FAQ & troubleshooting

What's the strip across the top of every screen?

That's the guide: Diurno HQ looks at your workspace — empty universe, a research outage (admins only), today's list, overdue actions, LinkedIn and call messages waiting for you, email setup, emails to write, companies to add to a sequence, new alerts, company searches and research that is running or waiting in the overnight queue (it says what is happening, never when it will be done) — and names the single most useful next step, with a button that takes you there. Amber means something needs a human (an overdue action, a research outage, or the one-time email setup); green means none of those checks has anything waiting on you. It updates as you work, so following it is a steady way to work through the app day to day.

What's the difference between the Fit and Event scores?

Fit = is this your kind of customer (mostly static, doesn't decay). Event = is something happening now (evidence-driven, fades with age). A dash in the Fit column just means it hasn't been assessed yet — research the account or set its qualification and it fills in. See How scoring works.

How do I get the Daily Brief in my inbox?

SettingsTeamYour preferences — Email me the Daily Brief every morning starts off for new accounts — each teammate turns it on for themselves — and Send me a test (available once it is ticked) delivers today's brief immediately. One email per morning, covering the workspaces you can see, only when there's something to contact, with an unsubscribe link in it. (If the test says email sending isn't set up, ask your Diurno HQ admin to finish OutreachSet up email sending.) The list itself: Today.

How does calling from Diurno HQ work?

Call buttons (account header, committee contacts) open the number in whatever your computer places calls with — set OpenPhone, Quo, or FaceTime as your default calling app once and every call routes through it; or pick Google Voice in SettingsTeamYour preferences. After you dial, Diurno HQ asks to log the call so the timeline, engagement, and Proof stay honest.

Can Diurno HQ build my account list for me?

Yes — give it your website. In the new-workspace wizard, paste your site's address, press Analyze, then hit Set it all up for me: AI reads it, works out what you sell and who buys it, builds the workspace and a starter email library, and pre-fills a company search for businesses like your customers (the same analysis lives in the Find companies dialog). Every candidate comes back with sourced evidence and 1–2 likely decision-makers (named only when a public source names them — otherwise the title to look for), and nothing joins your universe until you pick it. (The website analysis needs a live AI model — while the Research screen says instant research is turned off, the website field is switched off with that reason, and you can still type the filters or answer the setup questions by hand.)

Can Diurno HQ see who's visiting my website?

Yes, honestly: put the one-line snippet from SettingsIntegrationsYour website on your site, and visits from company networks that match accounts you track become scored “Visited your website” signals. A visit is matched only when the visitor network's name is confirmed and belongs to the account's domain — ISPs, mobile carriers and cloud networks stay anonymous counts, and a match identifies a network, not a person. Full guide: See who's on your website.

Why does an email show “Opened” but not score anything?

Mail apps open messages automatically (Apple's privacy features especially), so opens are displayed as a hint but not scored. A click on a link is different — usually a person choosing to look — so a click creates a scored engagement signal on the account, unless it looks like a security scanner or link preview fetching the link automatically; those are recorded as automated and score nothing.

Do I have to log replies by hand?

Not once reply detection is set up: replies then match their thread automatically, stop the sequence on the spot, appear in OutreachConversations, get forwarded to your own inbox, and raise an alert. Admins can see whether it's on in the email setup card at the top of Outreach — its Turn on reply detection step ticks itself off. Before that, Log reply on the thread does the same in one click. Setup details: Send email & sequences.

Can Diurno HQ ping Slack when something happens?

Yes — paste a Slack incoming-webhook address in SettingsIntegrationsSlack & webhooks and Diurno HQ posts the morning Daily Brief and its critical and high alerts (a reply raises one) to that channel. The same card offers a signed outbound webhook for your own systems: every event is sent with an HMAC signature so your receiver can verify it's really Diurno HQ — the signing secret stays masked on the card, with Reveal and Copy buttons. Disconnect asks before it stops either one posting.

What does starring a contact do?

The star marks a champion — someone who knows you: a past buyer, a warm intro, an advocate. On paid plans Diurno HQ watches champions for job changes weekly (ahead of the normal 14-day people check; the Free plan has no background checks) and alerts you when one lands somewhere new — and if the new company is already in your workspace, they're added to its committee with a champion joined signal that scores by the confidence of the source. Details: Verify people.

Does Diurno HQ write my outreach or actually send it?

Both. Generate outreach drafts email, LinkedIn, and call copy grounded in each account's evidence; the Email button and sequences then send it from Diurno HQ itself — previewed, logged on the timeline, with replies routed to your inbox. Walkthrough: Send email & sequences.

How do I stop emailing someone?

Three things stop a sequence: the recipient unsubscribes (every outbound email carries the link), you tick do not email on their contact, or the account becomes a Customer / Disqualified. An unsubscribe (the person presses the button on the page the footer link opens), a reply that is essentially just a request to stop, a hard bounce or a spam complaint puts the address on your organization's do-not-email list: sends are checked against it, every contact with that address in your organization is flagged, and their sequences end and record the reason (which one it was: unsubscribed, asked to stop in a reply, bounced, reported as spam or marked do not email); the list survives deleting the contact or the account. A reply that only mentions stopping raises an alert for you to read and adds nothing to the list. A do-not-email flag you ticked yourself can be unticked; an opt-out read out of a reply can be switched back on only by an owner or admin, after confirming; a person's own unsubscribe not at all from the app — the page their footer link opens has a Re-subscribe button that undoes it for 30 days after the unsubscribe, for whoever holds the link, and that puts a Do not email you had ticked back instead of clearing it; a bounce or a spam complaint can't be switched back on from the app.

Why is an account's score 0?

Either it hasn't been researched yet (why-now says “Research pending” — run research), or research found no sourced buying evidence. Zero with research done is information: nothing public says they're buying right now.

Why did a score drop when nothing happened?

Time passed. Evidence decays as it ages — see How scoring works. A drop without bad news means the old story is going stale; a refresh may find newer evidence.

A research job failed with “ambiguous company”.

Several real companies share that name and Diurno HQ refused to guess. Re-submit with the website filled in so it can tell them apart.

An enrichment cell says “No public evidence” — is that a failure?

No — it's the honest answer. Research ran and found nothing citable. See the honesty rules.

My free-lane job has been sitting for hours.

That's normal — overnight jobs are worked through in batches with no guaranteed turnaround, and a long queue takes more than one night. If you need it sooner, press ▶ on the job (Research screen) to run it on the instant lane now — which can't work while the Research screen says instant research is turned off. If a banner there says overnight jobs have been waiting a long time, ask your admin to restart overnight research.

The Research screen says “Instant research is turned off on this deployment”.

Instant research needs a research provider connected to your Diurno HQ deployment, and the notice means none is connected right now. The overnight lane still works: requests are queued automatically for an overnight batch (no guaranteed turnaround) instead of being refused. Until instant research is back, things that need an answer on the spot can't run — Set it all up for me, Suggest filters, and Generate with AI say the model is unavailable — and there is no ▶ to run a waiting job sooner. More: Research lanes & cost.

I changed thresholds/rules but the bands didn't move.

Saving thresholds, decay settings, or a rule change (points, the on/off switch, a delete) rescores every account on its own, and a toast says how many were rescored — no extra click is needed. If the bands still didn't move, open an account's score breakdown: a rule adds points only when a sourced signal is tagged to it, so raising the points of a rule nothing matched changes nothing, and an account with no live evidence stays low. Rescore all accounts (top right of Settings, owners and admins) forces a recompute.

My CSV import skipped rows.

“Skipped existing” = a company with that name is already in the workspace (no duplicates). “Skipped invalid” = the row had no usable name. Only a name (or company) column is required — see Import your account list.

Why don't I see the “Push to CRM” button?

A push button appears for each CRM once it's connected and enabled — OnePageCRM, HubSpot or Salesforce (Beta) — and only on plans that include CRM sync (not Free). Connect your CRM (owner/admin only).

Why was an account skipped in batch outreach?

No sourced evidence yet (nothing true to personalize with), or it already had outreach copy and “skip existing” was on. Research it, then re-run.

Who can change settings and integrations?

Owners and admins. Members work accounts but can't change credentials, team, or billing — and see scoring and the research profile read-only (“Only workspace owners and admins can change scoring.”). Plan changes (Switch, Convert) are an owner's alone; an admin on the Free plan can send an upgrade request. Roles: Sign in & workspaces.

I forgot my password.

Fastest: ask a teammate with the owner or admin role (only an owner can reset an owner) to hit Reset password on your row in SettingsTeam — they'll share a temporary one with you. On your own, click Forgot password? on the sign-in page: it opens an email to contact@diurnohq.com and a person at Diurno HQ confirms it's you, then sets a temporary password. There's no automatic reset email yet. Either way you're signed out everywhere until you use the new password, and SettingsTeamYour password shows that it was set for you — and by whom — so you can change it to your own.

How do I change my password?

SettingsTeamYour password: enter your current password and the new one twice. It signs you out of every other browser and device; this one stays signed in.

Is there a free plan?

Yes — when free sign-up is open, Start free on the public site creates one with 25 monitored accounts, 1 user and 40 research runs a month (overnight), and no card. Instant research, sending email and CRM sync come with the paid plans. Plans & pricing.

Why can't I send an email, push to a CRM, or run research now?

Those are part of the paid plans. If you're on Free, the message names the feature and points to SettingsPlan & billing, where Request an upgrade sends your request to the team. Previewing and drafting still work.

How do I get rid of a workspace?

SettingsWorkspaces — Archive hides and pauses it (reversible), or Delete… removes it for good after you type its name. Archive or delete a workspace.

Something else?

Email contact@diurnohq.com — a human reads it.