Frequently Asked Questions

Common questions and answers to help you get the most out of Peerbound.

Uploading and Managing Content

Can I bulk upload media files like webinar recordings, podcasts, or videos?

No, media files currently need to be uploaded individually. Bulk upload isn’t available yet.

Is there a file size limit for video uploads?

Yes. For new moments, files can be up to 5GB. For new customer stories, files can be up to 2GB. If a file exceeds the size limit, you can extract the audio or split it into smaller segments before uploading.

Can I retag or relabel a quote if it's been assigned the wrong moment type?

No, we're not currently able to reassign tags once they've been generated. If you have examples of moments that don't seem to align with their assigned type, please share them with us and we can look into improving the model's accuracy.

Why doesn’t a customer account appear in Peerbound?

Accounts only appear once they have associated content (calls, stories, reviews, etc.).

When I create a story from a video, when do the quotes become available in Slack?

When you create a story from a video, Peerbound generates story content first. Once the story is published, quotes are then extracted and become available for the Slackbot to surface in responses.

 Does Peerbound automatically pull in new case studies when they're published?

No, adding new case studies is a manual process. Peerbound doesn't automatically detect or import newly published stories from your website. You'll need to upload them manually when they're ready.

Can Peerbound be used as a repository for one-pagers and sales enablement content, not just customer stories?

No, not currently. Peerbound is organized around customer accounts and customer proof. It isn't set up to store general sales enablement assets like product one-pagers. This is on our radar, but for now it's best suited for customer-specific content.

Can we upload transcripts or text files (PDFs, .txt, .doc) instead of video or audio?

No, Peerbound currently supports video and audio file uploads, not raw transcript files. If your file exceeds the 5GB limit or you'd prefer not to upload the full file, extracting the audio before uploading is the current workaround. Transcript upload support is on the roadmap.

Can I bulk upload quotes that are anonymous or with first names only (no last name)?

Yes, you can leave the names blank if necessary.

Language & Global Usage

How does Peerbound handle multiple languages for questions and customer proof?

Peerbound can generally understand and respond to questions in a user’s local language, though accuracy may vary depending on the language and dialect. Responses are typically generated in the same language as the user’s query.

Customer proof is typically stored and surfaced in its original language. In some workflows—such as quote generation and approvals—Peerbound may translate and refine content for readability.

While proof in one language may occasionally be surfaced for queries in another language if it’s highly relevant, this is uncommon. In most cases, proof aligns with the language of the query.

Branding and Templates

Can we customize the generated slides and story PDFs to match our company's branding?

Yes, for quote slides, send us a PowerPoint file with your branding and we'll incorporate it. We have two templates — one for anonymous quotes and one for named users. You can preview how they're currently configured in Settings → Brand & Appearance.

What file format is needed for the slide template?

A PowerPoint file works. You can see the current templates at the bottom of the Brand & Appearance tab in Settings.

Is there a template for story PDFs as well?

Story PDFs are primarily used for the AI to read and extract content — they aren't directly surfaced to sales reps. For what reps actually see, you can link to whichever formatted version you prefer (e.g., your published web page or a designed PDF).

Can I replace the existing Voice & Tone settings with our own writing guide?

Yes, feel free to add or replace the existing content with your brand guidelines. One tip: some of the existing guidance (like discouraging excessive em dashes) can be worth keeping alongside your own guide, as it helps reduce common AI writing patterns.

Integrations

For the G2 integration, does the UUID from G2 replace the product slug?

No, the product slug (your company name) stays the same. The UUID is G2's internal identifier for your product profile and is used by their API. You don't need to replace the slug with it.

For G2 reviews import, should I only include positive reviews? What about the 'dislike' question?

It's fine to filter to only your best reviews (4 stars and above) — that's common practice and keeps the quality high. For the three G2 review questions, we recommend including all three when you import. Even though the 'dislike' responses won't be surfaced publicly to reps, the data helps improve search and matching on the backend. Also, feel free to clean up any typos in the reviews before importing.

How does Microsoft SSO (Single Sign-On) work with Peerbound?

Peerbound natively supports Google SSO with no configuration needed. For Microsoft (Azure/Entra ID) SSO, it requires a bit of setup: share your Entity ID, Post-back URL, signing certificate, and Sign-In URL with us and our engineering team will configure it on the backend. We're happy to join a call with your IT team to walk through the steps.

An admin user can't log in to set up the Slack integration. How do I fix this?

Make sure they're logging in via Google SSO (there's no password-based login). If they're using an IT email that isn't tied to Google, try their individual work email instead. If the issue persists, reach out and we can help troubleshoot.

Do I need to reauthorize the Slack integration if permissions were updated?

Yes, if Peerbound updated its Slack permissions, you may need to reauthorize the integration so we can see the correct user details in our logs. Ask your Slack admin to reauthorize Peerbound's Slack integration via Settings → Integrations in the Peerbound app.

Slack

Can we use Peerbound as a Slack app (not just a channel)?

Yes, you can use Peerbound as a Slack app in addition to a dedicated channel. That said, we recommend encouraging reps to ask in a shared channel to drive adoption and visibility across the team.

Can a rep ask the Slackbot to email them the results from a thread?

No, reps can view results directly in the Slack thread, but emailing results isn't a supported feature yet.

Can a rep ask Peerbound to generate a one-pager or other content from a Slack thread?

No, reps can't ask Peerbound to generate one-pagers or formatted content. This is something we're actively exploring for a future release.

Why does the Slackbot only return 5 customer results? Can we get more?

By default, Peerbound returns the top 5 results to keep responses focused and relevant. If a rep explicitly asks for more, the bot can return additional results. Note that Peerbound isn't intended to replace Salesforce as a reporting tool — it returns a curated subset of examples, not a comprehensive list.

Can I schedule top moments to post automatically in a Slack channel each week?

Yes, Peerbound can be configured to post top moments into a Slack channel on a schedule, with filters for moment type, keyword, and more. See Configuring Moments Digest in Slack for instructions. That said, we generally recommend testing this in a private channel first rather than a main sales channel, as bot posts can sometimes reduce rep engagement or lead to the channel being muted.

How can additional people receive the Moments digest email?

Currently, the only way for additional users to receive the Moments digest email is to add them as users in your Peerbound account. They'll need to accept the invite, but they don't need to log in again after that to continue receiving the emails. You can manage users at app.peerbound.com/settings/users.

How many pieces of content does the Slackbot pull from?

The Slackbot pulls from the most recent 5,000 pieces of content.

Proactive Proof Emails

Can we remove Proactive Proof emails from certain pipeline stages (e.g., 'Identify')?

Yes, we can configure which pipeline stages receive Proactive Proof emails. Just let us know which stages you'd like to include or exclude and we'll update your settings.

Churned customers are appearing in our Proactive Proof emails. How do we fix this?

This is typically solved by filtering on a Salesforce field that identifies active customers. We can configure this on the backend once the right field is set up in Salesforce. If you create a field (e.g., 'Peerbound Account Status') that merges Account Status and Account Type, we can use that to exclude churned accounts from future emails.

A quote appeared under 'What customers are saying privately,' but it's from a published case study. Why?

This can happen if a quote was manually uploaded via a spreadsheet as an external moment. Quotes from manual uploads may be labeled differently than those pulled directly from published stories. Let us know and we can help identify and relabel the affected quotes.

Quote Approvals & Anonymization

Can customers show only their company name (not their personal name)?

No. Approval options are:

• Approved – Public (name + company)

• Approved – Anonymous (both hidden)
  There’s no option for company-only display.

Access & User Management

How do I add a new admin user?

Admins can manage users in Settings → Users.

How do I export Moments data?

Moments can be exported to CSV. Field customization isn’t supported yet.

Does Peerbound support Okta SSO?

Yes. Peerbound supports Okta SSO. Find setup instructions in the Okta integration instructions article.

If we deprovision and reprovision users through Okta SCIM, will we lose any data?

No, user data in Peerbound (pinned quotes, notes, saved activities) is not tied to the login account. Deprovisioning and reprovisioning through SCIM will not delete that data. Our engineering team can re-link any existing data to the new provisioned users once they're recreated.

A user can't log in after being reprovisioned through SCIM. What should they do?

If the user was logged in when their account was deleted, they may need to clear their browser's site data. To do this: right-click the page → Inspect → Application → Storage → Clear site data. Then try logging in again.

Can we exclude certain Gong calls from being processed by Peerbound (e.g., calls with sensitive federal customers)? 

Yes, Peerbound can filter out calls based on the internal rep or CSM assigned to those accounts. Provide your CSM with the email addresses of the reps whose calls should be excluded. Note: this blocks all calls those reps are on, not just calls with specific companies.

Peerbound for Web (Beta)

Can we filter the website embed to show only content relevant to a specific industry or segment?

Yes, you can filter the embed by any Salesforce field. Add a filters parameter to the embed HTML snippet to show content for a specific sector, region, or other CRM attribute. One embed is created in Peerbound, but different pages of your site can show different filtered content.

Can we hide contact profile photos in the embed for privacy compliance reasons?

Yes, you can toggle profile photos off in the embed settings so only company logos are shown.

Can approved anonymous moments be shown on Peerbound for Web?

No, currently only approved public quotes can be shown on Peerbound for Web.