docs(clay-ads): warn that ad sync deactivation is permanent and irreversible

[george-dilthey]

What changed

Added explicit permanence warnings to two places in docs/clay-ads.md where ad sync deactivation is recommended as a workaround, without previously noting it cannot be reversed:

1. "Can I add another ad platform to an existing Ad Sync?" FAQ — the bullet describing the deactivate-and-recreate workaround now states: "Deactivation is permanent — once deactivated, the sync becomes read-only and cannot be reactivated or edited; the previous sync remains visible as read-only history."

2. "Why does my ad audience show 'too small for use in campaigns'?" FAQ — the fix-it instruction now includes: "Note: Deactivation is permanent — the sync becomes read-only and cannot be reactivated afterward."

Why

Intercom conversation #215475591107773: Casey Christensen (Alchemer) reported she was unable to reactivate an ad sync she had deactivated, after previously being told that deactivating was the workflow for adding new platforms. Human support agent Ryan Phung had to step in and explain: "Deactivation is recommended as a way to manage the sync but we should have been clearer that it is a permanent action in Clay. Once an Ad Sync is deactivated, it becomes read-only and cannot be reactivated or edited, even if the ad account is reconnected."

The existing docs said deactivation "places it in read-only history" (in the edit-field-mapping and delete FAQs) but never explicitly stated it cannot be reactivated. The two workaround instructions recommended deactivation without that warning, creating a gap confirmed in multiple Slack threads from the same period (same confusion surfaced at another customer on Aug 26).

The docs already have a "Will I be charged again if I deactivate and recreate an Ad Sync?" FAQ that covers the credits question — no new FAQ was needed.

Source link(s)

• Intercom conversation: https://app.intercom.com/a/apps/w28k1kwz/conversations/215475591107773
• Slack trigger thread (Alchemer channel): https://clay-hq.slack.com/archives/C093GMWKCU9/p1787349189869409
• Support-copilot corroboration (Aug 24): https://clay-hq.slack.com/archives/C0BEGMVUA3U/p1787593041288419
• Verifier PASS: apps/api/v3/ad-audiences/services/ad-audiences.service.ts:174–180 (assertAdAudienceIsMutable throws 'Ad audience is deactivated and read-only.', no reactivateAdAudience function exists in the codebase); DeactivateAdAudienceModal.tsx:135 (UI modal reads "This cannot be undone."); apps/api/v3/ad-audiences/domain/utils.ts:427–440 (skipAlreadyEnriched: true hardcoded — credits not re-charged for already-enriched audience records)

Uncertainties

None. Both claims verified PASS by the verifier sub-agent with file:line code evidence and strong Slack corroboration.

Related observations

• The "Can I permanently delete an Ad Sync?" FAQ (lines 156–162) says deactivation "places the sync in read-only history (and can be referenced later)" but also doesn't explicitly say it cannot be reactivated. That section frames deactivation vs deletion — a future edit could add the "cannot be reactivated" clarification there too, for completeness.
• 5 other PRs are currently open on this file (PRs docs(clay-ads): clarify Enterprise has unlimited active recurring ad syncs #2218, docs(clay-ads): add EEA consent, platform fields, delete-recreate behavior, match rate clarification #2251, docs(clay-ads): explain Ad sync vs Legacy ad sync difference #2256, docs(clay-ads): add Audience size glossary entry, update Match rate definition, add match rate vs audience size FAQ #2286, docs(clay-ads): add audience size glossary entry and match rate vs audience size FAQ #2287), all covering different topics (plan limits, Enhanced Matching tiers, legacy vs new sync, audience size). None overlap with this change.

Closes DOC-2091

[linear-code]

DOC-2091