FAQ & Troubleshooting

My campaign is running but nothing is sending. What’s wrong?

This is almost always one of two things - check the Targets tab on the campaign, which now shows the exact hold reason next to each contact:

1. “Awaiting email verification” - only happens on the shared Konvox sending domain. Click Verify now next to the contact, or read Sending & Deliverability for why this exists.
2. “Message contains an unfilled placeholder” - a step still has raw [bracket] text from a playbook template that was never customized. Open the step in the flow editor and finish writing the real copy - Konvox won’t send a message with a literal [placeholder] still in it. See Campaigns & Sequences.

If the hold reason says something else entirely, that text itself tells you what’s blocking it - it’s not a generic error, it’s Konvox’s actual reason.

A contact I imported never got enrolled. Why?

Check whether it has a valid email address, if the campaign has an email step - contacts missing an email are skipped at enrollment (with a reason shown), not silently enrolled into a sequence that could never reach them.

I imported a custom field but the values are missing.

The field has to exist in Konvox before the import recognizes a column for it. Create it inline during the CSV mapping step (there’s a ”+ Create new custom field” option in the column dropdown), then map the column to it. See Contacts & Targeting.

Can I send from my own email address?

Yes - connect a real Google Workspace or Microsoft 365 mailbox under Sender Emails, or ask about a fully custom sending domain (Custom plan). Either way, the email-verification requirement described in Sending & Deliverability doesn’t apply, since you’re not on the shared domain.

What happens if I go over my active-prospect limit?

Talk to support about upgrading - active prospects is the number your plan is sold against (see Billing & Plans). New enrollments beyond your limit won’t silently fail; reach out before you hit the wall so there’s no gap in outreach.

Does the AI ever send something without me checking it first?

Only if you’ve explicitly turned off Require approval before sending for that campaign. It’s on by default - every AI-drafted reply sits in your inbox for you to approve, edit, or reject first. See Inbox & AI Replies.

Which CRMs can I connect?

Odoo and HubSpot today, with one-click connect and two-way sync. Don’t see yours? Use the “Request this integration” button on Settings → Integrations, or push data in through the generic webhook receiver in the meantime - see Integrations & API.

Is there an API?

Yes, on every plan, documented at app.konvox.io/docs . See Integrations & API.

I’m on an agency account - can one client see another client’s data?

No. Each client is a fully separate workspace at the data level (contacts, campaigns, sender identities, reports) - not just filtered in the UI. See Reporting & Team.