FAQs

Common Questions + Quick Answer

Start here for the most common OTMS questions before submitting a support request

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Getting Started

Where should I start in OTMS?

Start with the Get Set Up checklist. Make sure your business info, domain, email, and payment platform are connected before you build sites, funnels, or automations.

What do I need to set up before I build anything?

No. Some steps are essential (business info, domain, email, payment platform), while others depend on how you plan to use OTMS (phone number, Trust Center, Zoom, social accounts). Use the Setup Guide to prioritize what matches your workflow.

Do I need to complete every setup step?

No. Some steps are essential (business info, domain, email, payment platform), while others depend on how you plan to use OTMS (phone number, Trust Center, Zoom, social accounts). Use the checklist as a guide and prioritize what matches your workflow.

Can I use OTMS if I’m a solo business owner?

Yes. OTMS works for solos and teams. If you’re solo, you can skip “Add a User” and focus on your own login, setup, messaging, and automation.

Can my team members have their own login?

Yes. You can add users with different levels of access so team members, VAs, or coaches can log in securely.

Watch training: How to Add a User

What’s the fastest way to find the right training?

Use the Browse by Category section on the Help Center homepage to jump straight to what you need.

Domains, Email & Phone

Why isn’t my domain connecting?

Most domain issues are caused by DNS records not being set exactly as shown in your setup instructions, or by propagation delays. Double-check your DNS settings, then give it up to 24–48 hours for changes to fully update.

Watch training: Set Up Your Domain

How do I know if my email is connected correctly?

Send a test email from OTMS to yourself and reply back. If you can send and see the reply inside OTMS and your regular inbox, your connection is likely correct.

Watch training: Connect Your Email

Do I need a phone number to use OTMS?

Not everyone does. You only need a dedicated business number if you plan to use OTMS for texting or calling. If you’re email-first or use other tools for phone calls, this step is optional.

What is Trust Center / A2P and why does it matter?

Trust Center (A2P) is required for sending business texts in the U.S. It helps keep your messages compliant and reduces the chances of texts being blocked or flagged as spam.

Watch Training: Trust Center Setup

My texts aren’t sending. What should I check first?

Confirm that:

- Your phone number is set up and active.

- Trust Center registration is complete.

- The contact has a valid mobile number.

Calendars & Booking

Why can’t clients book a time on my calendar?

Usually, availability isn’t set or your calendar integration isn’t connected. Check that:

- Your availability is defined for the calendar.

- Your external calendar (e.g., Google) is integrated.

Watch Training: Setting Your Availability coming soon

Watch Training: Calendar Integration coming soon

My availability isn’t showing correctly. What should I look at?

Review your time zone, working hours for that calendar, and any days you’ve blocked off. Also confirm your connected calendar isn’t marking everything as busy.

How do I connect my calendar to OTMS?

Use the Calendar Integration settings to sync your external calendar (e.g., Google, Outlook) so OTMS knows when you’re available.

Watch Training: Setting Up Your Calendar Integration coming soon

Can I charge for appointments?

Yes. You can set up paid appointments so clients pay when they book.

Watch Training: Setting Up Paid Appointments coming soon

Can I send automatic reminders for appointments?

Yes. You can create automated text and email reminders tied to your calendar events.

Watch Training: Automate Calendar Reminders coming soon

Conversations & Contacts

Why aren’t my texts or emails showing up in Conversations?

Check that:

- The contact has a valid email and/or phone number.

- Your email and phone number are connected.

- You’re viewing the right filters (e.g., “all,” “unread”).

How do I import my contacts into OTMS?

Use the Import Contacts tool to upload a CSV file, then map your columns to OTMS fields before confirming the import.

Watch Training: Importing & Exporting Contacts coming soon

Can I tag or organize contacts?

Yes. You can use tags, custom fields, and smart lists to group and organize contacts—for example, by program, status, or interest.

Watch Training: Tagging Contacts coming soon

Watch Training: Custom Fields coming soon

Watch Training: Smart Lists coming soon

Why do I have duplicate contacts and how do I fix them?

Duplicates usually come from repeated imports or manual entry. You can merge duplicates so there’s only one clean contact record.

Watch Training: Merging Duplicate Contacts coming soon

Can I message a group of contacts at once?

Yes. You can select a segment or smart list and send a text or email to that group, within your messaging limits and compliance guidelines.

Watch Training: Sending a Text or Email to a Group coming soon

Payments & Invoices

Which payment processor should I use?

Most clients use Stripe or PayPal. Choose the provider that fits your business and connect it through the Payments & Invoicing section.

Why won’t my payment link work?

Common issues include:

- The product or service isn’t set up correctly.

- The link isn’t attached to the right funnel or page.

- The payment processor connection is incomplete.

Watch Training: Payment Link coming soon

Watch Training: Processor Integration coming soon

How do I send an invoice to a client?

Create an invoice in OTMS, attach the appropriate products/services, and send it to your client via email or link.

Watch Training: Creating Your First Invoice coming soon

Can I issue a refund from OTMS?

Yes, if your payment processor supports refunds. You can refund a payment from the Payments section and reference the original transaction.

Watch Training: Refunding a Payment coming soon

Can I automate payment reminders?

Yes. You can set up automated reminders for unpaid invoices or upcoming payments so clients get a gentle nudge without manual follow-up.

Watch Training: Automating Payment Reminders coming soon

Automation & Workflows

Why didn’t my workflow run when I expected it to?

Check that:

- The workflow is turned on.

- The trigger conditions actually match the contact or event.

- The contact is eligible (e.g., not removed or already finished the workflow).

Watch Training: Understanding Triggers & Actions coming soon

Watch Training: Testing Workflows coming soon

How do I safely test an automation?

Use a test contact, meet the trigger conditions, and follow the workflow step-by-step while monitoring logs and messages. Turn it off when you’re done testing.

Watch Training: Reviewing & Testing Workflows coming soon

What’s the difference between a campaign and a workflow?

A campaign is typically a scheduled or broadcast email flow, while a workflow is a multi-step automation triggered by specific events (e.g., form submissions, bookings, tags).

Watch Training: Email Campaigns vs. Automations coming soon

How do I stop a workflow from running?

You can pause or turn off a workflow, and you can also remove individual contacts from that workflow if needed.

Watch Training: Turning a Workflow On or Off coming soon

Are there best practices for naming and organizing workflows?

Yes. Use clear names (e.g., “Lead Nurture – Free Guide”), group workflows by purpose, and avoid duplicating triggers so you don’t accidentally send multiple messages.

Watch Training: Workflows Best Practices coming soon

Sites, Funnels & Forms

What’s the difference between a site and a funnel?

A site is usually multi-page and built for browsing, while a funnel is a focused, step-by-step flow designed for a specific outcome (like capturing leads or making sales).

Watch Training: Understanding Sites & Funnels coming soon

Why isn’t my form submitting or sending data?

Check that the form is connected to the right funnel or page, required fields are filled, and your submission actions are configured correctly.

Watch Training: Designing Forms & Embedding Them coming soon

How do I publish my site or funnel?

Once you’re ready, use the publish settings to connect the correct domain or URL and make the site or funnel live.

Watch Training: Publishing Your Site or Funnel coming soon

Can I connect a paid product to my funnel?

Yes. You can attach products or services to a funnel step so clients can purchase during the flow.

Watch Training: Linking a Paid Product or Service to a Funnel coming soon

How do I see how my funnel is performing?

Use funnel analytics to track views, conversions, and key metrics so you can see where people drop off and what’s working.

Watch Training: Tracking Funnel Performance (Analytics Basics) coming soon

Reviews & Reputation

How do I send a review request to clients?

Use the Reviews tools to send a request via text or email, pointing clients to the platform(s) where you want reviews (e.g., Google, Facebook).

Watch Training: Sending a Review Request coming soon

Can I respond to reviews inside OTMS?

Yes, for connected platforms. Once you connect Google/Facebook, you can respond to reviews from within the reputation dashboard.

Watch Training: Responding to Reviews coming soon

How do I display reviews on my site?

Use the reviews widgets or embed tools to pull approved reviews onto your OTMS site or funnel.

Watch Training: Displaying Reviews on Your Site coming soon

How should I handle negative reviews?

Respond calmly, acknowledge their experience, and offer a clear next step (e.g., private follow-up). Avoid arguing in public threads.

Watch Training: Handling Negative Reviews coming soon

Can reviews help my credibility and marketing?

Absolutely. Showcasing positive reviews, case studies, and testimonials on your site and funnels helps build trust and conversion.

Watch Training: Using Reviews to Boost Credibility coming soon

Account Access & Support

How do I submit a support request?

Use the Submit a Ticket form on the Support & Training hub, share a brief description, and attach screenshots or links if possible.

What should I include in a support ticket?

Include:

- What you were trying to do

- What you expected to happen

- What actually happened

- Any screenshots or relevant URLs

This helps us understand and solve the issue faster.

How long does it usually take to get a response?

Typical response times are 1–2 business days. If your issue is urgent, note that in the subject line.

When should I use training vs. submit a ticket?

Use training for “how do I…” questions and learning new features. Submit a ticket when something seems broken, confusing, or specific to your account setup.