Prokeep: FAQ

Do I need to download an application to access Prokeep?
- No. Prokeep is a web-based application accessible through supported browsers - Google Chrome, Mozilla Firefox, and Microsoft Edge
- Learn More: Compatibility & Minimum Requirements
How do I log in to Prokeep?
- Access your company's unique Prokeep URL (provided by your administrator) or reach out to Prokeep Support here.
- Learn More: How to log in to Prokeep
How do I enable Prokeep notifications?
- Notifications for Prokeep can be managed through your internet browser and computer settings.
- Learn More: Google Chrome, Mozilla Firefox, Microsoft Edge
How do I add a new contact and send a Welcome Message?
- You can add a new contact by navigating to the Contact Book and selecting the " + " at the top.
- Learn More: How to add a contact and send a Welcome Message

How can customers contact us via Prokeep?
- Customers can text your landline number just as they would text anyone else. You can also elect to use Shared e-mail, Fax, Web Chat, or Web Connect to connect with your customers!
How do I manage incoming messages?
- Use the shared Inbox tab to view and claim new messages.
- Learn More: Inbox Tab
Can I delete a message from Prokeep?
- Administrators and Managers can delete messages in Prokeep if necessary.
- Learn More: Deleting a Message
How do I set up after-hours messaging?

- Administrators and Managers can configure after-hours messages in their Settings to inform customers of your company's Hours of Operation & Availability.
- Learn More: After Hours Message & Temporary Hours

What are the different user roles in Prokeep?
- Roles include Administrator, Manager, and Member, each with varying levels of access.
- Learn More: Roles and Permissions
How do I add a new user?
- Administrators and Managers can add new users through their settings.
- Learn More: How to Add a New User to Prokeep
How do I give a user access to another group/location?
- Administrators and Managers can add existing users through their settings, following a separate process from above.
- Learn More: Assigning Existing Users to Different Groups
How do I change my password?
- Users can change their passwords through their account settings.
- Learn More: Changing Your Password

How do I import contacts in bulk?
- Administrators and Managers can use the template provided to add multiple contacts at once.
- Learn more: Customer Import - Overview
How do I unblock a contact?
- Only Administrators can unblock contacts through their settings.
- Learn More: How to Unblock Numbers
How do I add a new company to Prokeep?
- Use the ‘Company’ field when creating or editing a contact to search for an existing Company or add a new one if it doesn’t exist.
- Learn More: How to add/edit company information in Prokeep
How do I assign Contact Labels in Prokeep?
- Any user can assign contact labels when adding or editing a contact. Administrators & Managers (with permission) can assign Contact Labels in bulk.
- Learn More: How to create and assign Contact Labels

What should I do if Prokeep isn't working properly?
- Use private browsing mode to confirm the error is occurring in private as well. If so, clear your browser's cache and cookies for "All Time."
- Learn More: Google Chrome, Mozilla Firefox, Microsoft Edge
What do I do if my messages are failing or my customers report that sent messages were never received?
- If messages are failing, contact Support at support@prokeep.com. Include the contact name, phone number/email, date/time of the message, and a screenshot if possible.
I need to change my phone service provider. Will this affect my Prokeep service?
- In some cases. If your company is making changes to the number assigned to your account, please contact Support first to avoid any disruptions in service.
- Learn More: Important information to know when making changes to your company's number
How do I add additional locations to my account?
- To set up a shared email, please contact your Account Team or reach out to Prokeep Support at support@prokeep.com. They’ll provide setup instructions and help you get started.
How do I add email, fax, or live chat to my account?
- To set up a shared email, please contact your Account Team or reach out to Prokeep Support at support@prokeep.com. They’ll provide setup instructions and help you get started.