I can't log in. What do I do?
I can't log in. What do I do?
Confirm with your IT admin that you’ve been added to the Stuut application in Azure / Microsoft 365 (or invited via Google). Then clear your browser cache and try again in a fresh browser window. Chrome or Edge are recommended.
A customer told me they paid, but Stuut still shows the invoice overdue.
A customer told me they paid, but Stuut still shows the invoice overdue.
Payment data has likely not yet synced from your ERP. Check with your admin on the sync schedule. In the meantime, discard any open drafts for this customer and add a note. The status will update on the next successful sync.
I accidentally closed a task — can I reopen it?
I accidentally closed a task — can I reopen it?
Unfortunately, tasks cannot be reopened once closed. Follow up with the customer manually outside Stuut, or ask your admin about creating a new task on the account.
A customer replied but no task was created. Why?
A customer replied but no task was created. Why?
Stuut only creates tasks from replies inside threads it initiated. If the customer sent a brand-new email (not a reply to a Stuut thread), it won’t be captured automatically — you’ll need to handle it manually.Replies from addresses that belong to Stuut users are treated as internal and don’t create customer tasks.
The AI-drafted reply doesn't sound right.
The AI-drafted reply doesn't sound right.
Always edit drafts before sending. The AI learns from your edits over time, so corrections now improve future drafts. If the tone is consistently off, flag it to your Stuut Customer Success Manager about targeted retraining.
The customer name appears in ALL CAPS.
The customer name appears in ALL CAPS.
This usually comes from how names are stored in your ERP. Work with your IT team to add a name-formatting step in the data export or integration pipeline.
Outreach went to the wrong contact. How do I fix it?
Outreach went to the wrong contact. How do I fix it?
Go to the customer’s Contacts tab and update the contact information. Stuut will use the corrected contacts for all future outreach. Follow up manually with the right contact for the immediate situation.
Emails suddenly stopped sending.
Emails suddenly stopped sending.
Your mailbox connection has most likely expired. Reconnect it in Settings. For Microsoft mailboxes, this may need an IT admin. Until it’s reconnected, no emails send from that mailbox, including workflow emails.
Stuut isn't creating drafts for a customer.
Stuut isn't creating drafts for a customer.
Check that a mailbox is connected and that the customer has at least one email contact. Stuut can’t draft without both.
Numbers in Ask Stuut or Analytics don't match another screen.
Numbers in Ask Stuut or Analytics don't match another screen.
Ask Stuut and Analytics read from Stuut’s analytics data, which can lag the live app by up to about 4 hours. They always match each other.
My DSO changed noticeably in September.
My DSO changed noticeably in September.
Stuut improved how it rebuilds historical balances. Invoices your ERP reports as paid, even without itemized payment details, now count as paid, which makes DSO more accurate. See Analytics.
I can't change a new user's role.
I can't change a new user's role.
The user needs to sign in to Stuut once before an admin can change their role.
An email came in but didn't match the right customer.
An email came in but didn't match the right customer.
Stuut matches inbound email mainly by the sender’s domain and signature. Emails it can’t place confidently go to the Triage inbox, where an admin or manager can assign them to a customer.