Troubleshooting

My AI isn't replying

Check in this order:

1. Is the automation on? Automations → your automation → top-right toggle. If it's off, no replies fire.
2. Is the channel still connected? Integrations page should show Connected. If it says Token expired or Disconnected, reconnect (Meta tokens occasionally expire after long inactivity).
3. Have you exhausted credits? Settings → Usage. If you hit 0 mid-cycle, top up or upgrade. AI replies pause silently when credits are out — they don't error.
4. Is the conversation in manual mode? Open the conversation in the inbox; the AI/manual toggle is at the top. If a teammate switched to manual, the AI stays paused on that thread.
5. Is it inside the messaging window? WhatsApp and Messenger only allow free-form replies inside 24 hours of the customer's last message. Outside that, you need pre-approved templates.

My Instagram account doesn't appear during connect

• The Instagram account must be Business or Creator. In the Instagram app: Settings → Account → Switch to Professional.
• The Instagram account must be linked to a Facebook Page. In Facebook Page settings → Linked Accounts.
• You must be logging in as the Facebook user with admin role on the Page.

If all three are true and it's still missing, log out of Facebook in your browser, log back in, retry.

WhatsApp number verification keeps failing

• Number is currently active on the WhatsApp mobile app — you have to migrate it through Meta's flow (the flow offers this option). Once migrated, the mobile app for that number stops working.
• Number can't receive SMS in your country — try the voice-call verification option instead.
• Number was previously registered with WhatsApp Business API under a different Meta account — Meta requires release from the old account first. Contact support@dmtolead.com with the number; we can help escalate.

My Telegram bot doesn't see group messages

Telegram bots have a privacy mode that hides non-mention messages by default. To let the AI see every message in the group:

1. Open @BotFather.
2. Send /setprivacy.
3. Pick your bot.
4. Choose Disable.
5. Re-add the bot to the group. Privacy-mode changes only apply on re-add.

My outbound webhook isn't firing

Check Settings → Webhooks → Delivery log. Most common causes:

• Verification failed — your endpoint didn't echo the verifyToken. Fix the verify response and toggle re-verify.
• HTTPS cert issue — DMtoLead rejects self-signed certs. Use a real cert (Let's Encrypt is free).
• Endpoint returning 5xx — your server is errored. Check your own logs; we retry with backoff for ~35 minutes then give up.
• Endpoint slow — if it consistently takes >10s, deliveries pile up. Queue heavy work on your side, return 200 fast.

My credit counter looks wrong

Credits deduct after a reply is sent successfully. If a reply failed (rate limit, channel disconnected, customer blocked the bot) no credit is deducted. So a "missing" reply usually means the reply didn't actually go out — check the conversation status row.

If the count looks off even after accounting for failures, contact us with the workspace ID and the date range — we'll audit the token-usage log.

Shopify data feels out of date

We don't cache aggressively — every relevant AI lookup queries Shopify in real time. If the data looks stale:

• Reconnect Shopify (Integrations → Shopify → Disconnect, then Install again). This refreshes the OAuth token.
• If you recently changed Shopify's API scopes via a custom-app install, reconnect to pick up the new scopes.

The AI is saying something wrong

The fix depends on what's wrong:

• Wrong product info → the source data is wrong (e.g. Shopify product description). Fix it at the source; the AI reads live.
• Wrong policy/FAQ answer → update the knowledge base entry. Save propagates immediately.
• Wrong tone → tweak personality. Test in the automation's Test chat until it feels right.
• Hallucinating facts → either the knowledge base is missing that topic (add it) or the AI is being asked something you don't have data for. Add a "If asked X, say Y" knowledge base entry.