FAQ — support frequently asked questions

The most recurring customer questions (extracted from 12 months of real calls), with the short answer and the link to the full doc. Each answer is self-contained.

How do I know if an employee has received or viewed a communication?

Open the communication in Communiqués → details → Views tab and search for the person by name: the status shows the most advanced stage ("Sent on…", "Received on…", "Viewed on…"). For the full list, use Export (CSV). Details at comunicados.md.

How do I save an announcement as a PDF (or image)?

In the announcement details, click View Announcement → Download PDF or Download Image. Details at comunicados.md.

How do I resend a communication to those who haven't read it?

In the details, follow-up dropdown: "Resend this announcement" (same message, immediate or scheduled) or "Edit and resend" (creates an editable copy). In both cases, only those who didn't view the original receive it. Requires follow-up permission. Details at comunicados.md.

Why didn't some employees receive the email?

Download the CSV of the Send Failed and Not Sent cards in the announcement details — each line has the reason (invalid email, rejected by domain/bounce, marked as spam, blocked by bounce...). The complete guide with what to do in each case is at deliverability-email.md.

How do I unblock employees blocked by bounce?

Today, unblocking is done by support: confirm that the emails are valid and open a ticket with the list. Large lists are released gradually (protecting your sending reputation). A monthly analysis of blockages is recommended. Details at deliverability-email.md.

How do I add or change an email sender?

Via support: request inclusion (name + address); If the domain is new, support sends the DNS document to your company's IT to configure. Then, you activate/deactivate senders yourself in Settings → Email. Details at deliverability-email.md.

How do I create or edit a WhatsApp template?

Creation (manual or with AI) is in Settings → WhatsApp, with submission for Meta approval (up to 24 hours). In the editor, you select already approved templates and fill in the variables; To favorite your template, go to the editor's WhatsApp channel and use the star Save as favorite. Details at create-editor.md.

How do I import employees per spreadsheet?

Employees → New employee → Import list: CSV/TXT up to 5 MB, in 3 steps (group → column mapping, requiring Name + a key field → review). The follow-up is in the History tab. Common errors: inconsistent separator, column mapped twice, dates not in language format. Details at collaboradores.md.

How do I mass delete contributors?

In the list of Employees, select and use Selected (n) → Delete. To synchronize with a spreadsheet (exclude anyone who is not in it), use import with "Delete employees not listed in the file" (requires typing CONFIRM). Deletions by individual email list can be requested from support. Details at collaboradores.md.

How do I exclude a specific group/audience from a send?

There is no "exclusion list" in sending — the recipient sources only add up. To exclude a set, use Manual filter with a negative condition (e.g. "Group Not equal to X") or deselect the group from the selection. Details at recipients-e-segmentacao.md.

How do I share a report with others?

Sharing is from the dashboard: dashboard menu → Edit → Sharing — Global (whole organization) or Restricted (selected teams/users). Details at relatorios.md.

How do I generate a report for an old period (more than 12 months)?

Custom reports cover up to 12 months (or 1 year in the custom period). For historical evidence beyond that, open a support ticket — the team extracts the data for you. Details at relatorios.md.

Why do I need to schedule in advance when there is an approver?

When the team has registered approvers, every submission goes through approval and scheduling requires at least 15 minutes in advance (immediate submission is disabled). The approver link is valid until the scheduled time. Details at create-editor.md.

How do I activate the Microsoft Teams channel (or other channel) on my account?

Enabling channels on the account is done by the Comunica.In team — ask support/CS. Once enabled, the channel appears in the editor's channel bar and Settings.

The preview was correct, but the email arrived unconfigured. And now?

Some defects only manifest themselves in the final email client (Outlook is the most restrictive) — the preview doesn't reproduce everything. See the step-by-step diagnosis and prevention at solucao-problemas-formatacao.md; If the problem persists, report it to support with a printout and link to the announcement.

How do I add a tag to an already sent announcement?

In the Announcements list, Tags column → tags icon → mark/create and Save. Attention: deleting a tag from the menu deletes the tag from the entire account; to remove it only from the announcement, use the "×" in the badge. Details at comunicados.md.

Do you have tutorials or training on the platform?

This knowledge base covers all areas of the product step by step — ask the platform wizard ("how do I do X?"). Live training can be combined with your account's CS.

How do I export the list of users and their access profiles?

There is currently no user export in the interface — ask support. (The export of the employees database exists: download button in the Person tab, for administrators — see collaboradores.md.)