Conversations & Messaging
Troubleshoot common issues with conversations, message delivery, and routing.How Does Message Routing Work?
Learn how incoming messages are assigned to users, teams, and queues.
Why Can't I See New Incoming Messages?
Troubleshoot why new messages may not appear in your conversations.
Why Can't I Complete a Conversation?
Troubleshoot issues with completing conversations.
Why Can't I See My Team's Conversations?
Understand how user permissions and conversation access affect what you can see.
Unreplied Conversations
Learn how Captivated identifies conversations waiting for a response.
Why Did My Message Fail?
Understand common reasons messages fail and how to resolve delivery issues.
Announcement FAQs
Find answers to common questions about sending and managing announcements.
Contacts
Find answers to common questions about managing customer contacts.How Do I Import Contacts?
Learn how to add multiple contacts to Captivated.
Changing a Contact's Phone Number
Learn how to update a contact’s phone number in Captivated.
How Do I Archive a Contact?
Learn how to archive contacts you no longer need in your active list.
How Do I Block Unwanted Messages?
Learn how to block spam and unwanted messages.
Profile & Notifications
Manage your personal settings and notification preferences.Adding a Profile Photo
Add or update your Captivated profile picture.
How Do I Set an Away Message?
Set up an automatic reply for customers who message you while you’re unavailable.
Managing Notifications
Customize when and how you receive Captivated notifications.
Resetting Your Password
Learn how to reset your Captivated password.
Billing & Account Usage
View your messaging usage, account activity, and billing details.Where Can I See My Account Usage?
Find your messaging usage, account activity, and usage details.
How Do I Update My Billing Information?
Learn how to update your billing and payment details.
Phone & Carrier Questions
Find answers to questions about phone numbers and carrier changes.What If I'm Changing My Phone Carrier?
Learn what to consider when changing carriers to avoid disruptions to your business texting.