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1. Why is the lead routing not equal amongst the salespersons?
2. I have good network connection, why is my app status "Connecting"?
3. Why do I need to disable my battery optimisation? It's draining my phone battery.
4. Why do I have so many leads pending first action in v3?
5. Why is my app status Away every morning?
6. Why is my app status turned Away during the day?
7. Why is my app status Available on the app but shown as something else on the portal?
8. Why is my availability rate so low?
9. Why do I have to clear cache every time there's an issue?
10. My app hung, what do I do?
11. I'm not getting any leads, what do I do?
12. Why can't I go back after accepting an incoming lead?
13. My leads disappeared, what do I do?
14. Why is there no SMS option for some leads?
15. How do I add lead as phone contact?
16. Why can't I WhatsApp a lead using 'other actions' tag?
17. Why is my WhatsApp conversation not tracked on SalesCandy?
18. I'm not receiving OTP, what do I do?
19. Why isn't SalesCandy available for iOS?
20. Why isn't SalesCandy available on Google Play Store?
1. Why is the lead routing not equal amongst the salespersons?
The SalesCandy lead routing is determined by a few factors: salesperson availability, routing chance, and network connectivity.
2. I have good network connection, why is my app status "Connecting"?
This means that your app is disconnected.
Sometimes when there's a gap in connection (connection is slow or bad), our system takes it as no network. Hence your app status is "Connecting" and you're shown a message "You're offline" with a link to check your network settings.
Unlike other apps, SalesCandy needs to be always on for maximum performance, like a TV. If there's something wrong with the TV antenna or even the satellite signals, your TV shows get interrupted.
You may have 4G signal or using Wifi but not actually connected. Here are a few possibilities why your app is disconnected:
1. You're connected to a wifi without actual connection
2. ISP has issues
e.g. DNS down, cannot route to our servers in Singapore
3. Your device can only have a limited number of active connections, which is shared by all apps.
You might have a bandwidth of 100mbps, but your apps are all competing for connections.
4. Mobile connections give an illusion that they are always on but they're not
Even a 4G connection needs to constantly switch towers while moving or stationary. When this happens, connections often get lost as it takes time to establish a new connection.
3. Why do I need to disable my battery optimisation? It's draining my phone battery.
The app needs to run in the background to allow leads to be routed to you - if your app is killed in the background, your app status will not be Available.
To do this: Go to Account Settings > Battery Optimisation
Refer here for device-specific settings and permissions. If your device is not on the list, please contact us and provide the following details for us to guide you along: phone brand, model, Android version, and SalesCandy version.
4. Why do I have so many leads pending first action in v3?
All leads, assigned or transferred, are pending first action until an action is taken by the current owner.
This includes manually created and assigned leads by yourself. To prevent this, use a meetup tag as the first action on these leads upon creation/import.
5. Why is my app status Away every morning?
You must turn it to Available yourself to ensure that leads are only routed to salespersons who are ready to attend to leads.
6. Why is my app status turned Away during the day?
This happens when you've missed 3 incoming leads consecutively. This is a feature to ensure that leads are only routed to salespersons who are ready to attend to leads.
7. Why is my app status Available on the app but shown as something else on the portal?
The portal most likely has the correct data.
Here are a few possibilities why your app is disconnected:
1. Your device is not connected to FCM
You're not getting the pings we send you every 5 minutes for 24 hours when you're disconnected. We are working on getting our own FCM service to prevent this from happening in the future. Read more about FCM
2. Your device has no network connection.
Read more about network connection
3. . Your app isn't running in background
From our many tests, we speculate that certain devices from China have layers of app permissions that need to be granted for our app to run in the background. Refer here for device-specific instructions to disable battery optimisation. If your device is not on the list, please contact us again and provide the following details for us to guide you along: phone brand, model, Android version, and SalesCandy version.
4. You are actively calling your leads
In this case, you are more disconnected than available because mobile data either doesn't work during calls (edge), or cuts off right before and after calls (4G). Your app will show the last status (available) while the server knows that you're disconnected.
8. Why is my availability rate so low?
Your phone's battery optimisation for the app is not disabled completely - this kills the app in the background, your app status will not be Available. To disable this: Go to Account Settings > Battery Optimisation
If issue persists, please provide the following details for us to guide you along: phone brand, model, Android version, and SalesCandy version.
9. Why do I have to clear cache every time there's an issue?
Some issues may create bad data that will cause the app to misbehave if left uncleared. Therefore, users may need to clear cache and data after a fix for the app to work smoothly again.
To do this, go to Settings > Clear app data
10. My app hung, what do I do?
Kill the app. If that doesn't work, uninstall and reinstall the app. If that still doesn't do the trick, your last resort is to clear app data.
To do this, go to Settings > Clear app data
11. I'm not getting any leads, what do I do?
Check with your manager to see if there are unassigned leads in your projects or if the settings are done correctly. If there's nothing wrong with the settings, then it might be your network connection - ask your manager to check your availability rate.
12. Why can't I go back after accepting an incoming lead?
It's a feature designed to make sure all leads are attended to before you can move on to other tasks. Studies have shown that shorter response time increases closing rate!
13. My leads disappeared, what do I do?
You can do a few things here:
1. Pull down on the screen to refresh you lead list
2. Re-login to your app
3. Check with your manager if they transferred your leads to someone else
14. Why is there no SMS option for some leads?
It means that those leads do not have valid mobile numbers. You can tell by the icon next to the lead number - if it's a mobile icon, then you can SMS the lead.
15. How do I add lead as phone contact?
Tap on the menu icon on the top right corner of the lead details screen
16. Why can't I WhatsApp a lead using 'other actions' tag?
The designation tag must first be setup with a link to launch WhatsApp by your manager. Tap and hold the tag to launch WhatsApp. If a lead's number isn't on WhatsApp, naturally you cannot contact them through WhatsApp.
17. Why is my WhatsApp conversation not tracked on SalesCandy?
Our product & development teams are working on a feature that will track WhatsApp conversations. Stay tuned!
18. I'm not receiving OTP, what do I do?
This is usually caused by issues with your telco provider that's unrelated to SalesCandy. Tap on 'resend OTP' or request for new OTP
19. Why isn't SalesCandy available for iOS?
At the moment, iPhone doesn't allow the type of tracking we need for the app to serve its purpose. Meanwhile, our product and development teams are working hard to make this happen.
20. Why isn't SalesCandy available on Google Play Store?
Google doesn't allow apps with the type of tracking we need for the app to serve its purpose. This is nothing to worry about. Many heavy duty apps out there are self hosted because of this. e.g. Firebase App Tester
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