FAQ

This page collects quick answers to questions that come up most across runs, data, and account changes. For longer explainers, follow the cross-links inside each answer.

Workflow and runs

Can I run two refines at the same time on different phases?

Yes. Research, Strategy, and Media Plan are independent phases inside a campaign, so a run can be in progress on each at the same time. Within a single phase, only one run is active at a time, and the refine button is unavailable while that phase is already running.

What happens if a Research run fails partway through?

On a transient failure (network timeout or other temporary error), the workflow retries once automatically after about 3 seconds. If the second attempt also fails, the run is marked failed and you can rerun it from the same page. See Limitations for the full list of failure modes.

Why did my run stop because of the documents I attached?

One run reads up to about 600,000 characters of document text. If your selection is larger, or if a file was deleted or is a scan with no readable text, the run stops and explains which files are affected so you can fix the selection and start again. The failed-run notification opens the run page, where the full explanation is shown. See Documents.

Are my outputs saved if I close the browser?

Yes. Runs execute on the server, not in your browser, so closing the tab or losing connection does not cancel them. The new output is on the phase page when you come back.

Can I run Research without a campaign?

Yes. Research is the only phase that can run at the brand level. Brand-level Research produces market intelligence that is not tied to a specific campaign brief. Strategy and Media Plan are always campaign-scoped and require a campaign brief and a completed Research. See Research for details.

Can I edit the AI's outputs directly?

Outputs are read-only on the page. The way to change a Research, Strategy, or Media Plan output is to refine it: provide written feedback, and the agents regenerate the relevant sections as a new version. The Media Plan is read-only on the page, so if you want to adjust numbers yourself, take the Excel export. See Refine.

Why does my map look sparse or have no influence lines?

Check the selected brand, campaign, lineage, and filters; each can change what is visible, and new work appears after the Wiki compiles it and you reload Maps. Influence lines appear only in the Campaign lens, where lowering Min confidence from 75% can reveal more connections. A large map may also show a capped subset of claims, identified by a notice above the canvas. See Maps.

Where does the Wiki get its information?

From work you've already done in Skeleton Key: your Brand Profile, campaign briefs, generated Research, Strategy, and Media Plan outputs, completed Marketing Mix Model results, and uploaded documents. Each brand has its own Wiki covering that brand's work across all of its campaigns, and the Wiki compiles it all into evidence-backed entity pages; it never searches the web on its own. To grow it, generate or upload more. See Wiki.

Where does Chat get its answers?

From the brand's Wiki and its live media plan. Chat searches the Wiki's evidence-backed pages and cites the ones it draws on, and it reads media plan figures straight from the plan. It does not search the web, so a brand with little generated work has little for Chat to say. See Chat.

Exports and data

Can I export everything for offline review?

Each output has its own Download button, but the formats vary by output. Brand Profile, Research, and Strategy export as PDF, Word, or Markdown; Media Plan exports as Excel or Markdown; and a generated page or slide deck downloads as HTML or prints to PDF. There is no single one-click export of an entire campaign at this stage, so export each output separately. See Exports.

Can I turn an output into a page or a slide deck?

Yes. Research, Strategy, and Brand outputs carry Create page and Create slides buttons that build an interactive web page or a presentation-ready deck from that output. Either way you choose how it should look, and the result is ready in about two to four minutes. Organization Owners and Admins can add custom styles on the organization's Design page. See Pages, Slides, and Design.

What's the difference between Pages and Slides?

Both turn a finished output into something you can present. Pages builds a single scrolling web page with navigation, charts, and cited prose; Slides builds a deck you step through. Every page uses the same layout with style and treatment choices, while decks offer template and length choices. Both download as self-contained HTML. See Pages and Slides.

Can I make Pages and Slides use my brand's colors, fonts, and logo?

Yes. An organization Owner or Admin can create an organization kit or a kit for one brand, then choose the default style for new pages and decks. You can start a kit from a website, PDF, or PowerPoint file, or enter the details yourself. See Design.

Can I export slides to PowerPoint?

No. A slide deck downloads as a single self-contained HTML file, or you can print it to PDF from the viewer. There's no PowerPoint (.pptx) export. See Slides.

Is my data shared between organizations?

No. Every organization is fully isolated. Brands, campaigns, outputs, and uploaded documents in one organization are not visible to another organization, and platform-level access controls prevent cross-org reads.

What does connecting LinkedIn do?

It gives Skeleton Key read-only access to LinkedIn's advertising data so B2B campaigns can be sized with live audience counts instead of estimates. One connection, made by an org Owner or Admin, covers every brand in the organization. Skeleton Key cannot post or spend through it. See Integrations.

How long are runs retained?

Runs and their outputs are kept for as long as the brand exists. Skeleton Key does not auto-delete runs or version history. Deleting a brand or a campaign removes its associated runs.

Account and billing

How do I turn on two-factor authentication?

Open your Account page and, under Security, click Enable two-factor authentication. Scan the QR code with an authenticator app and enter the six-digit code it shows. From then on, signing in asks for a code after your password. See Account security.

How do I switch between brands?

Use the brand selector at the top of the left sidebar. The selector shows every brand you have access to inside your current organization. See Core concepts.

What happens to my data if I cancel my subscription?

Cancellation takes effect at the end of your current billing period. After that, the organization moves to read-only: you can still browse brands, view past outputs, and access version history, but you cannot run, refine, edit, or invite. The Owner can reactivate at any time by adding a payment method on the billing page. See Billing.

Can I use Skeleton Key for clients I don't directly work for?

Yes. Agency use is supported. A single user can hold multiple brands inside one organization, or multiple organizations for different client engagements. Use the org switcher in the sidebar to move between them.