All about SuperCoach CRM
Created by: Emma Johnston
Last Updated: August 14, 2025
Help & Support / Live Calls / Information Hub / Project Requests / FAQs
7. Onboarding Call
MARCH 2025 OFFER ONBOARDING CALL
If you have joined the March 2025 Transform in 4 offer, once youβve completed your Getting Started tasks and read through the information on this page, you need to book onto one of the three group onboarding calls taking place at 1:30pm CT on March 31, 9:00am CT on April 2, or 11am CT on April 4.
Itβs your responsibility to complete these tasks and schedule your call. If you are unable to attend a live call, these sessions will be recorded.
BOOK YOUR ONBOARDING CALL π₯³
Once youβve completed your Getting Started tasks and read through the all information on the page, you need to book your 30-minute onboarding call. SC Grow members will join a small group onboarding session, while SC Thrive members receive an individual onboarding call.
Itβs your responsibility to complete these tasks and schedule your call. If you donβt book within 7 days of joining, weβll give you a gentle nudge to get started. Otherwise, weβll be here when youβre ready.
Support and Help
We have a number of different ways for you to get help, depending on the type of question you have.
HELP ARTICLES AND KNOWLEDGE BASE
If you have a specific question, use our searchable Knowledge Base. To access this, click the purple chat bubble in the bottom right-hand corner of your dashboard. Type a keyword, and matching help articles will appear instantly. Click any result to expand it and follow the step-by-step instructions without leaving your screen.
If youβd like a full overview of a feature, use our Information Hub long-form guides. These include step-by-step guidance, screenshots, and related resources all in one place. They give you a complete understanding of how each feature works from start to finish. To access them, head to the Help & Request link in your account menu.
AI POWERED BOT
You can also use the purple chat bubble to send a message to our support team. When you first open it, the initial reply will come from our AI assistant. This works best when you type your question in full rather than just entering a single keyword. The AI will search the Knowledge Base and share the most relevant results instantly, saving you the trouble of hunting through folders.
Support and Help
24/7 LIVE CHAT LEVEL 1 TRIAGE TEAM
You can also speak live to our Level 1 Triage Team if you have any how-to questions or need support with platform tools and features. This team is available 24/7 via live chat to instantly answer your queries. To access this team, type the word βhumanβ in the chat window.
As a new user, this team can help you with the Getting Started tasks below, such as connecting your calendar and changing your availability, connecting Stripe and Facebook, and setting up the social media planner. They do not have access to your account notes, so they wonβt automatically know you are a new user or have context about your current setup.
Where possible, we recommend creating a Loom or screen recording video so they can see exactly where you are in the system and what you are trying to do.
LEVEL 2 SPECIALIST TEAM
For more complex queries, such as account-specific questions or project requests, you can contact the Level 2 Specialist Team by email at [email protected]. This team is available Monday to Friday, 8:00amβ1:00pm (EDT), and we aim to reply within 24 hours.
The Specialist Team dedicate their mornings to replying to support queries, while their afternoons are spent working behind the scenes on project requests, platform-wide improvements, and new resource creation.
Live Calls
ZOOM CALLS
Our Level 1 Support Team may offer Zoom calls during normal business hours if they feel itβs the quickest way to help you resolve a how-to question or platform issue. These calls are not available on request β theyβre offered at the teamβs discretion where itβs likely to speed things up.
SUCCESS CALLS
We run various live group calls throughout the year to help you make progress and stay supported. Each month, we host Success Calls led by our senior strategy team, focusing on a specific theme or feature to help you get the most out of your account. These sessions are recorded and added to the SC Community so you can catch up at any time.
Click on the Events tab in the SC Community for more details.
GROUP SUPPORT CALLS
We also run small group Co-Working Sessions where you can work on projects, ask questions in real time, and troubleshoot any issues as you go. We also hold additional sessions for our GROW and THRIVE users at certain points in the year to support seasonal launches. As these sessions interactive and user-led, they are not recorded.
Click on the Events tab in the SC Community for more details.
1-2-1 STATEGY CALLS
If you are on the SC TRANSFORM plan, you have access to custom projects, one-to-one consultation calls, and tailored strategy. Youβll find the booking link for these calls in your side menu.
Personalized strategy calls are also available to other users at an additional fee (starting from $97 for a 30-minute session). These calls are best suited for big planning and strategy discussions.
Information Hub
INFORMATION HUB
The Information Hub contains everything you need to know about SuperCoach CRM. You can access it anytime by clicking on the Help & Requests link in the left menu bar of SuperCoach CRM. There is also a link on the home page of the blue dot/chat bubble.
HELP ARTICLES
At the top of the site, you will find links to articles to help you to learn the platform. The order the help articles in the navigation bar in the Information Hub matches the order of the left-hand menu in SuperCoach CRM.
INFORMATION HUB FOOTER
At the bottom of the site, you'll find the link to the terms and conditions page, along with information about the support desk opening times and some helpful quick links (such as this Getting Started page, News and Updates and the SuperCoach CRM Community (see more below).
We also recommend taking a look through our terms and conditions page at some point as this covers more information about our service level agreements, email and text compliance, and phone pricing.
6. Social Planner (Optional)
SOCIAL MEDIA PLANNER
The Social Planner lets you create and schedule social media content. The Social Planner support Facebook, Instagram, LinkedIn, Tik Tok, Pinterest, YouTube, SuperCoach CRM Communities, and Google Business Profile.
1. To connect your social media platforms to SuperCoach CRM, click on Marketing > Social Planner.
2. Click on Connect next to your chosen platforms and follow the on screen instructions
Click here for more information on using the Social Planner.
News and Updates
NEWS AND UPDATES
We rarely send out emails to our users (because we tend to find these just get lost in the noise of your inbox). Instead, we add the information you need to know to News and Updates page, the SC Community, and the Information Hub homepage and pop-up. We recommend dropping into these areas about once per week to stay up to date.
KOLLAB APP
To access the SC Community on your phone (and get notifications for new posts), we recommend downloading the GoKollab app. Click here to download the Apple app or click here to download the Android app.
Project Requests
Project Requests
PROJECT REQUESTS
One of the great things about SuperCoach CRM is our built-in templates and project request feature! Our ready-made resources give you a solid foundation, so you can focus on personalizing them to fit your business without starting from scratch. For our standard templates, weβll set up your funnel, forms, marketing emails, and workflows (automations).
You also get access to Coach Catalyst program guides, as well as our lead magnet resources and recipe packs. We can brand these for you, or for instant access, you can choose to brand them yourself and start using them right away.
Each request (funnel setup or guide) deducts one credit from your balance. Click here for more information about credits.
SEASONAL PROJECTS
Weβll automatically add the funnel, marketing emails, and workflows to your account for the New Year Collection, Transform in 4 in May, Summer Slimdown, Vegetable Challenge in June, Back to School in September, the Spooktacular Collection, and Christmas Countdown. You will still need to request the guides.
Submitting a Project Request
SUBMITTING A REQUEST
To request a project, head to the Information Hub homepage and click on the resource name. Click on the request button and complete the form. Although we aim to complete these requests within 7 days, please allow up to 28 days for completion. Only one active request can be submitted at a time. Once your current request is completed, youβll be able to submit another.
EDITS AND TESTING
Once your project is complete, we will email you to let you know. You can then edit your funnel and marketing emails, add and connect your product and complete a test payment. We recommend completing a test purchase at least five days before you launch, so that we have plenty of time to iron out any wrinkles!
So that you have enough time to make edits and market your program effectively, we recommend submitting requests at least six to eight weeks before your launch date.
PROJECT REQUEST TOP TIP
Depending on the plan you are on, it can take about four to six weeks to learn all of the features of SuperCoach CRM. The fastest way to learn the system is to use the system...so we recommend submitting a project request as soon as possible!
Frequently Asked Questions
CAN I HAVE A PHONE NUMBER FOR TEXT MESSAGES
Yes, you can add a phone number to send and receive text messages. Text messages and phone calls are an additional charge. Click here for pricing information.
If you live in the US, you will first need to register your business for A2P 10DLC. Please contact Support before starting this process, as we will need to check everything required is in place.
CAN I IMPORT MY EXISTING CONTACTS?
Yes, you can. You will just need a CSV file with the contacts you want to import. Click here for instructions on how to import your contacts and click here for more information about the Contacts dashboard.
You can also create Smartlists for your contacts. Click here for more information about Smartlists.
CAN I FORWARD EMAILS TO MY OWN INBOX?
Replies from emails sent using SuperCoach CRM will come into the system (and can be found in Conversations). Click here fore more information about Conversations.
If you would like to forward emails to your own inbox, go to Settings > Email Services > Reply & Forward Settings. With email forwarding, the first reply you send from your inbox will copy to SuperCoach CRM but additional emails sent will not.
HOW DO I VIEW OR MAKE CHANGES TO MY PLAN?
To view, upgrade or cancel your plan, go to Settings > Billing.
CAN I ADD OTHER TEAM MEMBERS?
Yes, you can. If you want them to have the same admin settings as you, you can add them through the Launchpad. If you want to customize their user permissions, you will need to add them through Settings. Each team member will need to follow the steps below to complete their profile and calendar.
Click here for instructions on how to add other team members and manage their user permissions.
CAN I INTEGRATE ANY FEATURES WITH MY WEBSITE?
You can add your chat widget to your website to capture contact information for lead's and answer questions. Click here for information on how to add the Chat Widget to your website.
You can also embed our Review Widget (which will display your Facebook and/or Google Business reviews). Click here for instructions on how add the review widget to your website.
If you have any Forms on your website, such as contact forms, you can swap these for SuperCoach CRM forms.
If you have any how-to questions or need support with platform tools or features, you can chat with our Level 1 Triage Team by clicking the purple chat bubble in the bottom right-hand corner of your screen. This team is available 24/7 to give you instant answers to your queries at any time of day.
If you have a more advanced question, you can email our Level 2 Specialist Team at [email protected]. This team is available Monday to Friday, 8:00am β 1:00pm (EDT). They focus their mornings on replying to support queries, and their afternoons on new resource creation, platform-wide improvements, and project requests.
The Level 2 Specialist Team will be unavailable on September 1. During this time, the Level 1 Triage Team will still be available 24/7 via the purple chat bubble for any how-to questions and platform-related queries.
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