# Captivated

> Help Center for Captivated — the conversation management platform for business texting.

## Docs

- [Captivated Help Center](https://captivatedllc.mintlify.app/index.md): Everything you need to get the most out of Captivated — the conversation management platform for business texting.
- [Setting up Captivated for Success](https://captivatedllc.mintlify.app/getting-started/success-pt1.md): An onboarding video that walks new users through the basics of using Captivated.
- [Setting up My Profile](https://captivatedllc.mintlify.app/getting-started/setting-up-my-profile.md): Everything you need to set up your personal Captivated profile — photo, signature, schedule, notifications, away message, and contact card.
- [Texting Best Practices](https://captivatedllc.mintlify.app/getting-started/best-texting-practices-for-your-business.md): Best practices to help your business get started with texting customers through Captivated.
- [Texting Best Practices for your Dealership](https://captivatedllc.mintlify.app/getting-started/best-texting-practices-for-your-dealership.md): General and department-specific texting best practices for dealerships using Captivated.
- [Marketing your Texting Channel(s)](https://captivatedllc.mintlify.app/getting-started/marketing.md): Easy, effective ways to let your customers know they can text your business.
- [Logging in and out](https://captivatedllc.mintlify.app/getting-started/logging-in-to-captivated.md): How to log in and out of Captivated, including two-factor authentication and supported browsers.
- [Downloading the mobile app](https://captivatedllc.mintlify.app/getting-started/downloading-the-mobile-app.md): How to download and sign in to the Captivated mobile app so you can work from anywhere.
- [SMS Encoding and Special Characters](https://captivatedllc.mintlify.app/getting-started/sms-encoding-and-special-characters.md): Understand GSM-7 and Unicode SMS encoding and how special characters affect your message cost and length.
- [Message Segments](https://captivatedllc.mintlify.app/getting-started/message-segments.md): Learn what SMS message segments are, how encoding affects them, and how to minimize costs.
- [Sending a Text Message](https://captivatedllc.mintlify.app/features/sending-a-message.md): Learn how to send an outbound text message to a new or existing contact from Captivated.
- [Group Messaging](https://captivatedllc.mintlify.app/features/group-messaging.md): Send and receive group messages with up to 10 people in Captivated, initiated from the new message button or the contacts section.
- [Scheduling a Text Message](https://captivatedllc.mintlify.app/features/scheduling-a-message.md): How to schedule a text message to send at a future date and time, and view or cancel scheduled messages.
- [Sending Attachments](https://captivatedllc.mintlify.app/features/sending-attachments.md): Send photos, videos, and documents via text in Captivated.
- [Sending Voice Memos & File Attachments on the mobile app](https://captivatedllc.mintlify.app/features/voice-memos-files.md): How to record and send voice memos and attach files to conversations using the Captivated mobile app.
- [@mentions](https://captivatedllc.mintlify.app/features/mentions.md): Use @mentions to add any user or team to a conversation.
- [Internal Notes](https://captivatedllc.mintlify.app/features/adding-an-internal-note.md): Communicate internally with other Captivated users directly within a text message thread using internal notes.
- [Templates](https://captivatedllc.mintlify.app/features/templates.md): Create, share, send, edit, and archive templates to quickly send personalized messages to your contacts.
- [Announcements](https://captivatedllc.mintlify.app/features/announcements.md): Send a blind carbon copy message to a group of contacts using the announcement feature.
- [Setting your signature](https://captivatedllc.mintlify.app/features/setting-your-signature.md): How to configure your Captivated text message signature and choose when it is applied.
- [Conversation Actions](https://captivatedllc.mintlify.app/features/conversations-transferring.md): How to take, transfer, add members to, leave, join, and complete conversations in Captivated.
- [Completing, Joining & Leaving Conversations](https://captivatedllc.mintlify.app/features/closing-leaving-and-joining.md): How to complete (close) a conversation, and how joining or leaving a conversation affects notifications and routing.
- [Conversation Filtering and Advanced Search](https://captivatedllc.mintlify.app/features/conversation-filtering-and-searching.md): How to filter your conversation list by owner and status, and how to search and save advanced searches in Captivated.
- [Printing a Conversation Transcript](https://captivatedllc.mintlify.app/features/printing-a-conversation-transcript.md): Print a conversation transcript or download the entire conversation history as a PDF.
- [The Dashboard](https://captivatedllc.mintlify.app/features/the-dashboard.md): Overview of the General, Conversation, Workflows, and Payments dashboards for managers and administrators in Captivated.
- [Creating and editing contacts](https://captivatedllc.mintlify.app/features/creating-and-editing-contacts.md): Two ways to create and edit contacts in Captivated: using the green new message button or through the contacts section.
- [Importing Contacts](https://captivatedllc.mintlify.app/features/importing-contacts.md): How to prepare clean data and bulk import up to 10,000 contacts into Captivated as an administrator or authorized user.
- [Tagging Contacts & Tag Management](https://captivatedllc.mintlify.app/features/tagging-contacts.md): How to add, remove, merge, and bulk-apply tags to organize contacts and quickly find conversations in Captivated.
- [Archiving Contacts](https://captivatedllc.mintlify.app/features/archive-contacts.md): How to archive individual contacts to remove them from your contact list, and how to request bulk archiving from Captivated support.
- [Masking Numbers in your Contact List](https://captivatedllc.mintlify.app/features/masking-numbers.md): How to enable number masking to hide all but the last four digits of a contact's phone number in Captivated.
- [Contact Exchange Request](https://captivatedllc.mintlify.app/features/contact-exchange-request.md): Send your contact card, collect a recipient's contact info, and capture their opt-in in one exchange.
- [Sending your Contact Card / QR Code Registration](https://captivatedllc.mintlify.app/features/sending-your-contact-card.md): How to send, edit, and personalize your Captivated contact card, and use your registration link and QR code to gather opt-ins.
- [SMS Verification Lookup Badge](https://captivatedllc.mintlify.app/features/sms-verification.md): How Captivated's colored SMS verification badges indicate whether a contact's number can be texted.
- [Blocking/Unblocking a Contact](https://captivatedllc.mintlify.app/features/blocking-a-contact.md): Block unwanted messages from a contact or spammer, and unblock them to resume routing.
- [Opting out a Contact](https://captivatedllc.mintlify.app/features/opting-out.md): How contacts opt out of texting by replying "stop," how to manually opt out a contact, and how to opt back in.
- [Outbound Calling & Call Forwarding](https://captivatedllc.mintlify.app/features/outbound-calling.md): Set up call forwarding for your text line and make outbound calls from within Captivated.
- [Express Pay – Collect Payment via Bank (ACH) and Credit Card](https://captivatedllc.mintlify.app/features/express-pay.md): How to request and collect payments from customers via credit card or ACH, and manage them in the payments dashboard.
- [SMS Failed Message Indicator](https://captivatedllc.mintlify.app/features/sms-error-report.md): Use Captivated's failed message indicator to view the error code and reason behind a failed text message.
- [Automation Events & Workflows](https://captivatedllc.mintlify.app/premium-features/automation-events-workflows.md): How automation events trigger actions on specific events and how workflows add customizable conversation states to streamline your processes.
- [Google Reviews](https://captivatedllc.mintlify.app/premium-features/google-review-requests.md): How to request, track, and reward Google reviews from happy customers using Captivated's review request feature and dashboard.
- [Team Chat](https://captivatedllc.mintlify.app/premium-features/team-chat.md): How to use Captivated's internal team chat for one-on-one messages, group chats, and internal (BCC) announcements to your staff.
- [Secure Chat](https://captivatedllc.mintlify.app/premium-features/secure-chat.md): How to invite contacts to a secure, code-protected chat with no software required, and permanently delete secure conversations.
- [Video Chat](https://captivatedllc.mintlify.app/premium-features/secure-video-chat.md): Start a secure video chat with a customer via text invitation, with no app for them to download.
- [Text to Locate (Location Request)](https://captivatedllc.mintlify.app/premium-features/requesting-a-location.md): How to request a recipient's exact location by text and view it live on a map inline within the conversation.
- [Sending Forms / Form Pre-Fill](https://captivatedllc.mintlify.app/premium-features/requesting-a-form.md): How to send live forms via text, pre-fill fields on a contact's behalf, and view completed form responses inline and in the Forms Dashboard.
- [Custom Fields](https://captivatedllc.mintlify.app/premium-features/custom-fields.md): Use custom merge fields to communicate more specifically with your customers.
- [HubSpot Plugin](https://captivatedllc.mintlify.app/premium-features/hubspot-plugin.md): How Captivated's HubSpot Plugin lets you view conversations and send new SMS messages directly from the HubSpot contact record.
- [HubSpot Integration](https://captivatedllc.mintlify.app/premium-features/hubspot.md): Sync your HubSpot contacts with Captivated to keep records up to date, track conversations, display HubSpot properties, and use them in templates.
- [Administration Section Video Overview](https://captivatedllc.mintlify.app/administration/administration.md): An overview video of how administrators can manage users, teams, channels, queues, and settings in the Administration section.
- [Users](https://captivatedllc.mintlify.app/administration/admin-users.md): Add and manage users in Captivated, including role permissions, teams, queues, contact cards, and restoring deleted users.
- [Teams](https://captivatedllc.mintlify.app/administration/admin-teams.md): Create and manage teams, such as departments, and assign users and roles within each team.
- [Queues](https://captivatedllc.mintlify.app/administration/admin-queues.md): A Queue is a shared inbox where incoming messages route; learn how to manage queue status, hours, auto-replies, operators, sharing, and more.
- [Channels](https://captivatedllc.mintlify.app/administration/admin-channels.md): How to view, manage, share, and edit channels (phone numbers, widgets, forms, chats) and use registration links and QR codes to gather opt-ins.
- [Keyword Actions - Auto-replies and Tagging](https://captivatedllc.mintlify.app/administration/keyword-actions.md): Administrators can set up Keyword Actions that trigger auto-replies and add or remove contact tags when a keyword is texted to your number.
- [Account Usage](https://captivatedllc.mintlify.app/administration/admin-account-usage.md): View your account usage including messages, voice minutes, users, text lines, current balance, and invoices in the Account Usage section.
- [Account Contact Card](https://captivatedllc.mintlify.app/administration/admin-account-contact-card.md): How to preview and edit your organization's Account Contact Card, which populates new users' contact cards.
- [Google Chrome Extension](https://captivatedllc.mintlify.app/integrations/googlechromeextension.md): Download and install Captivated's Chrome extension to view conversations alongside your CRM and message customers from any web page.
- [HubSpot Integration](https://captivatedllc.mintlify.app/integrations/hubspot-integration.md): Sync your HubSpot contacts in Captivated to keep records current, track conversations, and integrate with HubSpot stages, campaigns, and workflows.
- [JotForm Integration for Form Requests](https://captivatedllc.mintlify.app/integrations/jotform-integration.md): Connect your JotForm account to Captivated to send live forms via text and receive completed submissions in your message thread.
- [Connecting Captivated to SA5](https://captivatedllc.mintlify.app/integrations/connecting-captivated-to-sa5.md): Add your API key and SMS number to Integrations setup in SA5, create templates, and send bulk texts from reports.
- [Exporting Customer List from SA5](https://captivatedllc.mintlify.app/integrations/exporting-customer-list-from-sa5.md): Learn how to export your customer list from Service Assistant 5 for import into Captivated.
- [Send Automotive Leads via ADF to your CRM](https://captivatedllc.mintlify.app/integrations/send-adf-leads.md): Manually send leads in ADF format from a Captivated conversation into your designated automotive CRM.
- [Google Tag Manager for your Website Widget](https://captivatedllc.mintlify.app/integrations/google-tag-manager.md): Install the Captivated Website Widget template in Google Tag Manager to track website widget activity and gather analytics.
- [Customize Website Widget (Text and Live Chat)](https://captivatedllc.mintlify.app/integrations/customize-website-widget.md): Admins can customize their website widget's color, shape, size, placement, text, icon, and live chat options.
- [Calendar & Scheduling](https://captivatedllc.mintlify.app/integrations/scheduling.md): Use Captivated's built-in calendar and scheduling tools to drive appointments, send reminders, and let customers book directly from your Google or Outlook calendar.
- [Virtual Door Knock](https://captivatedllc.mintlify.app/integrations/virtual-door-knock.md): Use geo-location technology to alert customers about service status while technicians are on their routes.
- [Quick User Switching](https://captivatedllc.mintlify.app/integrations/quick-user.md): A PIN-protected shared user seat that lets multiple people share one desktop login while maintaining accountability.
- [Contact Ownership](https://captivatedllc.mintlify.app/integrations/contact-ownership.md): Assign a contact owner to a contact manually or via import to organize your team's contact lists.
- [Two-factor Authentication (2FA)](https://captivatedllc.mintlify.app/integrations/two-factor-authentication-2fa.md): Enable two-factor authentication to add an extra layer of security to your Captivated account with an SMS code.
- [Love-Encore Scheduling FAQ](https://captivatedllc.mintlify.app/integrations/love-encore.md): Answers to common questions about rescheduling, canceling, blocking time, and managing Love-Encore redelivery appointments.
- [Where do my business texts route?](https://captivatedllc.mintlify.app/faq/message-routing-faqs.md): How incoming and outgoing messages are routed in Captivated, including after a conversation is completed.
- [Why can't I see new incoming messages?](https://captivatedllc.mintlify.app/faq/why-cant-i-see-new-incoming-messages.md): If you can't see new incoming messages, you may not be set up as a queue operator.
- [Why can't I complete a conversation?](https://captivatedllc.mintlify.app/faq/why-cant-i-complete-a-conversation.md): Only the owner of a conversation can complete it; others can leave the conversation or transfer ownership to themselves.
- [Why can't I see my entire team's conversations?](https://captivatedllc.mintlify.app/faq/why-cant-i-see-my-entire-teams-conversations.md): Adjust your conversation filter to 'Everyone's Conversations' and ensure you have Manager or Admin permissions to view your team's conversations.
- [I've read a text – why am I still seeing a badge count/notification?](https://captivatedllc.mintlify.app/faq/unreplied.md): Understanding unreplied conversation badges and how to filter and complete unreplied conversations.
- [Why is my message failing?](https://captivatedllc.mintlify.app/faq/failed-messages.md): Common reasons a text message fails to deliver in Captivated, from carrier spam flags and links to landlines and prohibited content.
- [How do I send messages to multiple contacts?](https://captivatedllc.mintlify.app/faq/announcements-2.md): Announcements let you send BCC texts to multiple recipients, with replies routed back into Captivated as individual conversations.
- [How do I import contacts?](https://captivatedllc.mintlify.app/faq/how-do-i-import-contacts.md): Where to find the importing contacts help article with video walkthroughs and step-by-step guides.
- [How do I change a contact's phone number?](https://captivatedllc.mintlify.app/faq/changing-a-contacts-phone-number.md): Where to find the guide for editing or deleting a contact's phone number in Captivated.
- [How do I delete a duplicate contact?](https://captivatedllc.mintlify.app/faq/archiving.md): How to remove a duplicate contact by archiving it from the Contacts section.
- [How do I block unwanted messages/spam?](https://captivatedllc.mintlify.app/faq/how-do-i-block-unwanted-messages-spam.md): Where to find the guide for blocking unwanted messages or spam from a contact in Captivated.
- [Adding a Profile Photo](https://captivatedllc.mintlify.app/faq/adding-a-profile-photo.md): How to upload, crop, and save a profile photo in your Captivated profile.
- [How can I set up an away message and forward messages while I'm OOO?](https://captivatedllc.mintlify.app/faq/away-message.md): How to configure an auto-reply away message and forward incoming messages to another user or queue while out of office.
- [How do I adjust my notifications?](https://captivatedllc.mintlify.app/faq/notifications.md): How to set your notification schedule and manage browser, email, and push notifications in Captivated.
- [How do I reset my password?](https://captivatedllc.mintlify.app/faq/resetting-your-password.md): Options for resetting your Captivated password via email, SMS, an administrator, or from within your profile.
- [Where can I see my account usage?](https://captivatedllc.mintlify.app/faq/where-can-i-see-my-account-usage.md): Where to find the account usage help article, including how to view usage and access your billing portal.
- [How do I update my billing information?](https://captivatedllc.mintlify.app/faq/how-do-i-update-my-billing-information.md): How to update the credit card on file for your Captivated subscription.
- [What do I do if I am changing my phone carrier/voice provider?](https://captivatedllc.mintlify.app/faq/what-do-i-do-if-i-am-changing-my-phone-carrier.md): Steps to minimize texting downtime with Captivated when porting your voice services to a new carrier.
- [What's New](https://captivatedllc.mintlify.app/updates/whats-new.md): The latest Captivated releases, product updates, and announcements.