When an attendee submits a help request or FAQ question on Canapii, the notification is routed to either a designated admin you have set up, or Canapii’s support inbox, depending on your event settings and plan.
Help email routing:
- If Canapii Support is enabled for your event, help emails go to help@canapii.com.
- If disabled, help emails are sent to the session admins you have assigned under Session settings.
- If no session admins are assigned, help emails go to your event admins by default.
FAQ email routing:
- If Canapii Support is enabled, FAQ emails go to help@canapii.com.
- If disabled, FAQ emails go to the FAQ admins assigned under FAQ settings.
- If no FAQ admins are assigned, FAQ emails go to your event admins by default.
For events where fast attendee response matters, we recommend disabling the Canapii Support routing for these notifications and assigning specific team members as FAQ and session admins. This ensures the right person on your team is notified directly.
Related articles: [How to set up FAQ admins] · [Does Canapii offer 24/7 customer support?]