codes that you want to add to your page, add them in the Tracking Code section.
{% hint style="info" %} After customizing your page, don't forget to save your changes! {% endhint %} # Adding Forms to Pages You can embed any Gleantap form directly into a Gleantap landing page using the **Advanced Forms** content block in the page builder. ## Before you start Create the form and the page first: * **Create your form** under **Forms & Pages → Forms** — see [Creating a Form](/forms/creating-a-form). * **Create your page** under **Forms & Pages → Pages** — see [Creating a Page](/pages/creating-a-page). ## Adding the form **Step 1** — Open the page in the page builder. In the sidebar on the right, click the **Content** tab (not Design or Settings). The Content tab lists every block you can drag onto the page — including **Advanced Forms**. Drag **Advanced Forms** from the Content tab onto your page.
**Step 2** — Click the Advanced Form block you just added. Its properties open in the sidebar.
**Step 3** — Click the blue **Choose Form** button. A pop-up appears listing every form in your account. Select the one you want and click **Add**.
{% hint style="info" %} Click **Save** at the top of the page builder after any change. {% endhint %} *** ## Can't find the Advanced Forms block? The block is in the **Content** tab of the page-builder sidebar, not the Design or Settings tabs. If you're on the wrong tab you'll see layout blocks (headings, buttons, images) but no Advanced Forms option. If you've confirmed you're on the Content tab and Advanced Forms still doesn't appear, try: 1. **Refresh the page builder.** Occasionally the sidebar hasn't finished loading. 2. **Check whether at least one form exists** in **Forms & Pages → Forms**. The block relies on a form to embed. 3. **Try a different browser or an incognito window** in case a browser extension is blocking part of the sidebar. 4. **Contact** [**support@gleantap.com**](mailto:support@gleantap.com) if none of the above resolves it — include a screenshot of your Content tab. *** ## Styling and behavior of the embedded form The form you embed carries all of its own settings with it — visual design, CSS, tracking codes, and submit behavior. Configure those once on the form itself (see [Customizing Design](/forms/customizing-design)) and they apply everywhere the form is used, including inside Pages. ## Related pages * [Creating a Form](/forms/creating-a-form) * [Customizing Design](/forms/customizing-design) * [Creating a Page](/pages/creating-a-page) * [Customizing Design (Pages)](/pages/customizing-design) --- [Next Page](/llms-full.txt/1)