Frequently Asked Questions

Common Topics

Problem: Your inbox is empty, you’re not seeing the right playbooks, or you’re not seeing any playbooks at all.

Who to talk to: Your Pocus Admin
Why this happens: If you’re a new user on Pocus, or if you’ve recently moved to a new team, you may still need to be assigned to that team (or goal) on Pocus. Once that’s done, your inbox should automatically update to show your accounts and contacts that qualify for an action.
What to do: Ask your Pocus Admin to assign you to the teams and/or goals you need.

Problem: My inbox was full yesterday, but today it’s completely empty. What’s going on?

Who to talk to: Your Pocus Admin
Why this happens: It could be for a few reasons. If you’re not assigned to any Playbooks, your inbox won’t have anything to populate with. It’s also possible that your Playbooks are not finding leads for another reason (e.g. The goal for the Playbook no longer has any eligible accounts).
What to do: Ask your Pocus Admin to take a look at your team assignments to make sure you’ve got access to the Playbooks you need.

Problem: I want to see details about a lead’s recent activity in the Drilldown but it isn’t there. How do I add it?

Who to talk to: Pocus Admin
Why this happens: Drilldowns are highly customizable, so there’s a good chance you’ll eventually want to see new, or different, data in there.
What to do: Luckily, we’ve got documentation on how to edit Drilldowns, but your Pocus Admin should also be able to help you with this if you need more support!

Problem: I don’t understand what “X” data means in the Drilldown, or how it is determined.

Who to talk to: Pocus Admin or your in-house Data Manager.
Why this happens: Pocus uses your company’s data, whether we integrate with your CRM, your Data Warehouse, or both. While some things you see may be derived from your data (e.g. Signals) - it’s all ultimately sourced from data pulled in from whatever integrations have been configured for your Workspace.
What to do: Speaking with your Pocus Admin and/or your data contact can help clear up any questions or confusion about your data and how it’s being presented to you in Pocus.

Problem: I want to add/remove columns from my List. How can I go about reorganizing it?

Who to talk to: N/A
Why this happens: Company-wide Lists may have specific fields shown for internal reasons. Depending on your specific needs, you may want more flexibility in what data you see.
What to do: Check out our documentation! You can click on the three dots (#5 in the docs) and duplicate a Company List for your own needs. Once duplicated, it becomes a Personal List that you can manipulate to your heart’s content!

Problem: How do I add a Field to my List? Or an Action? What if I want to Sort it for “X”?

Who to talk to: N/A
Why this happens: Lists are powerful tools that can help you stay on top of your leads and accounts, so there are a lot of features packed in there that you may not have used before!
What to do: Check out our documentation on Fields, Actions, and Sorting! We’ve also got some great video tutorials too!

Problem: How do I make a personal/company List? What’s the difference?

Who to talk to: N/A
Why this happens: When creating a new List, you have the option of making it a Personal List (accessible only to you) and a Company List.
What to do: Check out our documentation

Problem: I made changes to a Company List but they didn’t save - why is that?

Who to talk to: N/A
Why this happens: Company Lists require that a user have certain permissions before they can make permanent changes to a List.
What to do: If you’re certain that you should have the permissions required to make changes to the List, contact your Pocus Admin to make sure you do. You can make a duplicate of the Company List (with the duplicate becoming a Personal List), and make whatever changes you wish. Here’s a video showing exactly how to do that, plus some other helpful info on Lists.

Problem: I don’t see any AI Alert notifications in my inbox. What’s going on?

Who to talk to: The Pocus team via your ext-customer Slack channel
Why this happens: It’s very likely an environment configuration issue, and we’ll need to take a look at the Pocus side of things to make sure you (and your team) have the user privileges you need to access AI Strategy.
What to do: Send a message to the Slack channel letting us know what’s going on, and a TSE will follow up with you ASAP.

Problem: I’m experiencing “X” behaviour, error, bug when using Pocus.

Who to talk to: The Pocus team via your ext-customer Slack channel
Why this happens: It could be anything from something relating to your workspace configuration to a hiccup in the magic that makes Pocus work. Either way, the TSE team will be able to help get to the heart of the issue toot-suite, and get you back on track ASAP.
What to do: Send a message to the Slack channel with a description of your issue. The more info, the better! What were you trying to do when you experienced the issue? Is it possible to screenshot the behaviour? Has anyone else on your team encountered the same problem? Does the problem persist even after refreshing the page? The more context we have the quicker we can get up to speed on the problem.

Problem: Something was updated in our data warehouse, when will I see it in Pocus?

Who to talk to: The Pocus team via your ext-customer Slack channel
Why this happens: Pocus pulls data at regular intervals (often once per day, but there are exceptions). If you know that data has changed, and you aren’t seeing this change reflected in your Pocus Workspace, there is a good chance that the interval is the culprit
What to do: If it’s been less than a day, it may be a matter of waiting for the Workspace to refresh. If it’s been longer, contact a TSE with details about the data and they can start drilling down on the issue.