Customer Agent Markdown
Customer Agent Markdown File V1
# Product Listing Publication & Updates
## How do I get my products live on ArchiPro?
When your products are ready to be published on ArchiPro, our team will handle the publication process for you.
**What happens:**
1. **You submit your products** — Provide product details, images, descriptions, and specifications
2. **Our team reviews and uploads** — We'll add your products to your profile and make any necessary adjustments
3. **We set them live** — Once approved, your products are made 'live' on the platform and become visible to potential customers
4. **You receive confirmation** — We'll send you a direct link to your published product listing so you can verify everything looks correct
**Timeline:** Allow up to one week for products to be added to your profile once submitted.
**Next steps:** You can view all your live products in the Products section of your profile. If you notice any issues with your listing, please let us know and we'll make the amendments.
## What updates can I make to my existing products?
You can update various aspects of your product listings at any time. Our team can help you make the following changes:
**Content updates:**
- **Product images** — Add, replace, or reposition product photos
- **Product description** — Update the product name, title, and detailed description
- **Specifications and dimensions** — Add or modify product specs
- **Size variations** — Add or modify size options as selectable variants for your customers
- **Downloads** — Update product brochures, data sheets, and other downloadable resources
- **Website link** — Update the link to your website or product page
**Product status:**
- **Hide a product** — Temporarily remove a product from view
- **Restore a product** — Bring a previously hidden product back live
- **Make amendments** — We can correct any errors in pricing, categories, or other product details
**How to request updates:**
Simply contact our team with details of what you'd like to change, and we'll make the updates for you. We'll confirm when the changes have been made and provide you with the updated product link if needed.
## What do I need to do before my products go live?
Before we set your products live on ArchiPro, they may go through a review process to ensure they meet our platform standards.
**Review process:**
1. **Upload your products** — Submit your product information and images to our team
2. **Review stage** — Our team uploads and reviews your products to ensure all details are complete and accurate
3. **Approval** — Once we've verified everything is in order, we proceed to set them live
**What we check:**
- Product images meet our image guidelines
- Product title and description are clear and accurate
- All mandatory fields are completed
- Product category is correctly selected
- Pricing and inventory information (if applicable)
- Download attachments (if applicable, such as brochures or spec sheets)
**Your role:**
- Review the products once uploaded to ensure everything looks correct
- Let us know when you're ready for us to set them live (if we haven't already)
- Notify us of any corrections or amendments needed
**Pro tip:** The more complete information you provide, the better your product will perform on the platform. Fill in all available fields including specifications, dimensions, high-quality images, and relevant downloads.
# Publishing & Accessing Your Content
## How do I access my published article, project, or product after it goes live?
When your content is published to the ArchiPro platform, the support team will send you a direct link via email to the live content.
**What to expect:**
- You'll receive an email from the ArchiPro support team (support@archipro.co.nz) with a direct URL to your published content
- The link will be prominently displayed in the email message
- Published articles, projects, and products are available at archipro.com.au or archipro.co.nz depending on your region
- Your content will also appear on your business profile, which acts as an extension of your online brand presence
- Reach an audience of 280K+ active monthly users and 4M+ monthly reach
**Note:** You do not need to take any action once you receive the link—your content is already live and visible to the ArchiPro audience.
**Need to make changes?** Once published, you can request edits by contacting support@archipro.co.nz and specifying what changes you'd like made.
## What are the requirements for my project to be published, and how long does approval take?
Before your project can go live on ArchiPro, it must meet specific requirements. The approval process is straightforward and typically takes **48 business hours**.
**Project Requirements:**
- **Photography credits are mandatory** — Every image in your project must have photographer or image owner credits assigned. This is the most common reason projects require revision before approval.
- High-resolution, well-lit imagery (avoid blurry or low-quality photos)
- A strong, descriptive title and thorough project description
- Well-written content that is proofed for quality
- All images must be yours or properly licensed
**The Approval Timeline:**
- Content is approved and made live **within 48 business hours of submission**
- If additional information is needed, the ArchiPro team will contact you
- If you have an urgent need for content to go live sooner, contact support@archipro.co.nz
**Adding Photography Credits:**
- The support team can add credits for you if you provide the photographer's name
- Alternatively, you can add them yourself directly in your Business Manager account using the link provided in the email
**Tips for faster approval:**
- Double-check that all images have photography credits before submitting
- Ensure your content meets all quality guidelines
- Use high-resolution imagery and clear, descriptive text
- Include relevant project details and context
**Important note:** You will not receive a notification when your content goes live—the support team will send you a direct link via email so you can review and share it.
## Can I add hyperlinks in image captions? What are the platform limitations?
The ArchiPro platform has a specific limitation regarding hyperlinks in image captions:
**Image Caption Limitation:**
- **You cannot add hyperlinks directly in image captions** (text below images)
- This is a technical constraint of the platform that applies to all content
**What you CAN do instead:**
- Add hyperlinks as normal text in the body of your article or project description
- These links will appear separate from the image but will still direct readers to relevant content (projects, products, or external resources)
- Links in the main article body are just as effective for guiding readers and are fully supported
**Workaround Example:**
If you want to link to a related project, instead of trying to add a link in the image caption, add a linked reference in the paragraph above or below the image with text like: "See our related project: [Project Name](link)" or "View the complete installation: [Link to project]"
**Other Supported Content:**
- Hyperlinks in article body text and descriptions: ✓ Fully supported
- Hyperlinks in project description and body content: ✓ Fully supported
- Hyperlinks in product listings and descriptions: ✓ Fully supported
- Image captions with plain text: ✓ Supported
**How the support team can help:**
If you need help restructuring your content to work within these constraints, the ArchiPro support team can assist you at support@archipro.co.nz. They can add hyperlinks to your article body on your behalf or suggest the best placement for maximum impact.
# How to Contact Vendors on ArchiPro
## I have a question about a product on ArchiPro—who should I contact?
ArchiPro is a directory platform that connects you with architecture, design, and building product professionals. We don't directly provide product information, pricing, or availability.
**To inquire about a specific product:**
1. **Find the product** on ArchiPro and view its product page
2. **Navigate to the supplier's profile** by clicking the business name below the product title
3. **Choose your contact method:**
- Use the **Enquiry Form** on the profile (available on every product and business page)
- Click the **Contact Tab** on the business profile to find their phone number and other details
- Call the supplier directly using their phone number (typically found on their profile homepage)
The supplier will be able to answer your specific questions about specifications, pricing, stock availability, and ordering.
**Note:** Please do not contact ArchiPro support (support@archipro.co.nz) with product-specific questions, as we don't have access to supplier information. Contact the business directly for the quickest response.
## How do I find contact information for a specific supplier on ArchiPro?
When you find a product or business you're interested in, you can contact the supplier through multiple channels:
**Step-by-step:**
1. Navigate to the business profile by clicking the supplier's name (usually displayed below the product title)
2. You'll see several ways to connect:
- **Enquiry Form** - Complete the form on the profile to send a direct message to the business
- **Contact Tab** - Click this tab on the business profile to view their phone number, email, and physical address
- **Phone Number** - Usually displayed on the business profile homepage (scroll down to find it)
**Why use these methods?**
These direct contact methods ensure your inquiry reaches the supplier quickly and allows them to respond with specific information about their products and services. Responding within 24–48 hours is standard practice for ArchiPro suppliers.
**Important:** ArchiPro support cannot forward messages to suppliers or access their product information. Always contact the business directly through their profile.
## What should I do if I've accidentally contacted ArchiPro support instead of a vendor?
If you've emailed support@archipro.co.nz with a vendor inquiry, follow these steps:
1. **Find the correct vendor profile** on ArchiPro by:
- Searching for the product or business name in the product directory
- Navigating to the supplier's profile by clicking their name under a product listing
2. **Contact the vendor directly** using one of these methods:
- **Enquiry Form** - Fill out the contact form on their profile or product page (this is the fastest way)
- **Contact Tab** - Find phone and email information on the business profile
- **Phone or Email** - Use the contact details displayed on their profile
3. **Do not reply** to the ArchiPro support team response with follow-up vendor questions—these will not reach the business
**Why this matters:** Contacting vendors directly through their ArchiPro profile or phone ensures your inquiry reaches the right person immediately. ArchiPro support cannot access vendor information or forward messages, so going direct is faster and more reliable.
# Advertising Campaign Schedule Coordination
## What is the timeline for planning and scheduling my advertising campaigns?
## Campaign Timeline Overview
ArchiPro coordinates advertising campaigns across multiple channels (EDM, Social, Display) with carefully managed timelines to ensure quality and timely delivery.
### Key Deadlines
**Content Submission**
- Content must be received **6 weeks prior** to your campaign's live date
- If content is not submitted, automated reminders are sent at 8 weeks and 7 weeks prior to the live date
- For EDM campaigns specifically, content can be submitted via the briefing form provided in your Ad Schedule
**Design & Approval Process**
- EDM proofs are sent approximately **1 month before** your scheduled live date
- You'll have **2 rounds of feedback** for design revisions
- Coded tests (clickable prototypes) are sent for your review with **1 round of feedback**
- Final approval must be completed **at least 1 week before the live date**
**Campaign Go-Live**
- Your campaign launches on the booked date
56P7[‘’]- EDM campaigns send at 10am on the scheduled date
- Once scheduled, no further changes can be made
### Flexibility for Multiple Campaigns
If you're running multiple campaigns (for example, EDM and Social), these can be coordinated:
- They may launch simultaneously if content is ready
- Or they can be staggered to accommodate shipment dates or other business needs
- Discuss your preferred timing with your account team when scheduling
### Performance Tracking
Results are typically available 24-48 hours after send. We recommend reviewing results after one week for the most complete picture.
## What content and materials do I need to provide for my advertising campaign?
## Content Requirements Checklist
To get your advertising campaign built and approved smoothly, you'll need to provide specific materials and information.
### Core Requirements
**Product or Campaign URL**
- Submit the link to the product, range, or project you want to advertise
- This can be entered via the briefing form on your Ad Schedule
- The page must have a clear description and high-resolution imagery already on ArchiPro
**High-Resolution Imagery** (recommended)
- Minimum 1000 pixels wide
- Formats: JPEG, TIF, or PNG
- Lifestyle or in-situ photos work best
- If you don't specify an image, the ArchiPro team will select one from your product/project page
**Copy and Key Benefits** (optional)
- Specify a key benefit you want highlighted, or
- The team will craft copy from your existing product/project description
- Call-to-action (CTA) details if you have specific requirements
### Company Information Updates
- If your company name or other profile details need updating, let the Ad Team know
- They'll create a ticket to ensure changes are reflected across your entire profile
### Product Links (for Clickable Ads)
- Confirm which specific products or SKUs should appear in clickable sections
- Provide product links for each item if running product-specific campaigns
### High-Res Imagery Submission
- When requested, send high-resolution images directly to **advertising@archipro.co.nz**
- One of the Ad Team will confirm receipt and the timeline for updates
- Poppy or another team member will be assigned as your point of contact
### Proof Review Considerations
When you receive your proof (design) or coded test (clickable prototype), be prepared to:
- Review imagery placement and appearance
- Check all URLs and links work correctly
- Verify copy, CTAs, and product information
- Provide feedback within the allowed feedback rounds (2 for design, 1 for coded test)
- Ensure everything is accurate before final sign-off
> **Pro Tip:** Review your materials carefully the first time—you have limited feedback rounds, so thorough review upfront prevents delays.
## What happens after I submit my content? How does the approval process work?
## The Content Approval & Build Process
Once you've submitted your campaign content, here's what happens behind the scenes and what to expect at each stage.
### Stage 1: Receipt & Confirmation
- Your content is received and logged by the Ad Team
- You'll get confirmation that materials have been received
- A team member is assigned as your point of contact (e.g., Poppy)
### Stage 2: Design Phase (for EDM campaigns)
**Timeline:** ~1 month before your live date
- The design team builds your campaign with your approved content
- A proof (design mockup) is sent to you for review
- You'll see how imagery, copy, and calls-to-action look together
**Your Action:** Review carefully and send feedback
- You have **2 rounds of feedback** for the design phase
- Be thorough—you're limited to 2 rounds, so review carefully before responding
- Flag any issues, requested changes to copy, imagery adjustments, or layout preferences
- Optional: Request a meeting with the Ad Team to discuss the design
### Stage 3: Revisions
- The design team makes your approved changes
- A revised design proof is sent for your final sign-off
- Once you approve the design, no further changes can be made to the design
### Stage 4: Coding Phase
**Timeline:** After design approval, ~2-3 weeks before live date
- The approved design is coded into an interactive, testable version
- A coded test is sent to you for review
- Test all URLs and interactive elements to verify the user experience
**Your Action:** Review and provide feedback
- You have **1 round of feedback** for the coded test phase
- Check that all links go to correct destinations
- Verify buttons, CTAs, and interactive elements work as expected
- Provide clear feedback if any adjustments are needed
### Stage 5: Final Sign-Off & Scheduling
**Timeline:** **At least 1 week before live date**
- The approved, coded campaign is finalized
- Your campaign is scheduled to go live on the booked date
- **Important:** Your final approval must be signed off at least 1 week before the live date to ensure no delays
**After this point:**
- No further changes can be made
- The campaign is locked in for delivery
### Stage 6: Campaign Go-Live
- Your campaign sends/launches on the scheduled date
- For EDM campaigns: sends at 10am to your selected audience
- You'll receive notification of the send
### Stage 7: Performance Review
- Results and analytics are available 24-48 hours after send
- Full performance data is typically available after 1 week
- Your account team can discuss results and insights if desired
### Key Reminders
| What | Timeline | Consequence if Late |
|------|----------|-------------------|
| Content submission | 6 weeks before | Campaign may be delayed |
| Design feedback | As requested | Delays may impact final sign-off deadline |
| Final sign-off | 1 week before | Risk of missing go-live date |
# Product Data Sync and API Integration
## How do I automatically sync products from my website to ArchiPro?
ArchiPro supports automatic product synchronization through API connections with popular e-commerce platforms like **WooCommerce** and **Shopify**. Here's how to set it up:
## Setting Up API Integration
1. **Configure the Connection**: Your ArchiPro profile connects to your e-commerce platform via API. Our team will set this up during onboarding.
2. **Use Product Tags**: To bring products into ArchiPro, apply a specific tag within your e-commerce system (usually created specifically for ArchiPro). Only tagged products will sync.
3. **Automatic Updates**: Once tagged and synced, any updates you make on your website—including pricing, SKU, variants, and descriptions—automatically flow through to ArchiPro.
## What Gets Synced
Via API connection, the following data syncs automatically:
- SKU (product identifier)
- Pricing and sale prices
- Product variants (size, color, etc.)
- Inventory/stock status
- Basic product metadata
## Maintaining the Connection
- Keep the ArchiPro product tag in place on your website for the sync connection to remain active
- If you notice discrepancies between your website and ArchiPro, verify that the tag is correctly applied
- For detailed setup instructions, see our [WooCommerce sync documentation](https://archipro.support/en/selecting-which-products-to-sync#woocom)
## Need Help?
If products aren't syncing or the API connection isn't working properly, contact your ArchiPro support team with details about your e-commerce platform and the affected products.
## How do I bulk update or import products using CSV files?
ArchiPro supports bulk product management through CSV (comma-separated values) file uploads. This method works well for updating multiple products at once or uploading many new products in a single file.
## Exporting Your Product List
To get started, export your current products as a CSV file:
1. Go to **CONTENT > Products** in your ArchiPro dashboard
2. Click the **Export** button (top right) to download your product list
3. You'll receive a spreadsheet with all your products, including:
- Product details (name, description, pricing)
- SKU, variants, and inventory status
- Product status (Draft, Live, Not Live)
- Website referral links
- Search tags and SEO information
**Note**: Exports only include products currently marked as LIVE. To see all products, adjust your filters before exporting.
## Making Updates in CSV
In your spreadsheet:
- Create new columns if needed (e.g., "NEW WEBSITE URL" for link updates)
- Update pricing, descriptions, images, and other product data
- Mark products as "Not Live" to remove them (instead of deleting)
- Ensure pricing data goes in the "Product Price" column (not "Sale Price" unless on sale)
- Add product links in the "Website Referral" column
## Uploading Your Updated File
1. Prepare your CSV file with all changes
2. Send the file to your ArchiPro support contact
3. The team will import the file to update your products
4. You'll receive confirmation once the import is complete
## CSV Upload Limits (By Membership Tier)
- **Manual Upload**: Up to 100 products (300 variants total)
- **CSV Upload**: Up to 200 products (600 variants total)
## Handling Variants
If you have products with multiple configurations (sizes, colors, etc.), each variant appears as a separate line in the CSV. For example, a shirt in 3 sizes generates 3 SKUs. This is normal and allows precise inventory tracking.
## Common Issues
**Broken Links in CSV**: If the website referral column is blank or shows a broken link, it means:
- The original link no longer exists (404 error)
- The product may have been discontinued
- The URL structure has changed
- ArchiPro automatically redirects users to your homepage instead
To fix this, update the website referral column with the correct current link.
## Need More Help?
For CSV format questions or technical support, contact your ArchiPro Client Manager.
## What are the different ways to add new products to ArchiPro?
There are three main methods to add new products to your ArchiPro profile, depending on your needs and volume:
## 1. API Integration (Automatic Syncing)
**Best for**: Large product inventories that update frequently
- Products sync automatically from your e-commerce platform (WooCommerce, Shopify)
- Apply the ArchiPro tag to products on your website
- Tagged products automatically appear in your ArchiPro profile for review and approval
- Changes on your website sync automatically
**Learn more**: See "How do I automatically sync products from my website to ArchiPro?"
## 2. CSV Bulk Upload
**Best for**: Batch uploads of 100–200 products at once
- Export your product inventory from your e-commerce system as CSV
- Update product details in the spreadsheet (descriptions, images, pricing, etc.)
- Send the CSV to your ArchiPro support team for import
- All products upload at once; you approve them before going live
**Product Allowance**: Up to 200 products (600 variants) per membership term via CSV
**Learn more**: See "How do I bulk update or import products using CSV files?"
## 3. Manual Upload (Individually or Team-Assisted)
**Best for**: Urgent uploads, small batches, or detailed customization
### Your Team Uploads Individually
- Log into your ArchiPro dashboard and click **Add Product**
- Fill in product details using the Product Editor form
- Use the **AI Description Generator** to auto-draft product descriptions
- Add product images, pricing, variants, and metadata
- Submit for approval
### ArchiPro Team Assists
- Provide product URLs: Send a list of links to products on your website
- Provide images and details: Email product information directly
- The ArchiPro team uploads products on your behalf
**Product Allowance**: Up to 100 products (300 variants) per membership term via manual upload
## Choosing the Best Method
| Method | Volume | Speed | Automation | Best For |
|--------|--------|-------|------------|----------|
| API Integration | Unlimited* | Automatic | Yes | Large, dynamic catalogs |
| CSV Upload | Up to 200 | Batch | Partial | Medium batches, bulk updates |
| Manual Upload | Up to 100 | Slow | No | Small batches, urgent needs |
*API syncing has no product limit; synced products count toward your overall profile.
## Product Review & Approval
Regardless of upload method, all new products go through an approval workflow:
- Products appear in **Draft** or **Pending Approval** status
- ArchiPro team reviews and approves
- Approved products become **Live** and searchable on the platform
## Questions?
Contact your ArchiPro Client Manager or support team for guidance on the best method for your business.
# Profile Access, Permissions, and Team Management
## How do I access edit mode for my ArchiPro profile?
## Accessing Edit Mode
To edit your business profile on ArchiPro, you need to:
1. **Log in to ArchiPro** with an email address that has been added to your profile with admin access
2. **Click your initials** in the top right corner of the screen
3. **Select your business name** from the dropdown menu (it will appear under your notifications)
4. Your profile will now open in **edit mode**
## Troubleshooting Access Issues
**If you can't find your business in the dropdown:**
- Make sure you're logged in with the correct email address. Only emails that have been added to your profile with admin access can edit it
- You may be logged in with a personal email instead of your business email — try logging out and back in with the correct email
- If your email was recently added to the profile, refresh the page and try again
**If you still can't access edit mode:**
- Contact support at support@archipro.co.nz with your business name and email address, and the support team will verify your admin access
## Important: Email Matters
Access is controlled by which email address you register and log in with. If your team has multiple emails associated with the profile, each person must log in with *their own* email address to access the account.
## How do I add team members and manage their permissions on my profile?
## Adding Team Members
### Self-Service Addition
1. **Navigate to Team settings:** Log in to your Business Manager, go to **Profile** > **Team** > **Team Members**
- Direct link format: archipro.co.nz/business/[your-business-name]/team-members
2. **Click 'Create Team Members'** (or 'Invite Team Members') button in the top right
3. **Enter their details:** Full name and email address
4. **Select permission level** for that person (see below)
5. **Send invitation:** They will receive an email invitation from info@archipro.co.nz with a link to join
**Tip:** If you want to quickly add multiple team members, you can use the **'Copy Link'** feature to generate a shareable link that expires within 48 hours.
### Getting Support with Additions
If you prefer, contact support at support@archipro.co.nz with the team member's email and full name, and the support team will add them on your behalf.
## Understanding Permission Levels
**Admin Access**
- Full access to edit the business profile, respond to inbox messages, and manage products
- Admins can also manage and invite other team members
- Grant this to anyone who needs to make updates to your profile
**Inbox Access**
- View and respond to profile inbox messages only
- Cannot edit the profile or manage products
- Useful for customer service representatives
**Product Access**
- Edit products and process orders (if ecommerce is enabled)
- Cannot change the profile, projects, or articles
- Useful for product managers or ecommerce staff
## Important Notes
- **Email invitations:** Team members should check their junk/spam folder if they don't see the invitation email from info@archipro.co.nz
- **Confirm acceptance:** Team members must click the email link and either create a new account or log in to their existing ArchiPro account
- **Visibility on profile:** Team members are shown publicly on your profile's **About** section under **'Meet the Team'** — toggle **'SHOW ON PROFILE'** to control who is visible
- **Rearrange and remove:** You can rearrange the order of team members, update their information, and remove them at any time
- **Who can manage permissions:** Only admins can add, remove, or change the permissions of other team members
## Why can't I access my profile or edit mode? What should I check?
## Quick Checklist for Access Issues
### 1. Verify Your Email Address
The most common access problem is logging in with the wrong email. Check:
- **What email did you register with?** Your profile may have multiple emails associated with it
- **Which email has admin access?** Only emails added to your profile's Team section with admin access can edit
- **Try logging out and back in** with a different email address you use for your business
**Example:** You might have registered with *yourname@company.com*, but your profile admin access is under *info@company.com*. You'll need to log in with the email that was granted admin access.
### 2. Confirm Admin Access Has Been Granted
If you were recently added to a profile:
- **Check your email:** You should have received an invitation from info@archipro.co.nz. Click the link to confirm
- **Check your junk/spam folder** — invitations sometimes end up there
- **Refresh your browser** after accepting the invitation before trying to access edit mode
### 3. Try Accessing the Profile Directly
Use the direct profile URL (provided by your support contact or visible in your profile settings):
- Example: https://archipro.co.nz/business/macfie-architecture/profile/info
- Make sure you're logged in first, then click your initials and select your business name
### 4. Check for Browser or Website Issues
- **Clear your browser cache** or try a different browser
- **Try again later** — temporary website issues can restrict access
- **Use an incognito/private window** to rule out cache problems
## When to Contact Support
If you've checked all of the above and still can't access edit mode, contact support@archipro.co.nz with:
- Your business name
- The email address you're trying to log in with
- A screenshot of what you see (if applicable)
The support team can verify which emails have admin access and resolve any permission issues.
## What should I do if I have duplicate profiles or need to manage multiple locations?
## Managing Multiple Profiles
ArchiPro accounts can have multiple profiles for different locations, brands, or situations. If you have more than one profile, you may need to:
### Switching Between Profiles
If you manage multiple profiles:
1. **Log in to your account**
2. **Click your initials** in the top right corner
3. **All your accessible profiles will appear** in the dropdown
4. **Select the profile you want to edit** — each will open in its own edit mode
**Note:** If you don't see a profile you expect, it may not have been added to your email address. Contact support to confirm which profiles are associated with your email.
### Australia vs. New Zealand Platforms
ArchiPro operates separate platforms for Australia and New Zealand:
- **New Zealand platform:** archipro.co.nz
- **Australia platform:** archipro.com.au
You may need to switch platforms to see profiles for different regions:
- **Click the location button** (usually "NZ" or "AU") in the top right corner
- **Select the correct country** to see your profiles for that region
### Cleaning Up Duplicate or Old Profiles
If you have profiles that are no longer needed or duplicates:
1. **Verify it's a profile you want to disable** (check the profile URL to confirm)
2. **Contact support** at support@archipro.co.nz with the profile name or URL
3. The support team will **disable the profile**
4. **Note:** Google may take time to remove the disabled profile from search results, but it will not be discoverable on the ArchiPro platform once disabled
### Migrating Profiles
If you're expanding to a new region (e.g., launching in Australia while already on the NZ platform):
- Support can **clone your existing profile** to the new platform as a starting point
- Your profile will remain **hidden from the public** until you're ready to go live
- You'll have a chance to customize it before launch
- Profile go-live is typically discussed and coordinated with your client manager
# Product Upload and Catalog Management
## How long does it take to get my products uploaded to ArchiPro?
## Upload Timeline
The product upload process typically takes **3 to 6 weeks** from the time you submit your request and all required information.
### What We Need From You
To begin the upload process, please provide:
- **Product URLs** from your website, or
- **A complete product list** with all product details
### Upload Process Steps
1. **Request Received**: We acknowledge your upload request and brief our team
2. **Product Upload**: Our support team uploads your products to the platform
3. **Draft Status**: Products are initially placed in draft mode
4. **Image Review**: We request suitable product images if needed
5. **Go Live**: Once images are approved, we set your products live
### Things to Know
- Our team handles uploads on your behalf — you don't need to manually add each product
- If you have a large volume of products (100+), ask about our **API integration** option or **CSV bulk upload tool** for potentially faster processing
- We will keep you updated on the progress and notify you when products are live
**Next Steps**: Reach out to your Client Manager with your product list or website URLs to get started.
## What image requirements do I need to meet before my products can go live?
## Product Image Requirements
Product images are essential for going live on ArchiPro. Here's what you need to know:
### Image Guidelines
- **No overlays or badges**: Images must not contain text overlays such as "NEW", "Replaces Model 66", promotional badges, or similar graphics
- **Clear product view**: Provide clean, professional images that clearly show the product
- **Set as thumbnail**: At least one image should be designated as the product thumbnail (primary image) for search and listing visibility
### Image Upload Process
1. Provide high-quality images of your products
2. Our team will review images for suitability
3. We set the primary thumbnail image for you
4. Once approved, products can be set live
### What Happens If Images Are Missing or Unsuitable
- Products will remain in draft mode
- We will request new images from you before going live
- This prevents unsatisfactory product listings from appearing to customers
### Technical Considerations
- Our platform may occasionally display images with a zoom effect (known issue we are addressing)
- If you notice image display issues, please notify your Client Manager
**Pro Tip**: Prepare clean, high-resolution product photos without any text or promotional graphics before submitting your product list. This speeds up the approval process.
## What are the different product statuses, and what does each one mean?
## Product Status Lifecycle
Products on ArchiPro move through different statuses as they are uploaded, reviewed, and made available for purchase. Here's what each status means:
### Product Statuses
**Draft**
- Products are uploaded but not yet live
- Visible only to you and your team in the admin panel
- Not accessible to customers
- Used while finalizing product details and images
- Next step: Get images approved and request to go live
**Live**
- Products are published and visible to customers on the ArchiPro platform
- Products can be purchased (if ecommerce is enabled)
- Appear in search results and product listings
- Your products reach the entire ArchiPro audience
**Not Live**
- Products are hidden from the public-facing site
- Can be hidden on your request or by our team for various reasons
- Not visible to customers or in search results
- Can be restored to live status at any time if you request it
- Your data is preserved when products are not live
### How Status Changes Happen
- **Draft → Live**: Occurs when images are approved and you request go-live
- **Live → Not Live**: Can be requested if you want to temporarily hide products
- **Not Live → Live**: Can be restored if you need to reactivate hidden products
**Note**: Only contact your Client Manager if you need to **permanently remove** a product entirely from the system.
## How long does it take for product changes to appear on the ArchiPro platform?
## Product Update Propagation Time
When you make changes to your product information, descriptions, images, or other details, there can be a delay before those changes appear on the live ArchiPro platform.
### Standard Update Timeline
**Search Index Updates: Up to 12 hours**
- Changes to product listings may take **up to 12 hours** to fully reflect in the ArchiPro search function
- This includes product title changes, description updates, and other listing modifications
- Our team will follow up to confirm changes have been indexed correctly
**Swatch and Image Updates: Up to 1 hour**
- Swatches, color options, and some image updates typically appear within **1 hour** of being saved
- You should see updates appear by the next business day at the latest
### Why This Delay Happens
- Our platform needs to process and index changes across the search database
- This ensures fast, reliable search results for all customers
- The delay helps maintain performance across our large product catalog
### What You Should Do
- **Plan ahead**: Make product changes when you have time for updates to process
- **Be patient**: Check back after the expected time window to verify changes
- **Notify us**: If changes don't appear after 12 hours, contact your Client Manager with screenshots
### Immediate Updates
- Product status changes (Draft → Live, Live → Not Live) take effect immediately in your admin panel
- However, search engine indexing still requires the standard 12-hour window
# Publishing Projects: Images, Permissions & Requirements
## What image dimensions are required for project banners and why does my upload fail?
# Banner Image Requirements
## Standard Banner Dimensions
The optimal dimensions for project banner images on ArchiPro are **1920 × 1200 pixels** (16:9 aspect ratio).
## Why Your Upload May Be Failing
Your banner image upload may fail for these reasons:
### **Image Size Too Small**
- **Minimum requirement:** 1920 × 1200 px
- If your image is smaller (e.g., 1920 × 1080), it will not meet the platform's requirements
- You'll need to resize the image to meet or exceed the minimum dimensions
### **Unsupported File Format**
The platform only accepts:
- **.jpg or .jpeg** files ✓
- **.png** files ✓
The following formats are **not supported**:
- .tif or .tiff ✗
- .avif ✗
- .heic ✗
- Any other format ✗
### **File Size Exceeds Limit**
- Maximum file size: **20 MB**
- If your image is larger than 20 MB, reduce the file size before uploading
## How to Fix It
1. **Resize your image** to at least 1920 × 1200 pixels using an image editor or online tool
2. **Convert to the correct format** (.jpg or .png)
3. **Ensure file size** is under 20 MB
4. **Try uploading again**
## Need Help?
If you're unsure how to resize your images, visit ArchiPro's image editing guide: https://archipro.support/en/how-can-i-edit-or-resize-my-images-for-archipro
If you've resized the image correctly and it still won't upload, you can send the image file and project link to the support team, and they'll upload it for you.
**Pro Tip:** Always save your images at the highest resolution possible (up to 20 MB) to ensure they look sharp on desktop, tablet, and mobile devices. ArchiPro's platform automatically handles resizing and optimization for different screen sizes.
## How do I add photo credits to my project images, and why is it required?
# Photo Credits: Requirements and How-To Guide
## Why Photo Credit Is Required
Photo credits are **mandatory** for all images on ArchiPro projects before your project can be published. This requirement ensures:
- **Proper attribution** to photographers and creators
- **Legal compliance** with copyright and licensing agreements
- **Professional standards** across the platform
- **Transparency** about the source and quality of imagery
If photo credits are missing, your project will remain in draft mode and cannot go live.
## How to Add Photo Credits
### **Option 1: Credit Individual Images**
1. In the **Project Editor**, hover over an image you want to credit
2. Click the **pencil icon** (edit button)
3. Below the caption field, you'll find the photo credit section
4. Begin typing the **photographer's name** and select from available options:
- Use the photographer's **ArchiPro profile** if they have one
- Enter a **custom photo credit** with their name
- Use your **business profile** if applicable
5. Click **"Close"** in the top right of the image editor
### **Option 2: Bulk Credit Multiple Images at Once**
1. In the Project Editor, look at the **left-hand sidebar**
2. Select **"Photo Credit"** option
3. Check the boxes for images you want to credit, or select **"select all"**
4. Enter or search for the photographer to add
5. The credit will apply to all checked images
### **If It's Not Professional Photography**
If the photo was taken by you or someone in-house (not a professional photographer), simply credit it as **"Custom photo credit"** and type the photographer's name (e.g., "Custom photo credit - John Smith").
## Pro Tips
- **Bulk crediting saves time** – if most images are by the same photographer, use the bulk credit feature
- **Save your work** – after adding credits, click the save icon in the top right of the Project Editor
- **Check before publishing** – review all images have credits before clicking "Publish"
- **Professional photographers** – if the photographer has an ArchiPro profile, their profile link appears in the project, adding credibility
## Example
If your project uses photographs by a professional architectural photographer named "Sarah Chen," you would:
1. Search for "Sarah Chen" in the photo credit field
2. If found, select her ArchiPro profile
3. If not found, select "Add custom photo credit" and type "Sarah Chen"
For more detailed guidance, see the ArchiPro knowledge base article on crediting imagery: https://archipro.support/en/who-owns-an-image
## What are the minimum requirements to publish a project and go live?
# Project Publishing Requirements: Complete Checklist
## Mandatory Requirements to Publish
Before your project can go live on ArchiPro, it must meet these minimum requirements:
### **1. Image Requirements**
- **Minimum 2-3 images** in the project body (not including banner only)
- **At least one banner image** at **1920 × 1200 pixels**
- All images must be **professionally shot** or high-quality
- Supported formats: **.jpg, .jpeg, or .png** only
- Each image file must be under **20 MB**
### **2. Photo Credits (Critical)**
- **Every image must have a photographer credit** before publishing
- Credits can be added at individual image level or in bulk via the sidebar
- If not a professional photographer, use "custom photo credit" with the photographer's name
- âš ï¸ **Missing photo credits are the #1 reason projects fail to publish**
### **3. Project Description**
- **Minimum 2-3 sentences** describing the project
- Should explain the project scope, design approach, or key features
- Helps with searchability and gives context to viewers
### **4. Project Title**
- Clear, descriptive title (no company branding required for regular projects)
- Should reflect the project name or location
### **5. Professional Permissions**
- You must have clear permission to use all images
- If using renders or images from other architects/suppliers, confirm you have rights to use them
- Contact the image owner if permissions are unclear
## Optional but Recommended
- **Search tags** (up to 5) – helps with discovery (e.g., "kitchen renovation," "sustainable design," "open plan")
- **Product tagging** – link products and suppliers used in the project
- **Professional tagging** – credit architects, designers, contractors involved
## What Happens After You Publish
1. **Submission for Review** – Your project is sent to ArchiPro's Platform Team for review
2. **Review Period** – Up to **48 business hours**
3. **Approval** – Once approved, your project goes live on your profile and is visible to the ArchiPro community
â±ï¸ **Note:** Your published project may take a few hours to appear across the platform due to daily website updates.
## Troubleshooting: If Your Project Won't Publish
**Common issues and solutions:**
- **"Can't click Publish"** → Check that all mandatory fields (images, description, title, photo credits) are completed
- **"Project won't go live after publishing"** → Wait up to 48 business hours for platform review; this is normal
- **"Photo credit field won't accept input"** → Ensure you have at least 2 images in the project body (banner alone is insufficient)
- **"Platform error on publish"** → Contact support; there may be a temporary platform issue
## Need Help?
If you've completed all requirements and still can't publish, email support with:
- Project title and link
- Screenshots of the error (if applicable)
- Confirmation that all mandatory fields are filled
**Project setup guide:** https://archipro.support/en/making-a-new-project-or-editing-existing-projects
## What permissions do I need to use images in my ArchiPro projects?
# Image Permissions and Licensing on ArchiPro
## Key Principle
**All imagery uploaded to ArchiPro must be cleared for use.** You must have explicit permission from the copyright holder (photographer, architect, designer, or image owner) to use images on the platform.
## Who Owns Images and When You Need Permission
### **Professional Photography**
- The **photographer owns the copyright** to the images they took
- You need a **photo license** from the photographer before using the images on ArchiPro
- The license outlines how you can use the images (personal, commercial, for a limited time, etc.)
### **Architectural Images and Renders**
- The **architect or designer** owns the copyright to their designs and renders
- If you're using an image created by another architect, you must get their permission
- Even if you worked on the project together, clarify usage rights
### **Images from Building/Design Websites**
- **Do not assume** you can use images found on an architect's or firm's website
- Contact the architect/firm directly to ask for permission
- They'll tell you if the images are available for your use on ArchiPro
## How to Get Permission
**Step 1: Identify the Rights Holder**
- If it's a professional photo: Contact the **photographer directly**
- If it's a design/render: Contact the **architect or designer**
- If you're unsure: Ask the architect or firm that created the project
**Step 2: Request Permission**
- Explain that you want to feature the project on ArchiPro
- Ask if you can use the images on the platform
- Request confirmation in writing (email) so you have documentation
**Step 3: Confirm Usage Terms**
- Clarify any conditions (e.g., credit requirements, duration of use, exclusivity)
- Get the **photographer's name** for crediting on ArchiPro
**Step 4: Add Photo Credits**
- Once you have permission, add the photographer's name as a photo credit in your project
- See the "Photo Credits" guide for how-to
## What Happens If You Don't Have Permission
- Your project may be **rejected during platform review**
- ArchiPro may **remove your project** if permissions are challenged
- You could face **legal action** from the rights holder
- Your profile reputation on ArchiPro could be affected
## Examples
**✓ You CAN use:**
- Photos from a project you directly photographed
- Images licensed by your firm for commercial use
- Renders created by your design team
- Photos where the photographer explicitly granted permission
**✗ You CANNOT use:**
- Photos from another architect's website without asking
- Images you found online with no clear source or permissions
- Renders created by another designer without their permission
- Images marked "copyright" or under restricted licensing
## Need Help?
If you're unsure about permissions, contact the support team with details:
- Which project/images you want to use
- Who created/photographed them
- Whether you've confirmed permission
Support can help you navigate licensing questions.
**More information:** https://archipro.support/en/who-owns-an-image
# Resolving Platform Technical Issues
## What should I do if I'm experiencing a technical issue on the ArchiPro platform?
## Reporting the Issue
If you encounter a technical problem—such as images not displaying, data failing to update, formatting errors, or platform outages—please report it to our support team with the following details:
- A clear description of the issue
- Which browser and device you're using
- What you were trying to accomplish when the issue occurred
- Any error messages (if applicable)
## What Happens Next
Our technical team will immediately investigate your report. While we work on a fix, we will:
1. **Acknowledge the issue** and provide you with a timeline
2. **Offer a workaround** if one is available while we fix the underlying problem
3. **Keep you updated** on progress toward resolution
4. **Notify you once fixed** and suggest any verification steps
## Support Hours
Our support team is available Monday through Friday, 9am–5pm. If you report an issue outside these hours, we will respond when support resumes.
## Examples of Issues We Handle
Common platform issues include:
- Images not displaying correctly in articles or product listings
- Catalogue or location data not updating as expected
- Email notification delivery or formatting problems
- Text formatting inconsistencies on pages
- Website navigation or content switching delays
Rest assured that our technical team prioritizes all reported issues and works to resolve them as quickly as possible.
## How long does it typically take for platform bugs to be fixed?
## Fix Timelines by Issue Type
The time required to fix a technical issue varies depending on its complexity and impact:
### **Same-Day Fixes (End of Day)**
Simpler issues that affect specific features or small sections of the platform may be resolved by end of business on the day they are reported.
### **Next Business Day**
Standard issues that require investigation and testing are typically fixed by the next business day.
### **Multi-Day Resolution**
More complex bugs or issues affecting multiple systems may take several days to investigate, test, and deploy safely.
## While You Wait
**Workarounds:** If a fix will take time, our team will provide a temporary workaround to help you continue working while we address the root cause.
**Progress Updates:** For issues that take more than one business day, we will proactively update you on our progress.
**Transparency:** When you report an issue, you will always receive a specific timeline estimate so you can plan accordingly.
## What Affects Fix Time
- **Severity:** Issues affecting many users are prioritized higher
- **Scope:** Issues isolated to one feature fix faster than those requiring system-wide changes
- **Testing Required:** Fixes must be thoroughly tested before deployment to ensure they don't introduce new problems
- **Complexity:** Some bugs require deeper investigation into how different platform components interact
Our technical team works efficiently to resolve all issues, and we always communicate timelines clearly so you know what to expect.
## My data, images, or catalogues aren't updating. What should I do?
## Troubleshooting Steps
If you notice that your data, images, catalogues, or other content is not updating on the platform, try these steps first:
### 1. **Refresh Your Browser**
Simply refresh the page or clear your browser cache to ensure you're viewing the latest version.
### 2. **Check Platform Status**
Occasionally the platform experiences temporary outages or service interruptions. Wait a few minutes and try again to see if the issue resolves itself.
### 3. **Verify the Data Was Saved**
Ensure that the changes you made were actually saved in your account before expecting them to appear on the platform.
## If the Issue Persists
If your data still isn't updating after following the above steps:
1. **Contact Support** with the following details:
- What specific data/images/catalogues are not updating
- When you last made changes
- What actions you've already tried
- Which browser you're using
2. **Our Response:**
- Our technical team will investigate the cause (potential platform outage, sync issue, or data delay)
- Most update issues are resolved within the same business day
- While investigating, we will provide a workaround if available (for example, treating a specific source as temporary source of truth for your data)
## Typical Resolution Timeline
- **Minor delays:** Usually resolved within hours
- **Standard issues:** Typically fixed by end of business day or next business day
- **System outages:** Dependent on scope; we prioritize restoration and will keep you updated
We apologize for any inconvenience caused by update delays or outages. Our team is committed to resolving these issues quickly so your platform experience runs smoothly.
# Account, Inbox & Event Support
## I'm having trouble logging in or resetting my password. What should I do?
## Password Reset & Login Issues
First, **verify the correct email address** associated with your ArchiPro account. A common issue is attempting to reset the password for an email address that doesn't have an account in the system.
### Steps to resolve:
1. **Confirm your registered email**: The email you're trying to use must be the one registered as admin or associated with your profile. If unsure, contact support with your profile name.
2. **Reset password correctly**: Use the [password reset link](http://archipro.co.nz/forgot-password) with the **correct email address** only.
3. **If you still can't access**:
- Log out completely from ArchiPro
- Log back in with a fresh browser session
- Try the password reset again
4. **Admin access issues**: If your admin access has disappeared, support can resend your profile invitation to restore access. A pending invite in the backend can sometimes cause this.
### Adding new team members:
If you want to add another team member to your profile:
- Contact support with the email address you'd like to invite
- Support will send an invitation to that email address
- The person should confirm receipt and follow the setup steps
If you continue experiencing issues, please provide your profile name and the specific email address you're trying to use, and our support team will investigate.
## I'm not seeing customer inquiries in my inbox, or messages won't disappear after I respond. What's happening?
## Inbox & Inquiry Issues
If inquiries aren't appearing in your inbox or messages aren't disappearing after you respond, you may be experiencing one of these common issues:
### Inquiries not appearing:
1. **Account setup check**: Ensure you're logged in with the correct email address associated with admin rights for your profile—not just any team member account.
2. **Notification setup**: If your profile is set to receive notifications but no one on the team has an account to respond with, you'll get notifications but won't be able to respond. Ask support to create a login for your team members.
3. **Try refreshing**:
- Log out completely from ArchiPro
- Close your browser
- Log back in and navigate to your inbox
4. **Known issues**: Our development team is aware of some inbox bugs and continuously works to fix them. If the above steps don't work, provide a screenshot and we can:
- Manually retrieve customer details for you
- Provide their contact information so you can reach out directly
- Give you an estimated timeframe for the fix
### Messages not disappearing:
To remove a message from your main inbox view:
- Click on the customer's reply in your ArchiPro inbox
- Select **Archive** or click **"Done"** on the message
- The message will disappear from your main inbox
### For urgent inquiries:
If you're waiting on a response and can't see it in the inbox, contact support with your profile name and the customer's name. We can provide their contact details and details of their inquiry so you can follow up directly.
## How do I set up email integration so customers can reply via email instead of the ArchiPro inbox?
## Email Integration Setup
You can integrate email with your ArchiPro inbox so customers' replies come directly to your email address instead of only appearing in ArchiPro.
### Requirements:
- **Email must be Outlook** (Gmail and other email providers are not currently supported)
- You must have admin access to your ArchiPro profile
- The Outlook email should be added as an admin to your profile first
### Steps to set up:
1. **Log in** to ArchiPro with your Outlook email address
2. **Navigate to your profile**: Visit `https://archipro.co.nz/business/[your-profile-name]` (or the .com.au equivalent for Australia)
3. **Find Email Integration**:
- Look for **Email Integration** in the sidebar menu
- Click to open the integration settings
4. **Follow the setup guide**: Complete the steps in the [official integration guide](https://archipro.support/en/integrating-email-with-your-archipro-inbox)
5. **Enable notifications** after setup is complete
### Troubleshooting:
- Verify your email address is listed as an admin for your profile
- Ensure you're using an Outlook email (not Gmail or other providers)
- Log out and back in after completing setup
- If issues persist, contact support with your profile name and email address
Once set up, customer inquiries will be forwarded to your Outlook inbox, and you can reply directly from email without logging into ArchiPro.
## How do I register for an ArchiPro event or get my tickets?
## Event Registration & Tickets
### For homeowners and industry professionals:
All attendees must complete registration through the event page:
1. **Visit the event page**: Navigate to the ArchiPro event URL (e.g., https://archipro.com.au/home-design-event)
2. **Complete registration**: Fill out your details, including:
- Your name
- Email address
- Industry (if applicable) or confirmation if you're a homeowner
3. **Submit**: After registration, your details are processed by our CRM team
4. **Receive tickets**: Tickets will be sent to your registered email address (may take 1-2 business days during high-volume events)
5. **Check your email**: Look in your inbox and spam folder for the ticket confirmation
### For suppliers and exhibitors:
**Membership requirement**: Suppliers who wish to attend events or exhibit must be active ArchiPro members.
- If you're not yet a member, contact us about membership options
- Once you have membership, you can register for events following the standard process above
### If you have issues:
- **Can't find registration page?** Contact support with your preferred email address and we can manually add you
- **Missing tickets?** Confirm we have the correct email address on file; tickets may be in your spam folder
- **Want to change attendee details?** Each registered person needs their own registration—we cannot simply change names on existing tickets. The new attendee will need to register separately.
### Contact:
For event-specific questions, reach out to support or the events team. Response times may be slower during large event preparation periods.