FAQ

Short answers to the questions that come up most often. If you need more depth, follow the link at the end of each answer.

For marketers and admins

Can I run multiple proof types in one campaign?

Yes. A single campaign can run review platforms, social platforms, one video testimonial, and one text testimonial together. They are configured under the Reviews, Social, and Testimonials categories on the Strategy tab. See Campaigns.

Yes. Every campaign has two channel toggles (widget and webpage) and you can enable either, both, or just one. At least one must be on for the campaign to be active. Both surfaces use the same submission pipeline, so submissions land in the same table with a source marker. See Widget vs webpage campaigns.

Can I edit a reward after submissions have come in?

Yes, with one important caveat: the reward shown on existing submissions is locked to what it was at submission time. If you change the reward, you will see an inline warning that the change applies to new submissions only. Existing submitters will still see and earn the reward they were originally promised. See Reward versioning.

What happens to submissions when I pause a campaign?

Existing submissions and their reward records are unaffected. New submitters cannot start a new session: the widget hides or the webpage shows a branded unavailable-state page. Reactivating the campaign restores access without changing any existing data.

Can I delete a campaign?

Campaign deletion is not available in this version. To stop a campaign, turn both channel toggles off. Branding and submission history are preserved so you can reactivate later.

Do older testimonials always have a star rating and name?

No. Star rating and name are required on new testimonial submissions on the redesigned collection page, but legacy testimonials may not carry that data. Submission detail and Proof Library cards render legacy items cleanly: no empty stars and no retroactive prompt to backfill. See Ratings and submitter details.

Does AI Assist still work if generation fails?

The submitter flow does, yes. If the AI service is unavailable, the widget shows a pre-cached marketer-approved fallback draft instead of an error. Submitters can use the fallback, edit it, or write from scratch; the textareas are always editable. See AI-assisted review flow.

What roles exist and what can each do?

Three roles: Owner (account-level), Admin (workspace-level), Member (workspace-level). Owner manages account settings, creates and deletes workspaces, and is the only role that can initiate ownership transfer. Admin manages workspace settings, invites users, and creates and edits campaigns. Member can approve or reject submissions but cannot create or edit campaigns. See Roles and permissions.

Can I have more than one Owner on the account?

Yes. An account can have multiple Owners. Every Owner has implicit access to every workspace and full access to account-level settings. Add a second Owner so a single absent person never blocks account-level changes. See Roles and permissions.

How are submitter emails sent?

From {Your Company} via HighAdvocacy <[email protected]>, with your logo in the header and “Powered by HighAdvocacy” in the footer. You can customize the subject and body for each of the three notification types and preview them with sample data before saving. Test emails go to the logged-in marketer. See Submission status emails.

What happens if a team alert webhook fails?

A single delivery failure is logged. Five consecutive failures auto-disable the integration and send an email to the Owner. Test events from the configuration form do not count toward the failure counter. The counter resets when a delivery succeeds, when the URL is edited, or when the integration is re-enabled. See Notification integrations.

For submitters

Why can I not submit without a rating or name?

The redesigned testimonial collection page requires a star rating (1–5), a name, and an email on every new submission. All three are needed before the Submit button activates. This applies to both video and text testimonials.

What if my video recording is interrupted?

The page shows a clear retry path rather than silently failing. Restart the recording from the same flow. Keep the page in the foreground while recording; minimizing the tab or switching to another app can interrupt it. If retries keep failing, switch to a text testimonial if the campaign supports it.

Will my draft come back if I close the tab?

For review and social flows, text drafts and chip selections may persist in the same browser session, but persistence is not guaranteed across browser sessions or devices. Video recordings are not persisted at any point. For long writing sessions, draft outside the campaign and paste in.

Do I need to provide both a URL and a screenshot?

No. For review and social-post claims, either one is sufficient. The Submit button activates as soon as one is present. Some bundled engagement actions require both (reshare needs a URL and a screenshot; comment needs a URL and a screenshot), but like and follow are screenshot-only.

What does the “AI Draft” badge on a platform card mean?

It means the marketer enabled AI Assist for that platform. When you pick the platform, you will see a chip-selection step. Pick at least one chip and click Generate my draft to get a starting point. You can edit anything freely or ignore chips and write from scratch.

What happens after I submit?

You should receive a “Submission Received” email within 5–10 minutes if email notifications are enabled for the campaign. A reviewer then approves or rejects the submission, which triggers either an approval email (with reward details) or a rejection email (with the optional reason). Most reviews complete within 2–3 business days.

Why did my submission get rejected?

The rejection email includes the optional reason the reviewer entered. Common reasons include URL not resolving, screenshot not matching the action, posting on the wrong platform, or testimonial text under the configured minimum. You can resubmit if the campaign is still active.

FAQ