Skalin documentation

FAQ

FAQ

# I can't connect once I've logged in 😦 !

If you get the message "Oops!, something went wrong" when trying to connect to Skalin :
You have logged in by clicking on a link / url that contains expired parameters and the validation process cannot certify your identity.

Reconnect by clicking on this link https://app.skalin.io (opens new window) and modify your bookmark if necessary.

# Why some customers aren't into Skalin?

There are two main reasons why your customer does not show up in Skalin:

  1. The customer in question does not meet the conditions that allow Skalin to synchronize it. For example, it doesn't have "customer" status if you use HubSpot, or it is no longer present in the Salesforce view that is synchronized with Skalin. The best way to do this is to check the requirements for your CRM, in the CRM Integrations section.
  2. The customer is present in Skalin, but has been churned: when you connect your CRM, there is an option "Make customers become churner if (...)" which automatically churns a customer who no longer meets the conditions of the initial synchronization. If this option is activated, a wrong operation in your CRM may cause a customer to become churn. In this case, select the customers whose Stage = Churn to check whether your customer is present, then assign him the appropriate Stage. To prevent this from happening again, check the configuration and deactivate the option.

# Why are some emails not present in Skalin?

There are several reasons why an e-mail may not be synchronized with Skalin:

  1. Your mailbox is not/no longer connected: even if you have connected your mailbox in the past, your mail provider may have expired your connection for security reasons. In this case, you'll receive an email and a reminder from Skalin inviting you to reconnect (see how to connect Gmail and Google Calendar and MS365).
  2. The e-mail is addressed to a contact who does not exist in Skalin. For an e-mail to be traced, the contact with whom you are exchanging must be registered in Skalin (see Data Model section). For reasons of confidentiality, Skalin will never create a contact, even if it has an email with the same domain name as a customer. If you add the contact a posteriori, Skalin will trace the history of exchanges up to a limit of 2 years.
  3. The contact exists in Skalin with a different email address from the one used to send the message. Same principle as above: Skalin needs to know the user's email address in order to link conversations. If the person has more than one email address, remember to add their secondary emails to their record, so that Skalin can integrate them too.
  4. The e-mail is not addressed to a Skalin user. Only Skalin users' mailboxes are synchronized.
  5. Your mailbox synchronization is not up to date. Skalin synchronizes your e-mail accounts and calendars every hour. It is therefore possible that one of your emails will not appear in Skalin for up to 1 hour.

# Why are some MRR not present in Skalin?

If no MRR comes up, you'll probably need to review the configuration of your integrations. In this case, please refer to CRM integrations and Billing tool integrations.

If some MRRs come up and others don't, there are several possibilities:

  1. Mandatory information is missing from the source tool, such as your CRM. For a contract to be valid, Skalin needs an amount, a start date, an end date or a duration. However, not all these fields are mandatory in a CRM. As a result, some contracts may not be complete, and may not be synchronized. Solution: complete the missing information in your source tool, and make it mandatory in future.
  2. The contract has expired: on the Customers home page, Skalin only displays the active MRR, i.e. the MRR linked to a current contract (start date < current date < end date). It is therefore possible that the contract is well synchronized but has expired, which is why no MRR is displayed. To be sure, go to the "Agreement" section of the customer file. Another tip: for expired contracts, Skalin displays the Renewal Date and End Date in orange, which can help you identify them more easily. Solution: remember to update the relevant contracts in the source tool.
  3. Skalin was unable to match the contract with an existing customer: when you use multiple data sources (e.g. CRM for customer lists and Stripe for contracts), Skalin must be able to identify that a customer is the same on your different systems. This can be done by means of a common identifier, an identical domain name or an identical account name. See our explanations on ID consistency. Solution: make sure you have at least the same account name on all your systems.

# How often is data updated in Skalin?

  • Most of our native integrations are updated every hour. In other words, an item added to your CRM should be synchronized between 1 and 60 minutes later.
  • Indexation in the main search bar: every 15 minutes
  • Navigation events are ingested and updated every 30 minutes.
  • Reports are updated daily
  • Health scores are updated weekly, on Sunday night.

# Skalin support suggests clearing my cache

Here’s how to start fresh in Chrome:

  1. Open the web app in Chrome.
  2. Click the three dots ⋮ at the top right of the browser.
  3. Select More tools → Developer tools.
  4. In the Application tab, click Storage in the left-hand menu.
  5. Click the Clear site data button.

Then simply reload the page.
This will remove all local data and allow the app to restart with the latest version.

When should you use this procedure?

💣 Access or redirection issues

  • The app doesn’t load or stays stuck on a white/loading screen.
  • The user is redirected in a loop (e.g. login → dashboard → login).
  • An internal link (or button) leads to a blank or incorrect page.

🔐 Authentication / session issues

  • The user keeps being asked to log in even with valid credentials.
  • The “Log out” button doesn’t work or seems to do nothing.
  • The logged-in account doesn’t match the expected one (e.g. an old session still appears).

🔄 Display or outdated data issues

  • Some data doesn’t refresh (e.g. dashboard or table showing old values).
  • The app doesn’t reflect recent changes made on another device.
  • The interface shows visual glitches after an update (misaligned buttons, missing modules).

⚙️ Issues after a product update

  • Right after a new version deployment, some users encounter “weird” errors that others can’t reproduce.
  • When a fix has been deployed, but a user still experiences the old behavior.

💡 In summary

When you experience “weird” behavior that support can’t reproduce, and it’s not related to your account or the server, it’s often useful to try a local reset (Clear site data) to make sure no cached data is interfering.

# The "Last Contact" value shows 15 days even though I emailed my client yesterday

"Last Contact" counts the time since the client responded (to an email, a call, or a ticket) or attended a meeting.
If you follow up with them by email, for example, this does not count as contact.

# Some information I added in Skalin has disappeared

If you had added an account owner or a tag at the client or contact level and this information was lost, you can check:

  • whether tags or account owners are included among the data synchronized with your CRM (in Integrations > HubSpot / Salesforce / Pipedrive > "Clients > Tag mapping or and CSM owner" or "Contacts > Tag mapping")

  • whether the integration with the client or contact data source is set to "Input only".

If both conditions are true, the data loss is explained by the fact that the CRM has empty values for tags or account owners — and since it controls the data flow, it sends empty values to Skalin during each synchronization.

The solution is to temporarily switch the integration to "Output only" while you add the tags or account owners, wait for a synchronization with the CRM to complete (so the values are sent from Skalin to the CRM), and then switch back to "Input only" or "Two-ways" mode.

If the data is coming into Skalin via the API, make sure that all existing tags are retrieved (GET) and sent back with each call, so that they are not deleted.

# Why isn’t the Health Score syncing to HubSpot even though the synchronization toggle is checked?

Hubspot-properties.png

If the box to send the Health Score back to HubSpot is checked, and the synchronization indicates success, but the Health Score in HubSpot is still not updated, verify that the user used for synchronization is a SuperAdmin in HubSpot.
If not, you can change the user used for synchronization to a SuperAdmin user.

  1. Keep the synchronization with HubSpot active, along with its configuration settings.

  2. Connect the new user (with SuperAdmin rights in HubSpot) using the “Connect” button.
    Hubspot-connection.png

  3. Set all synchronization fields for this new user to “Disabled”, then save.

  4. Send us an email asking to copy your current configuration to this new user.

  5. Once the switch is confirmed, delete the original user.

# I see a button suggesting I install a new version of Skalin — who will be affected if I click it?

If you see a banner indicating that a new version of Skalin is available, you can click the button to install the latest version and load the newest fixes and improvements for your current navigation session.

If you don’t click the button, the update will automatically install during your next visit or after an automatic refresh a few minutes later. The button simply lets you access the improvements sooner.

This installation only applies to you — it does not affect other members of your team.

# I don’t understand the lifecycle phase (onboarding, run, etc.) of some of my clients

Follow these steps to identify the source of a client’s lifecycle phase:

  1. Check if the phases are synced with your CRM
    Navigate to Integrations > Hubspot, Salesforce, or Pipedrive > Clients > Select HubSpot field to be linked to customer stage.
    If a CRM field is selected, check whether the client’s phase comes from the CRM.
    If this setting is Disabled, proceed to step 2.
    image2.png

  2. Check the default phase in Skalin
    Go to Settings > Phases in Skalin and see which phase is used by default when an account is created and the CRM phase is unknown (see step 1).
    If the default phase is incorrect, hover over the phase name to reveal the edit option and update it.
    image3.pngimage4.png

  3. Check if a playbook changed the phase
    If the default phase doesn’t match what you see, a playbook may have updated the client’s phase.
    Open the client profile, go to the “Settings” tab, and click “Logs – View changes history”.
    You can immediately see whether a playbook made the change and click directly on the responsible playbook to view more details.
    image5.png

    image6.png

# I can only view a playbook, not edit it

You probably have a CSM role rather than a Manager or Admin role, which does not allow you to edit playbooks. If you need to make changes, refer to a Manager or Admin to either grant you one of these roles or to propose the desired changes on your behalf.

Contributors: CAMILLE_PRO\camil , Julien