FAQ & Troubleshooting
Quick answers to frequently asked questions and solutions for common issues.
General Questions
Section titled “General Questions”What is a FlowApp?
Section titled “What is a FlowApp?”A FlowApp is a complete application built in ioZen that combines:
- IntakeBot: Conversational data collection (the “input”)
- Records: Structured data storage
- Process Board: Visual workflow management
- Contacts: Automatic CRM entries
Think of it as a form, database, and workflow tool combined, without the integration headaches.
How is ioZen different from a form builder?
Section titled “How is ioZen different from a form builder?”Traditional form builders create static lists of fields. ioZen creates conversations that:
- Adapt based on previous answers (conditional logic)
- Ask follow-up questions when needed (AI intelligence)
- Route submissions automatically (workflow routing)
- Track work through stages (Process Boards)
- Build your contact database automatically
Can I use ioZen without AI features?
Section titled “Can I use ioZen without AI features?”Yes! AI features are optional. You can build fully functional FlowApps using just:
- Manual field configuration
- Conditional logic
- Process Boards
- Manual routing
AI features (generation, follow-ups, validation) use your AI credits and can be enabled per-field.
What happens when I run out of AI credits?
Section titled “What happens when I run out of AI credits?”Your FlowApps continue to work. Submissions still come through and are processed normally. You just can’t use AI features (generation, AI field intelligence) until you get more credits.
Free plan: 1,000 one-time credits
Pro plan: 1,000 monthly credits
Business plan: 10,000 monthly credits
IntakeBots
Section titled “IntakeBots”Why show one question at a time?
Section titled “Why show one question at a time?”Conversational interfaces have higher completion rates than long forms. When people see a wall of fields, they often abandon. One question at a time feels more like a conversation and reduces cognitive load.
Can I show multiple questions at once?
Section titled “Can I show multiple questions at once?”Currently, IntakeBots show questions one at a time for optimal completion rates. If you need a traditional form layout, you can embed the IntakeBot in a single-page format (coming soon).
How do I make a field required?
Section titled “How do I make a field required?”When editing a field, toggle Required to “Yes” in the field settings. Required fields must be answered before proceeding to the next question.
How do conditional fields work?
Section titled “How do conditional fields work?”- Add a field
- Open Visibility settings
- Set conditions: “Show when [field] [operator] [value]”
- The field only appears when conditions are met
Example: Show “Company Size” only when “Are you a business?” equals “Yes”
Can people go back and change answers?
Section titled “Can people go back and change answers?”Yes. The conversation interface shows previous answers and allows editing before final submission.
What file types can people upload?
Section titled “What file types can people upload?”You configure allowed types per field:
- Images: JPG, PNG, GIF, WebP
- Documents: PDF, DOC, DOCX
- Spreadsheets: XLS, XLSX, CSV
- Custom: Specify any extensions
You can also set maximum file size and number of files.
Process Boards
Section titled “Process Boards”What’s the difference between Phases and Cards?
Section titled “What’s the difference between Phases and Cards?”- Phases are the columns on your board (e.g., “New,” “In Progress,” “Done”)
- Cards are individual items moving through the phases (e.g., a specific client or project)
How do cards get created?
Section titled “How do cards get created?”Cards are created automatically when:
- Someone submits your IntakeBot
- A routing rule triggers
- You manually create one from the board
Can I have multiple boards per FlowApp?
Section titled “Can I have multiple boards per FlowApp?”Yes. You might have:
- “Lead Pipeline” for tracking prospects
- “Active Projects” for ongoing work
- “Support Queue” for issues
Routing rules determine which board receives which submissions.
How do I move cards between phases?
Section titled “How do I move cards between phases?”Drag and drop. Click a card and drag it to a different phase column. On mobile, tap the card and select “Move to…”
Can I archive or delete cards?
Section titled “Can I archive or delete cards?”Yes. Click a card to open it, then use the menu (⋮) to archive or delete. Archived cards can be restored; deleted cards are permanent.
Contacts
Section titled “Contacts”How are contacts created?
Section titled “How are contacts created?”Contacts are created automatically when someone submits an IntakeBot that includes an email field. ioZen matches submissions to existing contacts or creates new ones.
What if someone submits multiple times?
Section titled “What if someone submits multiple times?”If the email matches an existing contact, the new submission is linked to that contact. You’ll see all their submissions in their contact profile.
Can I import existing contacts?
Section titled “Can I import existing contacts?”Currently, contacts are created through IntakeBot submissions. Bulk import is on the roadmap.
Can I add custom fields to contacts?
Section titled “Can I add custom fields to contacts?”Yes. Go to Contacts → Settings → Custom Fields to add fields like “Customer Type,” “Industry,” or any other information you want to track.
Workflow Routing
Section titled “Workflow Routing”Why aren’t my rules matching?
Section titled “Why aren’t my rules matching?”Common causes:
- Typo in field name: Field names are case-sensitive
- Wrong operator: “contains” vs “equals” matters
- Higher priority rule matched first: Rules are evaluated in order
- Conditions too strict: Simplify and test
Use the Test Rules feature to debug.
What happens if no rules match?
Section titled “What happens if no rules match?”If you have a default route configured, submissions go there. If not, submissions are still saved but won’t appear on a Process Board automatically.
Can I route to multiple boards?
Section titled “Can I route to multiple boards?”A submission can only route to one board/phase per trigger. If you need submissions on multiple boards, consider using webhooks to trigger additional actions.
How do I change rule priority?
Section titled “How do I change rule priority?”Rules have a priority number (lower = evaluated first). Edit a rule to change its priority, or drag to reorder in the rules list.
Embedding & Sharing
Section titled “Embedding & Sharing”What are my embedding options?
Section titled “What are my embedding options?”| Method | Use Case |
|---|---|
| Direct Link | Share via email, social media, messaging |
| Inline Embed | Form appears in a section of your page |
| Popup Modal | Form opens when clicking a button |
| Widget | Floating button in corner of your site |
Can I use a custom domain?
Section titled “Can I use a custom domain?”Yes, on Pro and Business plans. Go to Settings → Domains to configure your custom domain (e.g., intake.yourcompany.com).
Can I remove the ioZen branding?
Section titled “Can I remove the ioZen branding?”Yes, on Pro and Business plans. Go to Settings → Design → disable “Show ioZen branding.”
Does embedding work on any website?
Section titled “Does embedding work on any website?”Yes. The embed code works on:
- WordPress
- Webflow
- Squarespace
- Shopify
- Custom HTML sites
- Any platform that allows custom HTML/JavaScript
Data & Privacy
Section titled “Data & Privacy”Where is my data stored?
Section titled “Where is my data stored?”Data is stored securely in our cloud infrastructure with encryption at rest and in transit. We use industry-standard security practices.
Can I export my data?
Section titled “Can I export my data?”Yes. Export contacts, submissions, and records to CSV from their respective sections.
What are Private Fields?
Section titled “What are Private Fields?”Private Fields store sensitive information (like passwords, SSNs, API keys) with extra security:
- Encrypted at rest
- Never sent to AI models
- Only visible to workspace admins
- Marked clearly in the UI
Is ioZen GDPR compliant?
Section titled “Is ioZen GDPR compliant?”Yes. We provide tools for data export, deletion requests, and consent management. See our Privacy Policy for details.
Account & Billing
Section titled “Account & Billing”How do I upgrade my plan?
Section titled “How do I upgrade my plan?”Go to Settings → Billing → Change Plan. Upgrades take effect immediately.
Can I downgrade my plan?
Section titled “Can I downgrade my plan?”Yes. Downgrades take effect at the end of your current billing period. You’ll keep access to paid features until then.
What happens to my data if I cancel?
Section titled “What happens to my data if I cancel?”Your data remains for 30 days after cancellation. During this time, you can reactivate or export your data. After 30 days, data is permanently deleted.
Do you offer refunds?
Section titled “Do you offer refunds?”We offer a 14-day money-back guarantee for new subscriptions. Contact support for refund requests.
Troubleshooting
Section titled “Troubleshooting””My IntakeBot won’t load”
Section titled “”My IntakeBot won’t load””- Check your internet connection
- Try a different browser
- Clear browser cache
- If embedding, verify the embed code is complete
- Check if your FlowApp is published
”Submissions aren’t appearing”
Section titled “”Submissions aren’t appearing””- Verify the FlowApp is published
- Check if submissions are going to a Process Board (check all boards)
- Look in the Records tab of your FlowApp
- Verify no filters are hiding submissions
”AI features aren’t working”
Section titled “”AI features aren’t working””- Check your AI credits balance
- Verify AI is enabled for the specific field
- Check if Private Fields are involved (AI can’t process those)
- Try regenerating or refreshing
”Routing isn’t working as expected”
Section titled “”Routing isn’t working as expected””- Use the Test Rules feature to debug
- Check rule priority order
- Verify field names match exactly
- Simplify conditions and test one at a time
- Ensure you have a default route configured
”File uploads are failing”
Section titled “”File uploads are failing””- Check file size (default max: 10MB)
- Verify file type is allowed
- Check if storage quota is reached
- Try a different file
Still Need Help?
Section titled “Still Need Help?”Can’t find your answer? Contact us:
- Email: [email protected]
- Response time: Within 24 hours (usually faster)
For urgent issues, include “URGENT” in the subject line.