Content Hub
1. I published an article but it's not showing on my website. What's wrong? Two conditions must both be true for an article to appear publicly: the Published toggle must be on, and the Published Date must be set to a time in the past or right now. If the date is in the future, the article is queued and will go live automatically at that time. Check both settings in the article editor.
2. Can I schedule an article to go live at a specific date and time? Yes. Turn on the Published toggle, then set the Published Date to any future date and time. The article will appear on your site automatically when that moment passes — no manual action needed.
3. Can I assign an article to more than one category? Yes. The category field in the article editor is a multi-select — you can assign an article to as many categories as are relevant. It will appear under each one.
4. How do I find a specific article quickly when I have a large list? Use the search bar at the top of the Articles page. It searches across article titles, body content, and category names. You can also use the Category filter dropdown to narrow the list to one or more specific categories. Both filters work together simultaneously.
5. What's the difference between List View and Category View? List View shows all articles in a single feed sorted by date. Category View groups articles into folder cards — one per category. Click a folder to see only the articles in that category. Category View is useful for auditing how content is distributed across your topics.
6. If I delete a category, will the articles inside it be deleted too? No. Deleting a category only removes the category itself. Articles assigned to it lose that tag but are not deleted. You can reassign them to a different category by editing each article.
7. How do I change the order articles appear in on my site? Articles are sorted by Published Date, newest first. To change which article appears at the top, adjust the Published Date of the articles you want to promote. There is no manual drag-to-reorder for articles.
8. What does "Draft" mean and can visitors see draft articles? Draft means the article's Published toggle is turned off. Draft articles are only visible to admins in the CMS — they never appear on the public website or app regardless of the Published Date.
FAQ Section
1. Every question requires a category — what if I haven't created any categories yet? You must create at least one category before you can add a question. Go to FAQ → Categories, click New, and create your first category. You can also create a category on the fly while adding a question by clicking the gear icon next to the Category field in the Add Question form.
2. Can one FAQ question belong to more than one category? Yes. The category field in the question form is a multi-select. Assign a question to multiple categories if it's relevant in more than one context — you only need to write it once.
3. How do I control the order questions appear in on my site? Click the Sort button on the Questions page to enter drag-and-drop mode. Drag questions into the order you want, then click Update Sort to save. Sort mode works independently in List View (global order) and inside each category folder in Category View.
4. Can I use formatting in FAQ answers — like bullet points or bold text? Yes. The Answer field uses a full rich text editor that supports bold, italic, headings, bullet lists, numbered lists, and links. Use formatting to make long answers easier to scan.
5. How do FAQ questions get displayed on a service or product page? FAQ questions don't attach to individual services or products directly — they attach at the category level. When editing a service category or product category, use the FAQ Categories field to link the relevant FAQ categories. Every service or product in that category will then display those questions on its detail page as an accordion.
6. I deleted a FAQ category. Did that delete the questions in it? No. Questions are not deleted when their category is removed. They lose that category tag but remain in the system. You can reassign them by editing each question and selecting a new category.
7. Can the FAQ section be turned off for a specific service even if its category has FAQ categories linked? Yes. In the service or product page widget settings, there is a Show FAQ toggle. Unchecking it hides the FAQ section on that specific detail page even if the category has FAQ categories linked.
8. Is there a limit to how many questions I can add? No hard limit. The list uses infinite scroll and loads questions in batches of 20 as you scroll, so large question sets are handled efficiently.
Photo Library
1. What image formats can I upload? The Photo Library accepts JPG, JPEG, PNG, GIF, SVG, and WebP files. The maximum file size per image is 20 MB. Images are automatically optimized before uploading to keep your site fast — if an image is still large after optimization, you'll see a confirmation prompt before it uploads.
2. Can I upload multiple photos at once? Yes. Click New to open the upload form, then either click Select Images or drag and drop a folder of images onto the dashed area. All selected files upload in one batch. At least one category must be selected before you can submit.
3. I accidentally uploaded a photo to the wrong category. How do I fix it? Click the edit (pencil) icon on the photo card to open the edit form, then update the Category field to the correct one. You can assign a photo to multiple categories or reassign it completely. Click Update to save.
4. How do I delete multiple photos at once? Click the checkbox on each photo card you want to remove (or click anywhere on the card while in selection mode). A Delete Selected (X) button appears in the header. Click it, review the list of photos to be deleted in the confirmation dialog, and click Delete X Photos to confirm. This action permanently removes the files from storage and cannot be undone.
5. Can I replace an uploaded photo with a newer version? No. The photo file itself cannot be replaced after upload — the edit form only allows updating the title, summary, and category. To use a newer version, delete the old photo and upload the new one, then update any pages or content that referenced the old image.
6. What's the difference between Category View and List View in the Photo Library? List View shows all photos in a single grid regardless of category. Category View groups photos into folder cards — click a folder to browse only the photos in that category. Use Category View to audit which folders are overfull, underfull, or empty.
7. How do I download a photo I uploaded? Click the download icon at the bottom of any photo card. The original file downloads to your device.
8. Why are some of my images blurry or lower quality after uploading? The platform automatically optimizes images to keep page load times fast — this reduces file size by scaling dimensions and compressing quality. If an image is still above the 200 KB target after optimization, you'll receive a prompt asking you to confirm before uploading. For images where sharpness is critical (like logos), use SVG or WebP formats, which are not optimized.
Video Library
1. What's the difference between adding a YouTube video and uploading a video file? YouTube videos are streamed directly from YouTube — they don't use your storage and are faster to add. Uploaded videos are stored on your platform's servers and are better for private, unlisted, or non-YouTube content. Both types appear identically in your video library and on your website.
2. What YouTube URL formats are supported? Standard watch links (youtube.com/watch?v=...), and embed URLs (youtube.com/embed/...) are all accepted. Paste any of these into the Video URL field and the system extracts the video ID automatically.
3. My uploaded video file won't upload. What could be wrong? Check two things: (1) the file format must be MP4, MOV, M4V, WebM, or AVI — other formats are not accepted; (2) the file must be under 50 MB. If your file is larger, compress it first or consider uploading to YouTube and using the URL option instead.
4. Can I replace an uploaded video file without losing the title and category? Yes. Click the edit icon on the video card to open the edit form. For uploaded videos, a Replace Video button appears — click it to swap in a new file. The title, summary, and category settings are preserved.
5. How do I delete several videos at once? Click the checkboxes on the video cards you want to remove. A Delete Selected (X) button appears in the header. Click it, confirm the list of videos in the dialog, and click Delete X Videos. For uploaded videos, the files are permanently removed from storage.
6. Can I download a YouTube video from the library? No. YouTube videos cannot be downloaded — they are streamed from YouTube and no file is stored on your platform. Only uploaded video files have a Download button.
7. Where do thumbnail images come from for each video type? YouTube videos use the video's own thumbnail from YouTube automatically — you don't need to set one. For uploaded videos, the first frame of the video is used as the preview in the card. There is no manual thumbnail upload for either type.
8. How do I control the order videos appear on my site? The Video Library does not have a drag-to-reorder Sort feature like some other sections. Video order on your site is controlled by the widget configuration on each page.
Services
1. I created a service but it doesn't appear in the booking system. What's missing? Check three things: (1) the Available to book checkbox in the service editor sidebar must be checked; (2) the service's category must be added to Booking Settings → Service Categories; (3) at least one staff member must be assigned to this service (if staff is enabled). All three conditions must be met.
2. Can a service belong to more than one category? Yes. The category field in the service editor is a multi-select. Assign the service to all relevant categories — it will appear under each one on your site.
3. What are Custom Fields and when should I use them? Custom Fields capture structured information specific to a category — for example, a "Vehicle Type" dropdown on an automotive category or a "Skin Type" radio field on a spa category. They are defined in Services → Custom Fields, attached to a category, and then appear automatically on every service in that category. Use them when different services genuinely need different data captured.
4. How do I set up a discounted price for a service? In the service editor sidebar, find the Duration, Price & Discount section. Check Apply Discount — a Disc. Price field will appear. Enter the discounted amount. The original price will display with a strikethrough on the public service page.
5. Can customers pay for a service using loyalty points? Yes, if the points system is enabled for your account. In the service editor sidebar, check Can be purchased by points and enter the number of Required Points. You can also set Points Earned so customers earn points when they book the service.
6. How do I control which order services appear in on my site? Click the Sort button on the Services list page to enter drag-and-drop mode. Arrange services in the order you want, then click Update Sort to save. Sort mode works in both List View and within individual category folders in Category View.
7. How do I link FAQ questions to a service? FAQ questions are not linked to individual services — they are linked at the category level. Edit the service category and use the FAQ Categories field to attach the relevant FAQ category. Every service in that category will display those questions on its detail page.
8. Can I add a gallery of photos to a service? Yes. The service editor has a Photo Album section in the main content area. Click Add Photo to select images from your media library. Drag thumbnails to reorder them. These photos appear as a gallery on the service's public detail page.
9. What does "Type" (Circle vs. Square) do in the service editor? It controls the shape of the service icon or image thumbnail as it appears in lists and cards on your website — either a circular crop or a square crop. Choose whichever fits your site design better.
Locations
1. How many locations can I add? There is no built-in limit. Add as many locations as your business operates from.
2. Can different locations have different opening hours? Yes. Each location stores its own Working Hours independently, including its own Time Zone. Changing hours for one location has no effect on any other. A downtown office can have different hours than a suburban branch.
3. Why does the address field require me to select from a dropdown instead of just typing? The address field uses Google Places autocomplete to ensure the address is valid and includes precise geographic coordinates (latitude and longitude). These coordinates are used to display a map on your site. Typing a free-form address without selecting a suggestion will not be accepted.
4. At least one staff member is required — what if I haven't created staff yet? You need to have Staff user accounts set up in the Users section before you can assign staff to a location. Create the staff user accounts first, then return to Locations and add or edit the location to assign them.
5. Can the same staff member be assigned to multiple locations? Yes. A staff member can be assigned to as many locations as they work at. When a customer books an appointment, they can choose the location, and only the staff assigned to that location will appear as available.
6. How do I change the order locations appear on my site? Click Sort on the Locations page, drag locations into the desired order, and click Update Sort to save.
7. What happens if I delete a location? The location record is permanently removed. Services that were assigned to that location will lose the association, and staff who were assigned to that location will no longer appear as available there. Before deleting, consider whether any active bookings are tied to that location.
8. Can I show a map of the location on the public site? Yes. The location's address coordinates are stored automatically when you select the address from autocomplete. The GoogleMap widget on your website pages uses these coordinates to render an interactive map. No extra configuration is needed in the location settings.
Appointments
1. How do I create a booking for a walk-in customer who doesn't have an account? When creating a new appointment, check the Walk-in checkbox. The customer dropdown is replaced with an optional Walk-in Name text field — you can enter their name or leave it blank for a fully anonymous walk-in. The booking is logged normally on the calendar.
2. Can a customer book more than one service at a time? Only if Enable Multiple Services is turned on in Booking Settings → General. When enabled, staff can select multiple services per appointment and the total duration is calculated automatically from all selected services.
3. How do I reschedule an existing appointment? Click the appointment on the calendar to open its details. Change the date, start time, or assigned staff, then click Update. The system automatically sends a rescheduling notification to the customer and the newly assigned staff member.
4. What's the difference between office working hours and staff working hours? Office working hours (Booking Settings → Working Hours) is the default schedule applied to all appointments when staff-level scheduling is not used. Staff working hours (set individually on each Staff user in the Users section) override the office hours for that specific person. Enable the Use staff working hours toggle in Booking Settings to activate per-staff schedules.
5. How do I export appointment data to a spreadsheet? On the Calendar page, set a Start Date and End Date using the pickers in the header, then click Export Excel. The file includes every appointment in that range with full detail: customer, staff, service, date, time, payment, promo code, tax, total, points, and card details.
6. A staff member is on vacation — how do I make sure they don't get new bookings during that time? Use the Time Off feature. Click the Time Off button at the top of the Calendar page, select the staff member, set the date range and times, and click Submit. The system blocks those slots from being booked online and shows an "Out of Office" event on the calendar.
7. What are Policies and where do they appear? Policies are written documents (such as cancellation terms) that you create in Appointments → Policies. They are then attached to service categories — every service in that category displays the linked policies on its booking page so customers see the terms before confirming.
8. Can I see only one staff member's appointments at a time? Yes. Use the Staff filter dropdown at the top of the Calendar page to select a specific staff member. The calendar will show only their appointments and time-off blocks. Clear the filter to return to the full view.
9. How do I record that an appointment was paid in person rather than online? When creating or editing an appointment, the payment method is recorded as it was provided — online payments are captured automatically through Stripe. If a customer pays in person, the appointment detail view will show "Pay In-Person" in orange as the payment status. This is set during the booking flow, not manually changed after the fact.
Team Members
1. What's the difference between a Team Member profile and a Staff user account? A Team Member profile (in the Team Members section) is a public-facing bio page shown to your website visitors — it includes a photo, biography, social links, and a gallery. A Staff user account (in the Users section) is a login credential that allows the person to access the admin dashboard. The two can be linked using the Booking Button field in the team member editor, connecting the public profile to their booking account.
2. Is a profile picture required for team members? Yes. A profile picture is required before a team member profile can be saved. It must be selected from your media library and must be under 1 MB. At least one photo album image is also required.
3. What's the difference between the Profile Picture and the Photo Album? The Profile Picture is the primary headshot shown in team member cards and lists across your site. The Photo Album is a gallery of additional images displayed on the team member's full detail page — useful for showcasing work, certifications, or event photos.
4. Can a team member be assigned to more than one category? Yes. The category field is a multi-select. Assigning a team member to multiple categories (e.g., "General Dentistry" and "Cosmetic Dentistry") means they appear in all those category groupings on your site and in Category View in the dashboard.
5. What are Custom Fields for team members? Custom Fields let you capture structured information that varies by category — for example, a "Years of Experience" dropdown on a medical staff category, or a "Certifications" multiple-choice on a fitness trainer category. They are defined in Team Members → Custom Fields, attached to a category, and appear automatically on every team member in that category.
6. The Booking Button is enabled but clicking it on the site doesn't link to the right staff member. What's wrong? The Booking Button feature requires the team member profile to be linked to a specific user account. In the team member editor, under Booking Button, make sure a User Account is selected from the dropdown. This dropdown lists users with the Staff role — the selected account is the one whose booking availability is used.
7. How do I control which order team members appear on my site? Click Sort on the Members page, drag profiles into the order you want, then click Update Sort. You can also reorder within a specific category by switching to Category View, selecting the folder, and using Sort within it.
8. Can I hide a team member from the public site without deleting their profile? There is no draft or hidden toggle for team member profiles. If you need to temporarily remove someone from public view, the cleanest approach is to remove them from all categories — without a category assignment they won't appear in any category-filtered views. Deleting and recreating would cause data loss, so category removal is preferable for temporary situations.
E-Commerce
1. A product shows "Out of Stock" even though I have inventory. How do I fix it? Open the product editor and check that In Stock is checked in the sidebar. If it is, verify that Items in Inventory is a number greater than zero. Both conditions must be true for the product to show as available. If you're not using Stripe, use the Purchase URL field instead — stock management only applies to Stripe-connected stores.
2. How do I apply a discount to a product? Open the product editor, find the Pricing section in the sidebar, and check Apply Discount. A Discount Price field appears — enter the sale price. The original price automatically displays with a strikethrough on the product card and page.
3. Can I sell subscriptions / recurring products? Yes, if Stripe is connected. In the product editor sidebar, check Recurring Subscription and choose a billing interval: Weekly, Monthly, or Yearly. The product will be set up as a recurring charge in Stripe. Points earned are also applied per billing period for subscription products.
4. How do I update an order status after it's been placed? Open the order from the Orders page and click Update Status in the order detail view. Select the new status from the color-coded options (Processing, Shipped, Delivered, Picked Up, Returned). The customer is notified automatically when the status changes.
5. A customer paid with points and I don't see a dollar amount for the order. Is that a bug? No. When an order is fully paid with loyalty points, the order total shows "Used Points" instead of a currency amount, and individual line items show a green "Points" badge. There is no card charge associated with these orders, so no amount is shown.
6. How do I send an invoice to a customer after they place an order? Open the order from the Orders page. At the bottom of the Payment Summary section in the order detail view, click Send Invoice Email. This sends the invoice to the customer's registered email address. A loading indicator appears while the email is being sent.
7. Can I export my sales data to a spreadsheet? Yes. On the Orders page, set a Start Date and End Date in the header, then click Export Excel. The file includes one row per order with columns for customer name, products, quantities, prices, promo codes, discounts, tax, shipping, total, payment method, card details, and points.
8. What's the Hover Image on a product used for? The Hover Image is a second image that appears when a visitor hovers their cursor over the product card on your website. It's commonly used to show an alternate view — the back of a garment, an open package, or a different color option — to give customers more context before clicking into the product detail page.
9. How do Custom Fields work in e-commerce? Custom Fields are defined in E-Commerce → Custom Fields and attached to product categories. Every product in that category will show those fields in its editor. Use them for structured attributes that vary by category — for example, a "Size" dropdown on clothing or a "Flavour" checkbox group on food products.
Policies
1. Where do customers see the policies I create? Policies appear on service detail pages and product detail pages — not as standalone pages. They are attached at the category level: when you edit a service category or product category, use the Policies field to link the relevant policies. Every service or product in that category will display the linked policies.
2. Can I attach more than one policy to a category? Yes. The Policies field in the category editor is a multi-select. For example, you could attach both a "Cancellation Policy" and a "Health & Safety Policy" to the same category so customers see both before booking.
3. Can I use the same policy across multiple categories? Yes. Create the policy once and attach it to as many service or product categories as needed. If the policy text changes, updating it in one place updates it everywhere it's linked.
4. Is there a character limit or length restriction on policy content? No. The Body field uses a full rich text editor with no length limit. For long policies, use headings and bullet lists to break the content into readable sections.
5. If I delete a policy, what happens to the categories it was attached to? Deleting a policy removes it from the system and from all categories it was linked to. Those categories will no longer display that policy. If the policy is still relevant, edit it rather than deleting it.
6. Can I format policy text with headings and bullet points? Yes. The Body field in the policy editor is a full rich text editor. You can apply bold, italic, headings, bullet lists, numbered lists, and links — use these to make policies scannable and easy to understand.
7. Is there a way to preview how a policy looks before publishing it? There is no standalone preview for policies. To see how it looks in context, view the public detail page of a service or product that has the policy attached.
Support Portal
1. How do I create a support ticket on behalf of a customer? Click New Ticket at the top of the Support Portal. Enter a subject, optionally assign a staff member as the case owner, and select the customer from the Recipient dropdown. Click Create Ticket to open the conversation.
2. Can I attach files to a support message? Yes. Click the paperclip icon in the compose bar to attach images (JPG, PNG, GIF, WEBP) or documents (PDF, Word, Excel, PowerPoint). Maximum file size is 10 MB per file, and up to 10 files can be attached to a single message.
3. What does archiving a ticket do? Archiving moves the ticket from the Open tab to the Closed tab. No data is deleted. The conversation becomes read-only — no new messages can be sent until the ticket is reopened. To reopen, switch to the Closed tab, select the ticket, and click the green Reopen button.
4. I sent a message with a typo. Can I edit it? Yes. Hover over the message (or long-press on mobile) to reveal the message menu, then click Edit. You can edit a message within 5 hours of sending it. After saving, an "edited" label appears next to the timestamp. Admins can edit any staff message regardless of the time window.
5. How do I send a form to a customer through a ticket? Click the Send a Form button (document icon) in the compose bar. Search for the form you want and click it to send. The customer receives a message card with a Fill Form button. Once they submit it, the card updates to show the submission status, and you can view their responses directly in the ticket.
6. How do I see all the files that have been shared in a conversation? Click the Attachments button in the conversation header. This opens a dialog with three tabs: Images (a grid of all photos shared), Documents (all files with download buttons), and Forms (all form requests and their submission status).
7. Can I filter tickets to see only those assigned to a specific staff member? Yes. Admins see a Filter by staff dropdown above the ticket list. Select a staff member to show only their assigned tickets. Leave it on "All staff" to see every open or closed ticket.
8. What happens to unread messages when I'm already viewing a ticket? If you have a ticket open, any new messages that arrive are automatically marked as read. The unread indicator (blue border and dot) only appears on tickets you haven't opened yet — it will not show on the ticket currently active on your screen.
Forms
1. What field types are available in the form builder? Ten types: Text Field, Text Area, Email, Phone, Checkboxes, Single Choice (radio buttons), Dropdown, Date Picker, Time Picker, and File Upload. Each type has its own configuration options accessible by expanding the field in the canvas.
2. How do I make a field required? Expand the field in the canvas by clicking the arrow on its card. Scroll to the Required toggle at the bottom of the field settings and switch it on. Required fields must be filled before the form can be submitted, and they display an asterisk if that option is enabled in the widget settings.
3. What is conditional logic and how does I set it up? Conditional logic lets you show or hide a field based on what a respondent selects in another field. Expand the field you want to conditionally show, scroll to the Conditional logic section, and add a condition: select the source field (a dropdown, radio, or checkbox field) and which option triggers visibility. You can add multiple conditions and choose whether Any or All must match.
4. How do I restrict what file types can be uploaded in a File Upload field? Expand the File Upload field and find the Allowed Extensions setting. Type an extension (e.g., pdf) and click Add. Repeat for each format you want to allow. Leave it empty to accept any file type. You can also set a Max File Size from 0.1 to 20 MB.
5. How do I get notified by email when someone submits a form? In the Form Widget settings on your page editor, enable Send Email and add recipients from your user list or enter external email addresses in the Other Email Addresses field. Email notifications require SMTP to be configured in General Settings → Email Integration.
6. Can form submission emails be routed to different people based on what the respondent selects? Yes. Enable Send Email in the widget settings, then check Send to recipients based on selected answer. Select the routing field (a dropdown, radio, or checkbox), then assign different recipient email addresses for each option. This is useful for intake forms where different responses should go to different departments.
7. How do I export all form responses to a spreadsheet? Click the submissions badge on the form card to open the submissions view, then click Export Excel. The file includes one row per submission with columns for the submission date and every form field. Array values like checkboxes are exported as comma-separated text.
8. I duplicated a form — what gets copied? Everything: all fields, field types, options, required settings, conditional logic, placeholder text, help text, and the web layout configuration. Only the title is the same — rename the duplicate before making changes to avoid confusion.
9. Can I delete a single submission without deleting the whole form? Yes. In the submissions grid, click the delete icon on the left side of any row. A confirmation dialog warns that any uploaded files attached to that submission will also be permanently removed.
AI Hub
1. The AI assistant is giving incorrect answers. How do I fix it? The assistant answers exclusively from the PDF document you uploaded as its knowledge source. If answers are wrong or outdated, update the PDF with accurate information and re-upload it in AI Hub → Document Source. The assistant has no access to any other source and cannot invent information outside the document.
2. Can I use the AI assistant on a website outside my UnifyDesk site? Yes. Enable External Website Embed in AI Hub Settings, add the external site's full HTTPS URL to Allowed Domains, then copy the Embed Script tag and paste it into the <head> of that external website. Only domains on the allowed list can load the assistant — all others will be blocked.
3. What is the System Message and should I change it? The System Message is the full instruction set that controls how the assistant behaves — its tone, what it can and cannot say, how it handles unknown questions, and what language it responds in. The default is a carefully written prompt designed for professional use. Only edit it if you understand prompt engineering and need to customize the assistant's behavior significantly.
4. What's the difference between Local, Session, and Memory storage modes? These control where the chat history is saved in the visitor's browser. Local persists history even after closing the browser — returning visitors pick up where they left off. Session clears history when the browser tab is closed. Memory clears history the moment the visitor refreshes the page. Session is a good default for most use cases.
5. What does the Context Window Length setting do? It sets how many previous messages the assistant considers when generating each reply. A higher number gives the assistant more context for follow-up questions but may increase response time. The default is 10. Setting it to 0 means the assistant treats every message as a fresh question with no memory of the conversation.
6. Can I use a custom image as the chat launcher button? Yes. In the Chat Button section of AI Hub Settings, set Button Style to Image, then click Select Image to choose a photo from your media library. A live preview shows exactly how the button will look before you save.
7. What should I put in the knowledge base PDF? Include anything a visitor might ask: service descriptions, pricing, hours, location details, FAQs, policies, staff information, and how-to guides. Organize the document with clear headings and concise language. The better structured and more accurate the document, the more reliable the assistant's answers will be.
8. The assistant shows an error message instead of a response. What's wrong? This usually means the Webhook URL is unreachable, the request timed out, or the backend returned an error. Check that the webhook URL is correct and the backend service is running. You can increase the Request Timeout setting if the backend is slow to respond. The error message shown to visitors is customizable in the Error Fallback Message field.
General Settings
1. I updated a setting but after refreshing the page it reverted. What happened? All settings pages require you to click Update in the sticky header to save changes. If you navigated away or closed the browser before clicking Update, your edits were discarded. The header shows "Unsaved changes" as a reminder — always click Update before leaving the page.
2. How do I connect Stripe to accept online payments? Go to General Settings → Stripe Integration, check Enable Stripe Payment, and enter your Publishable Key, Secret Key, and Webhook secret from your Stripe dashboard. Select your Country and Currency, set your Tax rate if applicable, and click Update. Your product catalog will sync with Stripe automatically.
3. My emails aren't being sent. How do I troubleshoot? Go to General Settings → Email Integration. Verify that Enable Email Integration is checked and that all SMTP fields are filled in correctly — host, port, encryption, username, and password. Use the Send Test Email feature: enter a recipient address and click the button. If no email arrives, double-check your SMTP credentials with your mail provider and ensure the port and encryption settings match their requirements.
4. How do I add Google Analytics to my website? Go to Web Settings → Meta Data tab. Enter your GA4 measurement ID (format: G-XXXXXXXXXX) in the Google Analytics Code field and click Update. Tracking will begin on your next page visit — there is no additional code installation needed.
5. How do I connect a custom domain to my website? Go to Web Settings → Domain tab. Enter your domain in the domain field and click Connect. The platform will provide the DNS records you need to add at your domain registrar (A, AAAA, CNAME, or TXT records). After adding them, click Refresh Status to check propagation. DNS changes can take up to 48 hours to take full effect.
6. Can I inject custom code or tracking scripts into my website? Yes. Go to Web Settings → Custom Code tab. Use the Custom Head HTML editor for scripts that must load in the <head> (meta tags, tracking pixels), Custom Body HTML for scripts that should load at the end of the <body> (chat widgets, analytics), and Custom CSS for site-wide style overrides. All three editors support syntax highlighting.
7. How do I customize the emails my platform sends — like booking confirmations? Go to General Settings → Email Templates tab (requires Email Integration to be enabled). Select a template from the dropdown (e.g., "Appointment Booked"), customize the Subject and Body using the rich text editor, insert dynamic tokens like {{firstName}} or invoice links, choose an Email Layout, set your brand colors, and click Update.
8. How do I change my website's favicon — the small icon in browser tabs? Go to Web Settings → Branding tab. In the Favicon section, click the upload area to choose an image from your media library. The recommended size is at least 48×48 pixels and it should be a square image. Click Update to save.
9. Can I set my website to a language other than English? Yes. Go to Web Settings → Meta Data tab and use the Site Language dropdown. Seventeen languages are available including English, French, Spanish, German, Arabic, Persian, Chinese, Japanese, Korean, and more. This sets the HTML lang attribute used by browsers, screen readers, and search engines.
Users
1. What's the difference between deactivating and deleting a user? Deactivating sets the account status to inactive — the user cannot log in, but all their data (bookings, orders, messages, points) is preserved. You can reactivate them at any time. Deleting (soft delete) marks the account as deleted and makes the detail panel read-only. A subsequent Remove User Data action permanently wipes all their data and cannot be undone. When in doubt, deactivate rather than delete.
2. How does a new user set their password? When you create a user, the system automatically sends them a password setup email with a link to choose their password. If they didn't receive it, use the Reset Password option from the three-dot menu on their user card — this resends the link immediately.
3. Can I change a user's email address? Yes. Open the user's detail panel, update the Email field, and click Update. The change updates their login email in the authentication system. The user will need to sign in again with the new address and verify it. A helper note appears in the panel when you change the email field to remind you of this.
4. What roles can I assign, and does it depend on my own role? Role options are filtered based on your own access level. Super Admins can assign any role including Super Admin. Admins can assign Admin, Staff, and User roles — but not Super Admin. The role dropdown only shows the options you're permitted to assign.
5. How do I manually adjust a user's loyalty points balance? Click the three-dot menu on the user card and select Set Points, or open the user detail panel and click the Set Points button in the User Points section. Enter the new balance in the dialog and click Update. Note that this sets the balance to the number you enter — it does not add to the existing balance. Calculate the new total yourself if you're adding points.
6. Can I export my user list to a spreadsheet? Yes. Use the User Types dropdown next to the Export button to select which roles to include, then click Export Excel. The file includes first name, last name, email, phone, points balance, role, and registration date for every matching user. The filename is automatically timestamped.
7. I need to assign a staff member to specific services. Where do I do that? Open the staff member's detail panel by clicking Manage on their user card. In the Services section, use the multi-select dropdown to choose which services they can be booked for. This section only appears for Admin and Staff role users.
8. Can I set different working hours for each staff member? Yes. Open the staff member's detail panel and go to the Working Hours section (visible for Admin and Staff roles). Enable each working day with the checkbox and set the start and end times. These individual hours override the global office schedule when Use staff working hours is enabled in Booking Settings → Working Hours.
9. How do I find a specific user quickly in a large list? Use the search bar at the top of the Users page — it searches by first name, last name, and email simultaneously. You can also use the role tabs (Super Admins, Admin, Staff, Users) to narrow the list to a specific role before searching.