In-App Help: Fanaura AI (Aura)
Your first line of support is Aura, Fanaura’s built-in AI assistant. Aura lives inside your Fanaura dashboard and can answer questions about the platform in real time.How to Use Aura
- Look for the AI assistant icon in your Fanaura interface.
- Click to open the chat.
- Type your question in natural language.
- Aura responds with guidance, instructions, and links to relevant documentation.
What Aura Can Help With
- “How do I set up a presave campaign?” — Step-by-step guidance.
- “Why are my Instagram DMs not sending?” — Troubleshooting suggestions.
- “What is the difference between a blast and a flow?” — Feature explanations.
- “How do I invite a team member?” — Workflow walkthroughs.
- “What does the Engagement Score mean?” — Concept definitions.
What Aura Cannot Do
- Aura cannot make changes to your account on your behalf.
- Aura does not have access to your fan data or campaign results (it provides general guidance, not account-specific analysis).
- For complex issues that require account investigation, Aura will recommend contacting the support team.
Tip: Start with Aura for quick answers. It is available 24/7 and can resolve most common questions instantly.
Documentation
You are reading it right now. Fanaura’s documentation is comprehensive and organized by topic:Documentation Sections
| Section | What It Covers |
|---|---|
| Getting Started | Account setup, first steps, quickstart guides |
| Dashboard | Overview metrics, navigation |
| Assets | Music, tours, merch, extras — creating and managing content |
| Launches | Campaign containers, cycle stages, launch workflows |
| Smart Links | Data-collecting landing pages, customization |
| Fans | Fan database, profiles, conversations, lists, heatmaps |
| Flow Builder | Automated workflows, triggers, actions, conditions, delays |
| Blasts | One-time email and SMS broadcasts |
| AI | Fanaura’s AI features, intent detection, suggestions |
| Integrations | Shopify, Instagram, SMS, Spotify, Apple Music, and more |
| Settings | Profile, team, billing, notifications, security, logs, rewards |
| Pricing | Plans, features, usage, overages |
| Reference | Glossary, shortcuts, platforms, privacy, troubleshooting, support |
How to Search Documentation
- Use your browser’s search function (Cmd + F / Ctrl + F) to search within a page.
- Navigate the sidebar to browse by section.
- Use the Cmd + K / Ctrl + K shortcut in Fanaura to search across the platform.
Documentation Updates
This documentation is updated regularly as new features are added and existing features are improved. If you notice something outdated or incorrect, let us know through any support channel.Email Support
For issues that Aura and documentation cannot solve, reach out to the Fanaura team directly:How to Contact
- Send an email describing your issue.
- Include your artist name or account email so the team can identify your account.
- Attach screenshots if relevant.
What to Include in Your Support Email
For the fastest resolution, include:- What you were trying to do: “I was trying to send an SMS campaign to 5,000 fans.”
- What happened instead: “The campaign shows as ‘queued’ but no messages are being sent.”
- Error messages: Include any error text you see on screen.
- Steps to reproduce: If the issue is repeatable, list the steps.
- Screenshots: A picture is worth a thousand words. Include screenshots of the issue.
- Your account email or artist name: So the team can look up your account.
Response Times
| Plan | Expected Response Time |
|---|---|
| Basic (Standard Support) | Within 48 hours on business days |
| Pro (Premium Support) | Within 24 hours on business days |
| Complete (Personal Consultant) | Within 4 hours on business days |
| Enterprise (Dedicated AM) | Within 2 hours, including weekends |
Feature Requests
Have an idea for something Fanaura should do? The team wants to hear it.How to Submit a Feature Request
- Send your idea through email support or in-app feedback.
- Describe:
- What you want: “I would love a Discord integration for fan community management.”
- Why it matters: “My most engaged fans are in my Discord server, and being able to trigger flows from Discord events would let me reward them.”
- How you imagine it working: “Similar to the Instagram integration, but for Discord messages and reactions.”
What Happens to Feature Requests
- Every request is logged and reviewed by the product team.
- Requests that align with the product roadmap are prioritized.
- Popular requests (submitted by multiple users) get higher priority.
- When a requested feature ships, the team may notify you.
Tip: The more specific and well-reasoned your request, the more useful it is to the product team. “Add Discord integration” is good. “Add Discord integration so I can trigger flows when fans react to specific messages, which would let me identify my most engaged community members” is great.
Bug Reports
Found something broken? Report it so the team can fix it quickly.How to Report a Bug
- Send a bug report through email support.
- Include:
- What happened: Describe the unexpected behavior.
- What you expected: Describe what should have happened.
- Steps to reproduce: List exactly what you did to encounter the bug.
- Your browser and device: “Chrome 120 on macOS Sonoma” or “Safari on iPhone 15.”
- Screenshots or screen recordings: Visual evidence helps the engineering team understand the issue quickly.
Bug Priority Levels
| Priority | Description | Example |
|---|---|---|
| Critical | Feature completely broken, data loss risk | Campaigns not sending, fan data disappearing |
| High | Major feature impaired but workaround exists | Flow builder not saving, but editing JSON directly works |
| Medium | Feature partially broken, minor impact | Heatmap loading slowly, formatting issue in emails |
| Low | Cosmetic issue, no functional impact | Typo in UI text, alignment issue on one page |
Premium Support
Available on the Pro plan and above, Premium Support offers:- Faster response times: Your inquiries are prioritized over Standard Support.
- Priority bug fixes: Issues affecting your account are escalated to the engineering team.
- Proactive guidance: Occasional tips and best practices based on your usage patterns.
- Direct access: Shorter path to the right person on the Fanaura team.
Personal Consultant
Available on the Complete plan, your Personal Consultant is a dedicated Fanaura team member who:- Knows your account: They are familiar with your artist profile, fan base, and goals.
- Provides strategic guidance: Not just technical support, but strategic advice on how to use Fanaura most effectively.
- Helps with complex setups: Building intricate flows, designing multi-asset launches, or configuring advanced targeting.
- Offers regular check-ins: Periodic calls or messages to review your progress and suggest improvements.
- Responds quickly: Target response time of 4 hours on business days.
Enterprise: Dedicated Account Manager
Enterprise customers receive a Dedicated Account Manager who:- Manages your relationship: Your single point of contact for everything Fanaura.
- Coordinates with engineering: If you need custom integrations or features, your AM works with the engineering team.
- Provides training: Onboards new team members and trains your staff on new features.
- Delivers reports: Regular account health reports, usage analytics, and optimization recommendations.
- Is available broadly: Including weekends for urgent matters, with a target 2-hour response time.
Community
Beyond official support, the Fanaura community is a resource:- Other artists using Fanaura: Learn from peers who have solved similar problems.
- Shared best practices: See how other artists structure their flows, target their campaigns, and engage their fans.
- Networking: Connect with other artists, managers, and industry professionals who use the platform.
Self-Service Resources
Before contacting support, try these self-service options:- Search the documentation: Most questions are answered in these docs.
- Ask Aura: The AI assistant handles common questions instantly.
- Check Activity Logs: Settings > Logs often reveals what went wrong.
- Review the Troubleshooting page: Common issues and solutions are documented in Troubleshooting.
- Test in a new browser: Sometimes clearing cache or switching browsers resolves interface issues.
What Happens Next
Whatever you need help with, Fanaura has a path to a solution:- Quick question? Ask Aura or search the docs.
- Technical issue? Check Troubleshooting, then contact email support.
- Feature idea? Submit a feature request.
- Something broken? File a bug report with details.
- Strategic guidance? Upgrade to Complete for a personal consultant.
- Enterprise needs? Contact sales for a dedicated account manager.