These are short answers to questions Candu Support answers often. Each links to the full guide where there is one.
Analytics and exports
How do I see who clicked a specific button?
Open the content's analytics, select the button's interaction and download Interactions by User. To see who viewed the content, use Views by User. Both downloads are exportable. See How to Set Up and Track User Actions.
Is there a limit on user list downloads?
Yes. User list downloads are limited to 2,000 rows. If you need the full list, contact support.
Is Unique Views the same as MAU?
No. Unique views count users who saw one piece of content. MAU counts every identified user seen on pages with Candu installed. See How Candu Calculates MAUs.
Our MAU suddenly jumped. Why?
The most common cause is anonymous users. If the SDK is initialized before your app knows the real user ID, each visit can be counted as a separate anonymous user. Only call Candu.init once the user ID is available, then compare anonymous and identified user counts over several weekdays.
Can I pull raw Candu data into our warehouse?
There is no pull API. Use outgoing webhooks (or an integration such as Segment) for ongoing data. For a one-time historical backfill, ask your CSM.
Segments and traits
I sent traits with the wrong name. Can I delete them?
No action is needed. Traits that stop receiving data drop off the traits list after a while. Send the correctly named trait going forward.
I edited a live segment and the numbers look wrong.
Editing a segment resets its Active Users count, and users with an open session keep their earlier membership until their next page load. If you need accurate numbers or an immediate change, create a new segment with the new rules and retarget your content to it. Active Users is not the same as how many people saw your content; check the content's analytics for that. See Segmentation FAQs.
Can I segment users who did an event a number of times (for example five times)?
Event count conditions aren't supported. Compute the count in your app or data tool, send it as a trait (for example power_user: true), and build the segment on that trait.
Can I target a list of accounts?
CSV upload matches user-level IDs (user ID or email) only. For accounts, send the account ID as a trait and build the segment condition on that trait.
Forms
Does the form responses download include the submission date?
Yes. Open Form responses, pick the form and download the responses as CSV. Each row includes a submission timestamp. If an older export doesn't have it, download it again.
I submitted my form in preview but my webhook didn't fire.
Submissions in the editor preview don't trigger webhooks. Publish the content to a test segment that only contains you and submit it in your live app.
Can form options be filled in from each user's own data?
No. Options are fixed in the editor. You can show user data in the form's text with a trait variable (for example {{user.plan}}) and ask users to type their choice.
Layout and display
My published modal shows only a grey backdrop.
The dismiss action is probably on an inner card instead of the modal itself. Move the dismiss action to the modal (overlay) level so closing it also removes the backdrop.
My content looks broken on mobile.
Columns blocks aren't mobile responsive. Rebuild the section with layouts, or hide the columns on mobile and add a mobile-only version. Also check that cards use consistent width settings. See How Responsive Controls Work in Candu.
My inline banner is covered by page content when scrolling.
This usually comes from the host page's CSS stacking around the placement container, so raising Candu's z-index may not help. Adjust the container's z-index or position in your app, or use an overlay banner instead of inline. See Troubleshooting Z-Index Issues.
My text styles look different in preview than in the editor.
Extra or nested layout containers can override text styles. Remove unnecessary layouts, set typography on the text element itself, and preview again.
Can I paste from Google Docs and keep formatting?
Rich formatting from Google Docs doesn't carry over reliably. Paste plain text, then apply bullets, links and bold in the Candu editor.
Tours, videos and embeds
Part of my page is blank in the tour editor, or my tour can't find an element. It's inside an iframe.
Candu only sees the page it is installed on. If the area is an iframe (for example an embedded editor), install and initialize Candu inside that iframe as well, with the same user ID.
Can a tour step click something for the user?
Yes. Use the step's Trigger Click setting to click an element, for example to open a menu before the step points at an option inside it. Menus that only open on hover may close again; if so, show an image of the menu in the step instead. See Advanced Tour Settings.
How long should a tour be?
Keep tours to about six steps or fewer, show progress (for example "3 of 6"), and link longer journeys from a checklist. Tours users choose to start usually perform better than tours that open automatically.
My embedded video or iframe won't load in my app.
Check your app's Content Security Policy: the video or iframe domain must be allowed there, or the browser blocks it. The Player component supports YouTube, Vimeo, Wistia and Vidyard. On YouTube, related videos can appear when the video ends, so another host may suit product videos better.
Testing
How do I test content before my users see it?
Publish it to a segment that only matches you. To check which user ID Candu sees, run Candu.providerProps in your browser console on a page where Candu is installed. If you dismissed content set to "Until dismissed", it won't show again for that user, so test with a fresh user or a new piece of content. The editor's share link is a preview inside an iframe, so some tour actions don't run there; test tours in your real app. See Troubleshooting Content Not Showing Up.