FAQ and troubleshooting

Here's a list of the most common questions or problems we get asked about:

I'm having trouble logging into the platform

Click the "Reset Password" button on the login screen and follow the steps from there.

Please note that the initial user activation link is different to the reset login and that the reset password relies on your email-sending configuration.

If you need any further assistance, please get in touch.

I exported an HTML file from another system and can’t upload it to Copilot.cx

Remove any tags and scripts in your exported HTML file. You can learn more about this here.

How do I know if the data in my system is reliable?

All the data shown in Copilot.cx is based on data from your own systems and servers. You can read more about validation and troubleshooting here.

How do I use personalization placeholders in Copilot.cx?

Copilot.cx has various placeholders you can use, such as first and last names, in the following configuration {{<element>|<placeholder>}}.

You can read more about using these options correctly here: Introduction to email editing in Copilot.cx.

How often does an end-user get a communication?

You can choose exactly when to address your users and how often. And you can also set limits by customizing our touchpoint policy.

My In-App message doesn't seem to be working.

If you don't receive your In-App messages, validate the proper In-App configuration.

Why do only some of my In-App messages have a semi-dark background?

 According to the standard guidelines for In-App messages, Android shows a semi-dark background, while iOS does not.