FAQ

Each question below has a short answer first and the detail under it, with a link to the page that covers the task. Questions are grouped: messages and flows, employees and integrations, access, then getting help.

Why didn’t my message send?

Open Messages in Activity, find the step and read its status; the status names the cause. The usual ones are below, most common first.

• Scheduled, in the future: the step’s day has not come. A step scheduled before a start date only reaches people whose record arrived early enough; see Schedule a step.
• Paused: the enrollment is waiting in Needs Review because the automation is in Verification mode, or someone paused the step. Review and unpause enrollments.
• The person was never enrolled: they are outside the trigger’s audience or lifecycle stage, the automation is in Manual or Inactive mode, or the re-enrolment rule blocked a second run. Set the audience, Change the mode.
• The step was skipped: its audience excluded the person, or Skip if overdue at enrollment was on and the step’s day had passed. Set a step audience, Handle late enrollments.
• Bounced or Invalid: the email address rejected the message, or the person has no address or chat identity for the channel. Resend a bounced message, Fix missing details.
• Error: the sender is archived, needs reconnecting or lost its channel. Check Needs Attention and Sender types and states.
• A weekday rule moved it: the step delivers only on chosen days and the computed day was skipped, so it moved to the previous or next delivery day. Schedule a step.

Why was someone enrolled twice?

Because the trigger fired for them again and the automation’s Prevent repeat enrollments setting allowed it. Each trigger has a minimum gap before the same employee can enrol again; date and property triggers wait at least a day, and you can set a longer gap or Never re-enroll. A manual enrolment is never blocked by the rule. Prevent repeat enrollments has the defaults per trigger.

Why is the Slack channel missing from the list?

Because the Pyn Bot is not in it, or the channel is newer than the last refresh. A step’s To list offers public channels and the private channels the bot has been invited to; invite the bot from Slack and wait a few minutes for the refresh, which runs every 5 minutes while the integration is active. The list reads No results when the chosen sender has no channels at all. Slack covers channels and the custom bot.

How often is data pulled from an HRIS?

Every 5 minutes while the integration is active, for BambooHR, HiBob, Rippling, Workday, ADP, Greenhouse and Google Workspace; every 15 minutes for Ashby; daily for Microsoft Teams members. BambooHR also sends change notifications between refreshes. The integration panel’s History tab shows each run. Sync cadence and matching has the full table.

How does Pyn decide a recipient’s time zone?

From the time zone your HRIS or Employee File supplies when it has one; otherwise from their country and postal code (the United States, Canada and Australia); otherwise from their country alone when it has a single time zone; otherwise the workspace’s time zone. A step scheduled in Recipient Time Zone uses it. Sync cadence and matching explains the resolution.

Does someone still get the messages if they were added to the HRIS late?

Yes, by default. When a person is enrolled after a step’s day has passed, Pyn sends the overdue steps within the hour, including the manager’s and buddy’s. Turn on Skip if overdue at enrollment on a step to leave it out instead, or use Verification mode to decide per person. Handle late enrollments.

If I add a step to a published automation, do people already enrolled get it?

Only if you update them. An enrollment runs on the version it was created on. When you publish, the Update Enrollments dialog lists the active enrollments on the previous version; tick the ones to move to the new version, and the new step is scheduled for them. Leave the dialog and they finish on the old version. Publish an automation.

Can a message have more than one reply-to address, or a distribution list as the sender?

One sender per step. Any mailbox you can verify can be a sender, including a shared address such as people@yourcompany.com, and replies go to it. To vary the sender by audience, use a conditional sender rather than several addresses. Senders, Create a conditional sender.

What access does Pyn use for Slack?

Direct messages, posting to channels it has been invited to, reading the member list to match emails, and sending on a person’s behalf only when that person connects their own account. The bot scopes are app_mentions:read, channels:read, channels:write.invites, chat:write, groups:read, groups:write.invites, im:history, im:read, im:write, team:read, users:read and users:read.email. The bot cannot read channel messages or join channels on its own. Slack.

What access does Pyn use for Microsoft Teams?

The Pyn app is installed in your tenant by your Teams administrator, with Pyn’s team, and sends direct messages and channel posts as that app or as a colleague who connects their own account; Pyn reads team members and channels daily to match people. Teams is in early access, so the request starts from the Available view. Microsoft Teams.

Why is employee data from BambooHR not appearing?

Because the BambooHR user Pyn connects with cannot see the fields. Connect with a non-employee user, so access does not end when an employee leaves, and give its access level the company fields Pyn reads. The error Insufficient permissions to view this list means a custom access level lost permissions: in BambooHR, open Access Levels, the custom level, Access Level Settings, and grant Company Field Settings. BambooHR.

Why is an employee not in a group or audience?

A group matches on the employee’s record as it is now, so a missing or stale field leaves them out. Open the person in Employees and check the fields, then the group’s rules under Employee Groups. Included groups with different parents must all match, so Department: Engineering with Country: Australia and Country: USA means Engineering and either country, and an excluded group always wins over an included one. See How audiences match.

How do I change who a message comes from?

Pick a different sender on the step, under Send from. Senders are added under Settings, Senders: a colleague’s Google Workspace or Microsoft 365 mailbox, a verified email address, a Slack or Teams account, or a custom Slack bot. Choose a sender, Senders.

Why can’t I see Flows, Directory or Settings?

Your role hides them. Flows needs Power User or above; Directory, Addons and Settings need Admin or Owner. Ask an Admin to change your role under Settings, Current Users. Roles and permissions.

Why was I signed out?

Sessions last 24 hours from sign-in, whether or not you keep using Pyn or switch workspaces. Sign in again. If your workspace uses single sign-on, you return through your identity provider. Sign in.

I found a bug. What should I do?

Email support@pynhq.com with what you did, what you expected and what happened, plus a screenshot or the page’s address. Steps to reproduce it get it fixed fastest.

How do I request a feature?

Email support@pynhq.com with the problem you are trying to solve and how you would like Pyn to help. Requests feed the roadmap; the Changelog shows what has shipped.

Related

• Messages to read any message’s status and what was sent.
• Automations for triggers, audiences, modes and versions.
• Sync cadence and matching for refresh schedules and time zones.
• Roles and permissions for who sees what.