Frequently asked questions

These are the same answers you'll find inside Yapii: click the question mark at the bottom of the sidebar. Can't find yours? See Getting help.

Getting started

What does Yapii do for me?

Yapii is a CRM built for real estate agents, with an AI assistant called Claire who follows up with your leads by text, email and phone in the background.

It keeps your contacts in one place, scores who is most worth calling right now (the IQ score), sends your homeowners a monthly home value email, and hands leads back to you when they are ready to talk.

What should I set up first?

Most agents start like this:

1. Bring in your contacts: import a spreadsheet from the Contacts page, or have an owner or admin connect Follow Up Boss in Settings, then Integrations.
2. Invite your team from the Team page (owners and admins).
3. Review Claire's settings on the Claire page before she starts reaching out.
4. Set up your own sending domain in Settings, then Email & Sending, so email goes out under your own brand.

The setup checklist on your Dashboard tracks your progress.

Why can't I save changes until I verify my email?

New accounts start in preview mode. You can look around, but anything that creates or changes data is blocked until you confirm your email address.

Open the verification email we sent you and click the link. If it didn't arrive, check your spam folder, or contact support and we'll send a new one.

Why does sign-up say registration is by invitation only?

Your Yapii workspace owner or admin needs to invite you first. Ask them to send an invitation, then sign up using the exact email address the invitation went to.

Invitations expire after 7 days, so ask for a new one if yours has run out.

Where can I get more help?

Search this page first. If your question isn't here, use Contact support at the bottom of the page to send us a message. We reply within one business day.

You can come back to this FAQ at any time from the question mark icon at the bottom of the sidebar.

Contacts and importing

How do I import contacts from a spreadsheet?

1. Save your spreadsheet as a .csv file.
2. On the Contacts page, open the Manage menu and choose Import CSV.
3. Check how your columns were matched. Anything marked Verify needs a second look.
4. Choose what happens to duplicates and who gets the leads, then start the import.

A progress bar shows while it runs, and you can undo an import for 24 hours. A file can have up to 50,000 rows (25 MB) and needs at least one name column.

Only tick "I have consent to contact these people" if they really agreed to hear from you.

What happens to duplicates when I import?

Rows are matched to contacts you already have by email address, or by phone number when a row has no email. You choose what happens to a match:

• Skip: leave the existing contact alone.
• Update: fill in blank fields and add new tags. Existing values are never overwritten.
• Create: add the row as a new contact anyway.

A contact you archived earlier is restored if it matches. Matching only checks your own contacts, so an owner or admin can run Find duplicates on the Contacts page afterwards to catch copies a teammate already had.

Why can't I see contacts my teammates added?

It depends on your workspace's contact visibility setting:

• Everyone keeps their own contacts (the default): each person sees only the contacts they added themselves. This applies to owners and admins too.
• Agents see the contacts assigned to them: owners, admins and managers see everything, and each agent sees the contacts assigned to them.

An owner or admin can change this in Settings, under CRM & Team Access.

What is the IQ score?

The IQ score is a number from 0 to 100 that estimates how worth working a contact is right now. It looks at things like where the lead came from, how recently you were in touch, follow-ups coming due, property value and equity, tags such as hot or VIP, and what the contact has said.

It is recalculated when a contact changes and again overnight, so treat it as a daily guide to who to call first rather than a fixed grade. Contacts that reach 80 are tagged Hot automatically.

How do I delete or restore a contact?

Deleting a contact archives it: open the contact, choose Archive and pick a reason. Archived contacts leave your lists and your outreach, but they are not erased. To bring one back, filter the Contacts list by the Archived status and restore it.

Owners and admins can also permanently erase a contact's data, for example when someone asks to be forgotten. Erasing cannot be undone.

Claire, your AI assistant

What is Claire?

Claire is your AI assistant. She follows up with leads by text, email and phone on your behalf, answers their replies, books appointments when a lead confirms a time, and hands the lead to you when they are ready to talk or ask for a person.

Everything she does shows on the Claire page, where you can read each conversation, approve her drafts and change her settings.

Why hasn't Claire contacted my new lead?

Common reasons:

• The lead's source isn't switched on for Claire. The workspace owner chooses which lead sources she works, on the Claire page under Settings.
• Your workspace holds her messages for approval, so a draft is waiting for you on the Claire page.
• It is quiet hours where the lead lives.
• The lead hasn't agreed to be contacted, has opted out, or is marked Do Not Contact.
• The contact is missing a phone number, a valid email or a full address.
• Today's limit on new leads was reached, so the lead is next in line tomorrow.
• Claire is paused. Look for Claire paused in the top bar.

How do I stop Claire right away?

Click Pause Claire in the top bar, on any page. Type a short reason and confirm with Pause Claire now. This stops Claire's calls, texts and emails across the whole workspace within seconds. Anyone in the workspace can do this.

To start her again, click Claire paused in the top bar and choose Resume Claire.

How do I stop Claire on one lead, or on all of my leads?

For one lead: open the conversation on the Claire page and choose Pause, or Take Over if you want to handle it yourself.

For all of your own leads: on the Claire page, open Settings, then My Claire, and turn off Claire works my leads. This only affects contacts assigned to you, and it can't switch her on if the workspace has her turned off.

Why is Claire's message waiting for my approval?

Claire is holding it for you to check. That happens when your workspace is set to hold messages for approval, when the lead is in a group that always needs approval (hot leads, by default), or when Claire's quality check wants a person to look first. Look for the Draft awaiting approval label on the Claire page.

Open the conversation and choose Approve Draft to send it as written, or Edit and then Approve & Send to send your version. Claire learns from your edits.

What hours does Claire text, email and call?

By default Claire doesn't text or email between 8 PM and 9 AM in the lead's own local time. The workspace owner can change these quiet hours on the Claire page under Settings. If a lead wrote to her within the last hour, she can reply right away because you are mid-conversation.

Texts and calls also follow the legal window of 8 AM to 9 PM in the lead's time zone (9 AM to 9 PM in Texas, 9 AM to 8 PM in Connecticut). Claire only calls leads who have agreed to calls, and only within your calling hours.

How quickly does Claire reply to a lead?

About two minutes after the lead writes. Replying within seconds reads as a bot and can get texts filtered by phone carriers. If it is quiet hours for the lead and they didn't write in the last hour, the reply waits until morning.

Does Claire tell people she is an AI?

Yes, where it matters. If someone asks directly, she always says she is a virtual assistant working with you. On a first message she adds a short AI notice where the rules require it, including California, Texas and Illinois, and whenever the lead's state is unknown. She does this once per person, not in every message.

On calls, when disclosure applies, she introduces herself as your AI assistant.

Why did Claire stop following up with a lead?

Common reasons:

• The lead replied STOP, opted out or was added to your suppression list.
• You or a teammate paused the conversation or took it over.
• The lead asked for a call, so Claire waits until after the callback.
• The lead was ready to talk, so Claire handed them to you.
• Your CRM marked the lead Do Not Contact or moved them to a stage Claire doesn't work, such as Closed or Appointment Set.
• The lead reached the limit on how often one person can be messaged, so Claire is waiting.
• Claire is paused, for example because AI credits ran out.

Can Claire book appointments?

Yes. When a lead clearly confirms a time, Claire books the appointment in Yapii, adds it to the contact's timeline and sends you a hand-off. If the time isn't clear, she asks for one instead of guessing.

She books within your appointment availability and doesn't book same-day appointments on her own. You'll find everything she booked on the Calendar page.

What is a hand-off?

A hand-off is Claire passing a lead to a person. She creates one when a meeting is booked, when a buyer or seller looks ready, when the lead asks for a person or a call, or when she gets a reply she can't handle.

Hand-offs appear under Ready for You on the Claire page, and on the Hand-offs page in team workspaces. Claim one to take it, or snooze, reassign or resolve it. A hand-off that sits unclaimed for 4 hours is flagged again, and open hand-offs expire after 48 hours.

Does Claire answer emails sent to my personal Gmail or Outlook?

No. Claire answers replies to her own texts and emails. If a lead writes directly to your personal Gmail or Outlook address, the message shows on the contact's timeline, but you will need to answer it yourself.

Will Claire start messaging contacts I import?

Not unless the workspace owner has switched Claire on for imported leads. Importing contacts doesn't send anything by itself.

Claire starts on a contact when the lead comes from a source the owner switched on for her, when a homeowner claims their home value dashboard, when a contact agrees to be contacted, or when you click Start Claire on a contact.

How do I start Claire on a contact?

Open the contact and click Start Claire. To start her on several contacts at once, select them on the Contacts page, choose Start Claire and pick Seller or Buyer mode.

Claire needs a way to reach the person: a valid email address and a complete physical address, and the contact can't be marked Do Not Contact.

Texts, calls and inbox

Where are my text messages?

Texts live in the Inbox, together with your email and call conversations. Open Inbox from the sidebar and filter by Texts.

Texts from numbers that don't match a contact show up there too, so you can link them to the right person.

Can my manager read my personal inbox?

No. Your personal mailbox in the Inbox is visible only to you, and that includes workspace owners and admins. Shared and team mailboxes are visible to owners, admins and the people added to that mailbox.

What happens when a contact replies STOP?

They are unsubscribed immediately. Yapii stops texting them and also stops calling them, adds their number to your suppression list, and pauses any automated follow-up. If they later text START or YES, they are subscribed again.

A message only counts as an opt-out when it clearly asks to stop, such as STOP on its own, unsubscribe, or stop texting me. Something like I'll stop by later does not.

When can I text or call a contact?

Texts and calls go out between 8 AM and 9 PM in the contact's local time (9 AM to 9 PM in Texas, 9 AM to 8 PM in Connecticut). The time zone comes from the contact's area code and state.

Automated messages that fall outside the window wait until the next morning. You can still reply right away to someone who has just written to you.

Why was my text blocked?

Yapii checks every text before it goes out. It is blocked if the contact opted out or is on your suppression list, is marked Do Not Contact, is outside the allowed hours in their time zone, or is on a do-not-call list, or if your workspace is out of text credits or has reached its sending limit. The message you see names the reason.

Your workspace may also be set so that only Claire texts contacts. In that case, reach the contact through Claire from their conversation.

What is text messaging registration, and do I need it?

US phone carriers require businesses that text customers to register their business and the kind of messages they send (this is called A2P 10DLC). Until your own registration is approved, your texts go out on Yapii's shared registration with no interruption.

Owners and admins can register the business in Settings. Having your own registration protects your text delivery over the long term.

Email and homeowner reports

What is the monthly home value email?

Each homeowner contact gets a monthly email with an estimate of their home's value and recent nearby sales, sent around the same day each month. The link in it opens a personal dashboard for their home. When a homeowner claims their dashboard and agrees to be contacted, Claire can start following up with them.

Owners and admins turn it on or off in Settings, under Email & Sending, in the Monthly home-value email card. It can also be turned off for a single contact.

A homeowner says their dashboard link stopped working. Why?

Dashboard links in the monthly email expire after 90 days for security. The next monthly email brings a fresh link. The unsubscribe link in any email never expires.

Why should I set up my own sending domain?

Until you do, your email goes out from Yapii's shared sending domain. That works, but it doesn't carry your brand. Your own domain (for example mail.yourbrokerage.com) builds your own sending reputation and improves delivery.

Owners and admins add it in Settings, under Email & Sending. Yapii shows the DNS records to add at your domain provider, or publishes them for you if you connect Cloudflare, GoDaddy or Hostinger. The check usually passes within 5 to 30 minutes and can take up to 48 hours.

Why didn't my email reach a contact?

An email is not sent if the contact unsubscribed, is on your suppression list, has an address that bounced before or failed a validation check, or if your sending limits for the day were reached. Marketing emails also need a valid email address and a complete US mailing address for the contact.

The contact's timeline shows the emails that went out and any bounce or unsubscribe.

Tasks, pipeline and appointments

How do I snooze a task?

On the Tasks page, use Snooze on a task and pick Tomorrow morning, In 3 days or Next week. Snoozed tasks move to the Snoozed tab and come back at 8 AM in your workspace's time zone.

How do I move a contact to another stage?

On the Pipeline page, drag the contact's card to another column. You have 10 seconds to undo.

Owners and admins can add, rename, reorder or remove stages with Edit stages. If a stage still has contacts, you'll be asked where to move them first.

Do contacts get appointment reminders?

Yes, by text, for contacts who agreed to receive texts: one the day before and one on the morning of the appointment.

If an appointment is still marked scheduled 30 minutes after it ends, it is marked as a no-show and Claire reaches out to reschedule.

Team and permissions

What can each role do?

• Owner: everything, including billing, transferring ownership and deleting the workspace.
• Admin: everything except billing and ownership. Admins can open Settings, invite people and remove members.
• Manager: team dashboards, team activity and leaderboards, plus compliance tools such as suppressions.
• Member: their own work. Members can't open Settings.

Which contacts each person sees also depends on your contact visibility setting.

How do I invite a teammate?

Owners and admins invite people from the Team page: enter their email address and choose a role. The invitation lasts 7 days and can be resent.

Pending invitations count toward your plan's seats (Operator 1, Builder 3, Expansion unlimited), so if you can't invite anyone, your seats are probably full.

Why can't I open Settings?

Settings is only for workspace owners and admins.

Your own details are on your Profile page, which you open by clicking your name at the bottom of the sidebar. That is also where you change your password. How Claire works on your own leads is on the Claire page, under Settings, then My Claire.

I belong to two workspaces. How do I switch?

Use the workspace switcher at the top of the sidebar. It only appears when you belong to more than one workspace.

How do I hand the workspace over to someone else?

The owner can transfer ownership in Settings, under Danger Zone. After the transfer, the previous owner becomes a Member, and both people get an email confirming it.

Plans and billing

What plans are there?

• Operator: 1 seat, 500 contacts included, 400 AI credits a month.
• Builder: 3 seats, 2,000 contacts, 1,000 AI credits a month, plus your own branding.
• Expansion: unlimited seats, 10,000 contacts, 2,500 AI credits a month, plus single sign-on.
• Enterprise: custom terms, arranged with our team.

Current prices are on the pricing page. Only the workspace owner can change the plan, buy credits or cancel, in Settings under Billing.

What happens if I go over my contact limit?

Imports and CRM syncs keep going, and the extra contacts are billed at $40 per 1,000 contacts per month on your next invoice. Adding a single contact by hand at the limit asks you to upgrade instead.

What are AI credits, and what happens when they run out?

AI credits pay for Claire's calls and texts, AI writing and research, and property data lookups. Each plan includes a monthly amount that resets on the 1st of every month. The owner can buy top-up packs, which never expire and are used after your monthly credits, or add a monthly Boost.

If credits run out, Claire pauses automatically. She starts again when credits refill on the 1st, or sooner if the owner tops up and resumes her.

My card payment failed. Will I lose access?

You'll get an email on the day it fails and again after 3 and 7 days. If it is still unpaid after 7 days, the workspace becomes read-only: you can still see everything, export your data and fix billing, but you can't make changes.

The owner updates the card in Settings, under Billing, with Open billing portal. Access returns as soon as the payment goes through.

How do I cancel, and when do I lose access?

The owner cancels in Settings, under Billing. You'll be offered a 30-day pause instead, which keeps your data and settings.

If you cancel, you keep access until the end of your paid period or 30 days from the day you cancel, whichever is later. After that the workspace is locked, but your data is kept.

Integrations

How do I connect Follow Up Boss?

An owner or admin opens Settings, then Integrations, chooses Follow Up Boss and pastes the API key from Follow Up Boss. Use Test connection first.

You can import your contacts or connect only your agents. After that, contacts keep syncing in the background.

Account and security

How do I change my password?

Open your Profile by clicking your name at the bottom of the sidebar, then use Change password.

If you've forgotten it, use Forgot password on the sign-in page. Resetting your password signs you out everywhere else and cancels any API keys you created.

How do I turn on two-step verification?

Two-step verification uses an authenticator app. It is in Settings, under Security, which owners and admins can open. When you turn it on you also get backup codes; keep them somewhere safe.

How do I get a copy of all my data?

The owner can export everything in Settings, under Data & Privacy. We email a download link when the export is ready, and the link works for 24 hours. You can run one export a day.

What happens if I delete my workspace?

The owner can delete it in Settings, under Danger Zone, by typing the workspace name to confirm. It is permanently erased after 14 days. Until then, the owner can restore it from Settings.