> ## Documentation Index > Fetch the complete documentation index at: https://docs.notfy.ai/llms.txt > Use this file to discover all available pages before exploring further. > ## Agent Instructions > Responda sempre em português do Brasil, com os nomes de menus e botões exatamente como aparecem no painel do Notfy. > Use somente o que está documentado aqui. Se a documentação não cobrir a pergunta, diga isso e indique a página mais próxima em vez de inventar. > Funcionalidades podem depender do plano, do segmento da empresa, das permissões do usuário e de integrações ativas: cite essa condição quando a página a mencionar. > Nunca peça nem repita senhas, tokens ou dados pessoais de clientes. # Frequently asked questions > Quick answers about access, service, registrations, pipeline, templates, social posts, bulk messaging and privacy in Notfy. Answers organized by topic. If something does not match what you see on screen, trust the panel and contact support, telling them which menu you are in. ## Account and access > [accordion] I forgot my password. How do I recover it? > > On the login screen, use the password recovery link and follow the instructions sent to your registered email. > [accordion] How do I add a new user? > > In **Settings → Users**, click **Create**. Enter name, email and password, and choose the **Main team** and the **Access Group**. User limits depend on the company's plan. > [accordion] How do I deactivate someone who left the company? > > Edit the user and turn off **Active User** in the **Status** tab. This blocks access to the system. > [accordion] How do I control what each person sees? > > Through the access groups in **Settings → Roles & Permissions**, assigned to the user in the **Permissions** tab. See [Teams and permissions](https://docs.notfy.ai/en/configuracoes/equipes-permissoes.md). > [accordion] Can I enable two-factor authentication? > > Yes, in your profile, with an authenticator app such as Google Authenticator. > [accordion] I work at more than one company. How do I switch? > > Use the company selector in the panel. Each company has its own address and separate data. ## Service and chat > [accordion] Which channels does Notfy serve? > > WhatsApp through Meta's official Cloud API and Instagram Direct, both in the same Chat. See [Official WhatsApp](https://docs.notfy.ai/en/configuracoes/integracao-whatsapp-oficial.md) and [Instagram Direct](https://docs.notfy.ai/en/configuracoes/integracao-instagram.md). > [accordion] Why can't I send a free-form message on WhatsApp after a while? > > It is a Meta rule: after 24 hours from the customer's last message, only approved templates can be sent. See [Message templates](https://docs.notfy.ai/en/cadastros/modelos-mensagem.md). > [accordion] What do the Chat tabs mean? > > **Queue** gathers conversations waiting for service, **AI** those handled by artificial intelligence, **Mine** those you have taken and **Finished** those that have been closed. Which tabs appear depends on your permissions. > [accordion] How do I take and transfer a conversation? > > Open the conversation and click **Take Conversation**. To pass it to someone else, use the **Transfer Conversation** action. See [Chat](https://docs.notfy.ai/en/atendimento/chat.md). > [accordion] Can I start a conversation with a registered customer? > > Yes. In **Registrations → Customers**, use the **Open WhatsApp** action on the customer's row. ## Registrations and pipeline > [accordion] What is the difference between a prospect and a customer? > > A prospect is an opportunity in progress in the funnel. A customer is someone who closed a deal or was registered directly. See [Prospects and tags](https://docs.notfy.ai/en/cadastros/leads.md). > [accordion] Can I customize the funnel stages? > > Yes. In **Settings → General Settings**, **Pipeline** tab, you add, rename, reorder and remove stages. You must keep one stage of type **Won**, one **Lost** and one **Initial stage**. > [accordion] How do leads come in automatically? > > By turning on **Automatic Lead Creation** in the WhatsApp integration, or by sending leads through a [webhook](https://docs.notfy.ai/en/configuracoes/integracao-leads-webhook.md). You can also register them manually or import a spreadsheet. > [accordion] How do I import a contact spreadsheet? > > In **Registrations → Customers** or **Registrations → Prospects**, click **Import spreadsheet**, download the template, upload your file and map the columns. Each import accepts up to 10,000 rows. > [accordion] I can't delete a customer. > > Customers with invoices, bills, charges, subscriptions or orders cannot be deleted. Turn off **Active Customer** to keep them inactive. > [accordion] What is a stale deal? > > It is an open prospect that has not moved to another stage for more days than the number set in **Stale Deal Alert**, in **Settings → General Settings**. Leave it blank to disable. ## Templates and bulk messaging > [accordion] My WhatsApp template was rejected. > > Adjust the text (no bold with double asterisks and not starting or ending with a variable) and use **Send for Approval** again. > [accordion] How do I use the templates I already created in the Meta panel? > > In **Message Templates**, click **Import from WhatsApp** and choose the integration. > [accordion] Why are bulk messages slow? > > Notfy waits an interval between messages to reduce the risk of blocking. Adjust the **Minimum interval** and the **Maximum interval** in **Settings → General Settings**, in the **Bulk Messaging** tab. ## Social posts > [accordion] Can I publish on Facebook? > > No. Social Posts publish only on Instagram. See [Social posts](https://docs.notfy.ai/en/cadastros/publicacoes-sociais.md). > [accordion] Why can't I schedule a post? > > Scheduling depends on the company's plan. If it is not enabled, Notfy shows the notice **Feature not available**. ## Plan and privacy > [accordion] My account became restricted. > > When the subscription is blocked or canceled, the panel only allows the Company settings, so you can regularize the plan, and the privacy area. Regularize it there or contact sales. > [accordion] Who can see the conversations and registrations? > > Only users of the company itself, according to their access group. One company's data is never shown to another. > [accordion] How do I handle a data subject request (LGPD)? > > Use the **Privacy & Data** page. Anonymization or deletion requests go through review by the Data Protection Officer before they are carried out. See [Privacy and LGPD](https://docs.notfy.ai/en/configuracoes/privacidade-lgpd.md). > [card] [Getting started](https://docs.notfy.ai/en/primeiros-passos.md) > > Initial setup path. > [card] [Registrations](https://docs.notfy.ai/en/cadastros.md) > > Customers, prospects and templates. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.