Summary
This page is the place for quick answers when a full workflow guide would be overkill.Who this is for
Customers and internal teammates diagnosing setup or operational issues.Product understanding
What is the difference between a campaign and a campaign run?
A campaign is the reusable definition: audience, goal, channel, instructions, and related setup. A campaign run is a specific execution of that definition. Simple version:- campaign = the plan
- campaign run = one actual time you used the plan
What is the difference between communications, drafts, and threads?
- Drafts are reviewable pieces of content before or around sending
- Communications are the actual sent or received events
- Threads are the surrounding context that connects related communications over time
Why does TruAgents talk about Communications instead of separate email and SMS inboxes?
Because the product is trying to tell one unified operating story across channels. Separate channel pages still exist in places, but Communications is the primary workflow surface for understanding what happened across email, SMS, and calls.Setup and onboarding
What do I need before I can send email?
At minimum, your team should understand:- which sender identity is being used
- which outgoing provider is configured
- whether domain authentication or provider verification is still pending
- whether incoming email is intentionally configured now or intentionally deferred
What do I need before I can use SMS?
You should know:- which provider or sending path is being used
- which sending identity or number is expected
- whether any verification or activation step is still pending
Why does my dashboard still look like setup mode?
The dashboard changes based on completion state. If you still see Generate your first message, the workspace is still in the getting-started flow for selecting agents and running the starter campaign. If you see Going Live, agent setup is done but the delivery setup is not finished yet.Operations
Why is a draft waiting for approval?
In many flows, draft approval is part of the operating model rather than a bug. Email and SMS flows especially may depend on reviewer involvement. If a draft is waiting, confirm whether the campaign intentionally uses a reviewer and whether the team expects approval before sending.Why did a run not behave the way I expected?
Start with the boring checks first:- was this a test run, a real run, or a schedule?
- did the campaign have the required goal, writer, reviewer, template, and segment setup for that channel?
- was the campaign active?
- what do the resulting communications and run details actually show?
Where should I look first when a communication looks wrong?
Start in this order:- Communications
- the communication detail or thread view
- the related campaign or campaign run
- the contact record if the issue might be audience data or tagging
Reporting and access
What is the difference between in-app analytics and a public report link?
Analytics is the authenticated internal reporting surface for real users inside the product. A public report is a tokenized share link created from analytics so someone can view selected reporting without using the full authenticated app. They are related, but they are not the same access model.Why can one teammate see something another teammate cannot?
Usually because of one of these:- different role or permission levels
- different organization or workspace context
- one person has a report link while another is using the authenticated product
Where to go next
Use the deeper guides when the short answer is not enough:- for campaign setup issues, go to Create and edit campaigns
- for communications questions, go to Manage communications
- for reporting questions, go to Share and manage public reports