FAQ & troubleshooting
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01The AI isn't replying
Check in order:
- Account connected? Settings → Accounts — a "Reconnect needed" badge means no messages flow at all.
- AI configured? Assistant name + offer description must both be set (AI Setup).
- Conversation-level switch — if a human replied manually, the AI paused for that conversation by design. Flip it back to Auto in the inbox.
- Is it actually a lead? Casual chatter is deliberately left alone; check the Suggested view and promote if the engine under-called it.
- Do you have opt-in keywords set? A DM only becomes a Lead — and only reaches the AI — when it matches a keyword on one of your automation rules or flow triggers. With none set, nothing qualifies. See What makes a conversation a Lead.
02A DM came in but it's not in my Inbox
Check the All view first — every DM lands there whether it matched a keyword or not, so if it's in All, nothing was lost. The Leads view only shows conversations that matched one of your opt-in keywords, which is why a message using none of your words won't appear there. Two fixes, in order:
Automations, or on your flow's trigger. Add the obvious ones ("demo", "pricing", "info", "start", your offer's name). Changes take effect within a minute.
Recovering leads that slipped through the cracks. It reads back through recent DMs and surfaces real prospects who didn't match anything, so nobody from before you set your keywords is lost.
- Set keywords that match how people actually write to you — on any rule in
- Recover the ones already missed — run the scan in
If a DM is missing across every view, that's a connection problem instead — check Settings → Accounts for a Reconnect needed badge.
03The AI said something wrong
Fix the source, not the symptom: if it's a knowledge error, correct the Brain entry; if it's a behavior problem, add a Don't in AI Setup. Thumbs-down the specific reply too — ratings improve future answers. For an active conversation, take over manually (your reply pauses the AI instantly).
04My flow didn't fire
- Flow must be Live (Drafts never send).
- Comment triggers: keyword must match, and they fire once per user per post.
- One flow per conversation at a time — a lead already in a flow won't enter another.
- A step may have been compliance-blocked — check the flow's What happened log; blocked steps show a reason.
05A message shows "skipped" or "blocked" in What happened
Usually the messaging window — the lead hadn't replied yet, or their 24h window closed. This is SetterStack protecting your account, not a bug.
06Broadcast audience is smaller than my lead list
Correct and intentional: broadcasts only reach leads who messaged you within the last 24 hours (why). Grow the eligible pool by running engagement flows, then broadcast while windows are open.
07Booked calls aren't showing as Booked ✓
The booked signal arrives via your GHL integration (setup). Verify the lead booked through the link the AI sent — bookings made through other links can't be attributed to the conversation.
08I forgot my password / can't log in
On the login page, tap Forgot password? and we'll email you a secure reset link. (If you reached your login via an agency's branded domain, use that same domain to log in and reset.)
09Does SetterStack import my old DMs?
No. History import isn't available — SetterStack manages conversations from the moment you connect onward.
10Is there a monthly AI limit?
Your 7-day free trial starts the moment you create your account — you pick a plan and add a card up front, but nothing is charged until the week ends, and you can cancel anytime before then. Verify your email to switch on your $4.00 of AI credit (about 10 conversations), and the trial runs at Starter level so voice notes and DM greeters are included. Burn through it early and you can add a $5 top-up to finish the week; otherwise the AI simply pauses until your plan activates. After that, each plan includes a monthly amount of AI conversations, and what happens past it depends on the plan: Flex includes 50 conversations and then keeps going at 30¢ per extra conversation, billed automatically — that's the usage fee you agree to at checkout, so nothing on the invoice is a mystery. Starter (1,500/mo) and Pro (4,000/mo) never bill extra: at your included amount the AI pauses for the rest of the month (your inbox, flows, and manual replies keep working), and you can grab a prepaid conversation pack — $30 for 100 conversations or $249 for 1,000, valid for the current billing month — or upgrade for more headroom. Either way you'll see a heads-up in the notification bell as you get close, and your usage resets at the start of each billing month. Full details in Plans & billing.
11Why did the AI stop sending mid-day? (daily sending limit)
Separate from your monthly AI conversation allowance, every connected account has a daily sending limit (up to 500 messages/day, ramping up gradually on newly connected accounts). This one isn't about billing — it's safety equipment: sending faster than a human plausibly could is the #1 trigger for Meta action blocks, and a blocked account can't message anyone at all. If your account is busy enough to hit the limit, nothing is lost — every reply is queued and goes out automatically when the limit resets at midnight UTC (8:00pm ET), and the account owner gets an email the moment it happens so it's never a mystery. Hitting it regularly is a good problem: upgrade your plan or contact support about a custom per-account ceiling that raises your volume safely.
12Does the AI speak other languages?
Yes — it replies in whatever language the lead writes in, automatically. A lead who DMs in French gets French back, Spanish gets Spanish, and switching mid-conversation is handled too. Voice messages are transcribed in their original language first, so the whole flow stays in the lead's language.
13What happens when a lead sends a voice message?
The AI listens. Voice notes are transcribed automatically (any language) and answered like any other message, so a lead who talks instead of types never stalls the conversation. If a recording is inaudible, the thread simply waits for a human — nothing is guessed.
14Can it DM my new followers automatically?
Not currently — Instagram doesn't expose a reliable "new follower" event to third-party tools. The compliant alternatives: comment hooks, story-reply funnels, and keyword DMs, which convert warmer intent anyway.
15Is my data isolated?
Yes — every workspace's accounts, conversations, AI configuration, and analytics are fully separate. Your team only sees profiles they've been granted (Team & access), and you can export your leads to CSV anytime.
16Something else?
Ping support with the conversation or flow name and (if relevant) a screenshot of the What happened log — that log usually contains the answer.