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.
02The 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).
03My 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.
04A 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.
05Broadcast 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.
06Booked 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.
07I forgot my password / can't log in
Password reset is being finalized — contact support and we'll restore access. (If you reached your login via an agency's branded domain, use that same domain to log in.)
08Does SetterStack import my old DMs?
No. History import isn't available — SetterStack manages conversations from the moment you connect onward.
09Is there a monthly AI limit?
Each plan includes a monthly AI budget that covers the cost of generating replies. On the free plan the AI works on real conversations up to that budget; when it's reached, the AI pauses for the rest of the month (your inbox, flows, and manual replies keep working) and you'll see a heads-up in the notification bell as you get close. Upgrading raises or removes the limit. You're never charged a surprise overage — the cap simply pauses automation rather than billing you more.
10Does 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.
11What 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.
12Can 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.
13Is 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.
14Something 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.