Troubleshooting

My AI isn't replying

Check in this order:

1. Is the AI Assistant active? AI Assistants → account → job. If the job is off, no replies fire.
2. Is the account still connected? AI Assistants should show the account as Connected. If it needs attention, open its connection settings and reconnect.
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

DMtoLead reserves a credit before an automated reply is sent. If delivery fails (rate limit, disconnected channel, or a customer who blocked the bot), that reservation is refunded. So a "missing" reply usually means the reply did not 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

Check the Shopify source status and latest sync in Training → Knowledge. If the data looks stale:

• Use manual sync, then verify the item count and latest-sync time.
• If authorization failed, reconnect the Shopify source. 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 shared Training knowledge and review the change.
• Wrong tone → update Training → Voice, then test the affected AI Assistant job.
• Hallucinating facts → add the missing trusted knowledge or make the assistant clarify or hand off when no source can verify an answer.