> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveinspect.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages and automations: troubleshooting Hive Inspect

> Answers about automated emails and texts that did not arrive, your dedicated number, review requests and contacts that never reached Mailchimp.

## Review requests

<AccordionGroup>
  <Accordion title="Why isn't the Review Engine sending messages?">
    Check these in order:

    * Is the engine **Enabled** on the dashboard? (Requires an active subscription.)
    * Have you connected **at least one review site** (Google, Facebook, or Yelp)?
    * Does the customer have an **email or phone** on file?
    * Has it been at least **2 hours** since the inspection was marked complete?
    * Was the inspection actually marked complete? This requires the report published, payment collected, and agreements signed.
  </Accordion>

  <Accordion title="How do I receive the private feedback?">
    You'll receive an email alert the moment a customer submits a lower rating, sent to every inspector and admin in your organization. The same feedback also appears in your Review Engine dashboard under the "Private Feedback" card, alongside the customer's name and inspection address.
  </Accordion>

  <Accordion title="Can I customize the email and SMS wording?">
    Not currently. Messages are standardized across all inspectors to maintain deliverability and keep messaging concise. The address, customer name, and rating link are personalized automatically.
  </Accordion>

  <Accordion title="What happens after 14 days?">
    The request is marked **Expired** and no further messages are sent. The customer can still rate using their original link until that point.
  </Accordion>

  <Accordion title="How do I turn it off?">
    The Disable toggle requires a quick chat with support so we can pause your subscription correctly. Use the in-app chat bubble and we'll handle it.
  </Accordion>
</AccordionGroup>

## Your own text number

<AccordionGroup>
  <Accordion title="What happens if someone tries to call my dedicated number?">
    The call will not go through. The dedicated number is for text messaging only — voice calls are not supported.
  </Accordion>

  <Accordion title="Can I use an existing phone number I already own?">
    No. Dedicated numbers are selected from available options and cannot match an existing number. You will choose a custom number during setup.
  </Accordion>

  <Accordion title="How long does it take to get my number?">
    After submitting your business information, it typically takes a few days for the number to be approved and activated.
  </Accordion>

  <Accordion title="Will clients see my personal number?">
    No. All automated texts are sent from your dedicated number, keeping your personal phone number private.

    ***
  </Accordion>
</AccordionGroup>

## Mailchimp contact sync

<AccordionGroup>
  <Accordion title="Can I send mass emails to all my clients from inside hive?">
    Not at this time — Mailchimp is the recommended way to do that. Once the integration is set up, your contacts are always current in Mailchimp and you can send campaigns from there.
  </Accordion>

  <Accordion title="Can I sync both clients and agents to the same Mailchimp audience?">
    Yes. When setting up each group, you choose which Mailchimp audience to send them to. Point both at the same audience or use separate ones.
  </Accordion>

  <Accordion title="What if I already have tags set up in Mailchimp from automations?">
    Use either **Add alongside my Mailchimp tags** or **Only sync new tags going forward** to preserve your existing Mailchimp tags. **Replace my Mailchimp tags** will overwrite them with whatever is in Hive. You can also choose **Don't sync contact tags** to keep tags out of the sync entirely.
  </Accordion>

  <Accordion title="Can I sync my existing contacts, or only new ones going forward?">
    Both. During setup, turn on **Sync existing clients/agents now** to sync everyone who qualifies. New and updated contacts sync automatically after that. You can also run **Sync now** at any time.
  </Accordion>

  <Accordion title="I only copied my API key once and now i've lost it. what do I do?">
    Go back to Mailchimp (**Account & billing → Extras → API keys**), revoke the old key, and create a new one. Then return to Hive and use **Reset API key** on the Mailchimp page to update it. Your sync settings are kept.
  </Accordion>

  <Accordion title="Can I change my settings after the initial setup?">
    Yes. Open **Business Tools > Mailchimp Integration** at any time to update your sync preferences, add or remove client/agent syncing, change your tag sync method, reset your API key, or disconnect entirely.
  </Accordion>

  <Accordion title="I'd like to send a monthly newsletter to the realtors in my Hive database. will this work for that?">
    Absolutely. Turn on **Sync agents**, choose the audience, and turn on **Sync existing agents now**. Your agent contacts will be in Mailchimp within minutes, and every new agent you work with is added automatically.
  </Accordion>

  <Accordion title="Why doesn't a contact appear in mailchimp?">
    * Make sure the contact has an email address — Mailchimp identifies contacts by email.
    * Check that the contact qualifies for a group you're syncing (an inspection role, or one of the tags you selected).
    * Contacts who unsubscribed from your Hive emails, or who previously unsubscribed/bounced in Mailchimp, are not added. Mailchimp doesn't allow re-subscribing them by integration.
    * If you changed which tags qualify, run **Sync now** to re-evaluate existing contacts.
  </Accordion>

  <Accordion title="What happens when I delete a contact in hive?">
    Nothing changes in Mailchimp — the integration never removes contacts from your audiences. Remove them in Mailchimp if needed.
  </Accordion>

  <Accordion title="Who do I contact for help?">
    Use the in-app chat or reach our support team at **[support@hiveinspect.com](mailto:support@hiveinspect.com)**.

    ***
  </Accordion>
</AccordionGroup>

## Not answered here yet

These come up but do not have a written answer yet. Ask in the chat bubble in your [dashboard](https://dashboard.hiveinspect.com) and we will walk you through it.

<ul>
  <li>An automation shows as sent but the client says it never arrived</li>
  <li>A client replied to an automated text and I cannot see it</li>
</ul>

## Still stuck?

<div className="hive-rows hive-rows-sm">
  <a className="hive-row" href="https://www.facebook.com/groups/1202950231646461" target="_blank" rel="noopener">
    <span className="hive-row-main">
      <span className="hive-row-title">Ask the inspector community</span>
      <span className="hive-row-line">Other inspectors answer in the Facebook group</span>
    </span>
  </a>

  <a className="hive-row" href="https://dashboard.hiveinspect.com" target="_blank" rel="noopener">
    <span className="hive-row-main">
      <span className="hive-row-title">Ask in the chat bubble</span>
      <span className="hive-row-line">Open your dashboard and use the chat bubble. Engineers, seven days a week</span>
    </span>
  </a>
</div>