Frequently Asked Questions
Find answers to the most common questions about DURUM.ai.
Data & Freshness
How often is data updated?
Ad spend is synced from Meta Ads every hour. CRM events (leads, bookings, sales) arrive in real time via webhooks. The dashboard refreshes automatically every 3 to 5 minutes when you're viewing it.
Why does my ROI seem different from my calculation?
DURUM.ai uses a deduplication system. If the same contact generates both a "sale" event and a "payment" event, only the payment is counted to avoid double-counting. This may create a slight discrepancy with a manual calculation that would count both.
Where does the data come from?
Three main sources:
- Spend: synced automatically from Meta Ads
- CRM Events: real-time webhooks from your tools (CRM, calendar, payment)
- Reports: calculated automatically from the two sources above
Dashboard & Filters
Can I change the analysis period?
Yes. The filter bar at the top of each page lets you select a period. You can use presets (7 days, 30 days, 90 days) or set custom dates.
Why do some KPIs not appear?
KPIs only display when the corresponding data exists. This is perfectly normal at the start: they'll appear automatically once the first data points are collected.
Can I share my dashboard?
The URL link contains the active filters, but the recipient needs their own DURUM.ai account to access it. Each user only sees the data they're authorized to view.
What is "My Board"?
It's your customizable dashboard. It offers 30+ widgets that you can add, move with drag-and-drop, and organize to your needs. Role-based presets are available to get started quickly.
Sales
What's the difference between Bookings and Meetings?
A Booking corresponds to the date the appointment was reserved. A Meeting corresponds to the actual date of the appointment. This distinction lets you separately measure new reservations and actual meetings held during the same period.
What is a no-show?
A no-show is a prospect who booked an appointment but didn't show up. The no-show rate helps identify lead quality issues or reminder process problems.
How does AI call analysis work?
When a sales rep records a call, the AI automatically generates:
- A conversation summary
- Prospect sentiment
- Interest level (0 to 10)
- Closing probability
- Detected objections
- Personalized coaching tips
Everything is sent to Slack in real time.
Tasks
Why can't I edit tasks?
Client accounts have read-only access to tasks. The agency manages the operational workflow, and you have full transparency on the progress of each task.
How do I request an action?
Contact your account manager directly. They'll create the task in the system, and you can track its progress in real time from your dashboard.
Invoices & Commissions
How is my commission calculated?
Three models are available:
- Flat rate: a single percentage on all sales
- Per product: a different percentage depending on the product sold
- Tiered: the percentage increases based on sales volume achieved
The applicable model is configured by your account manager.
My status is "Past due" or an invoice is "Due": what should I do?
The last charge failed. Go to Settings, section Billing, button Manage payment, to update your card. As soon as a payment succeeds, the account is Active again. The detail is on the Trial, Billing and Cancellation page.
Account & Access
How do I change my password?
On the login page, click "Forgot password". You'll receive a link by email to reset your password.
Can I give access to other people?
Yes. Contact your account manager to create additional accounts. Each account will be configured with the appropriate role and permissions.
Will my reps see each other's data?
No. Each sales rep only sees their own data. Only the sales director has access to the entire team's data.
Data & Privacy
Is my data secure?
Yes. The database uses role-based access control (RLS), connections are encrypted, and authentication is handled by a specialized provider following current security standards.
Can I export my data?
Yes. Most tables in the application offer a CSV export button to download the displayed data.
What if a number seems incorrect?
Start by checking the selected period in the filters. If the problem persists, check the Data Logs section in the dashboard, or contact your account manager.
Plans
Is the Discovery plan time-limited?
No. It stays at no cost as long as your tracked ad spend stays under 2,000 USD over a rolling 30 days. Above that, you keep 30 days of tolerance, then the app asks you to choose a paid tier. See Plans, Billing and Cancellation.
What is not included in the Discovery plan?
One CRM connection, 90 days of visible history, the engine in simulation only, no API or MCP, no call recording, 50 AI questions and 10 Studio visuals one time, no video.
Support
Who do I contact for support?
Your account manager is your first point of contact. Without an account manager (Discovery plan) or for technical issues, write to info@durum.ai.
Where can I find more information?
This site, docs.durum.ai, contains all DURUM.ai documentation. Use the search bar at the top to quickly find what you're looking for.