> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/mochi-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/mochi-docs/mochi-sops/faq-common-client-questions.md).

# FAQ - Common Client Questions

FAQ - Common Client Questions

#### The questions we get asked the most. Answered here so you don't have to wait.

### Setup & Access

Q: I didn't receive my Slack invite or welcome email.\
`A: Check your spam folder first. If it's not there, email` [`hey@themochi.app`](mailto:hey@themochi.app) `with your name and the email you used at checkout. Allow up to 15 minutes from payment — if it's been longer, reach out.`\
Q: My magic login link expired.\
`A: Links expire after 15 minutes. Go back to` [`use.themochi.app`](http://use.themochi.app) `and request a new one.`\
Q: Can I connect a Personal Instagram account?\ <kbd>`A: No — Meta's API only works with Business or Creator accounts. Go to your IG settings → Account → Switch to Professional Account → Creator. It's free and takes 2 minutes.`</kbd>\
Q: Can I run Mochi alongside ManyChat or my current tool?\ <kbd>`A: Yes. Run them in parallel for 2–4 days while Mochi accumulates messages, then cut over. Note: ManyChat contacts cannot be imported into Mochi (Meta API restriction).`</kbd><br>

### Features

Q: Why can't I see my old DM conversations in Mochi?\
`A: Meta's API doesn't allow access to historical messages — this is a privacy rule that applies to every tool in the market, including ManyChat. New conversations will appear from the moment you connect. After 2–4 days you'll have a clean working inbox`.\
Q: Can Mochi send outbound DMs automatically?\
`A: No. Meta's API doesn't allow automated outbound messages — any tool claiming to do this is operating illegally and risks getting your account banned. Mochi CAN track outbound messages and give you reply rate data so you can split test your openers.`\
Q: What happens if I don't reply to a lead within 24 hours?\
`A: Meta's API restricts replies after 24 hours of inactivity. If the window expires, your setter needs to go to Instagram natively to revive the conversation. Once the lead replies, Mochi picks it up again. (Mochi is working on extending this to 7 days.)`\
Q: Can I import my ManyChat contacts?\
`A: ManyChat doesn't allow CSV exports and Meta's API doesn't allow historical data access. The honest answer: most of those old contacts aren't convertible anyway. Start fresh — connect your IG, let it run, and your active leads will appear naturally.`\
Q: My Calendly bookings aren't updating the lead status.\
`A: Two most common causes: (1) The link was copy-pasted instead of sent from inside Mochi — only tracked links auto-update. (2) For external bookings (e.g. bio link), your Calendly form needs a question that includes the word "Instagram" so Mochi can match the booking to the lead.`<br>

### AI Features

Q: Why aren't my AI tags firing correctly?\
`A: The most common cause is a vague prompt. AI tags need specific, detailed prompts — not just "tag if interested." See the AI Tags Inspiration Guide (pinned above) and rewrite your prompt with clear signals and examples.`\
Q: When will AI setter be available for me?\
`A: AI setter rolls out in stages based on how much conversation data you've accumulated. Stage 1 (Suggestion Pills) → Stage 2 (Away Mode) → Stage 3 (AI as Team Member). The more you use Mochi, the faster this unlocks. Check Settings → Intelligence for your current stage.`\
Q: Can I customise what the AI Summary shows my setters?\
`A: Yes. Settings → Intelligence → Lead Summary → edit the prompt. You can add custom fields like budget qualification, specific objections, or anything relevant to your qualification process.`\
Q: My voice clone sounds robotic / too formal.\
`A: This usually means either (1) you used course or teaching audio — re-record in a natural conversational tone, or (2) your recording lacked variety in pace and energy. Re-record with more natural variation. You can also adjust the stability and speed sliders in Mochi after connecting.`<br>

### Team & Roles

Q: What's the difference between Manager and Setter?\
`A: Managers see all leads and all conversations, can invite team members, and access all settings. Setters only see leads assigned to them. Managers cannot invite other Managers — only the Creator (account owner) can do that.`\
Q: A team member didn't receive their invite.\
`A: Settings → Team → find their name → Resend Invite. Have them check spam.`\
Q: Can setters see each other's conversations?\
`A: Setters can filter to see other setters' leads but their default view is their own assigned leads only. Managers see everything.`<br>

### Data & Privacy

Q: Is my Instagram account safe to connect?\
`A: Yes. Mochi uses Meta's official API — the same infrastructure Instagram uses for all third-party integrations. Your account credentials are never stored. You connect via Instagram's own OAuth flow`.\
Q: Who can see my client conversations?\
`A: Your team (based on their role) and the Mochi team for support and quality purposes. You can exclude personal conversations using the Excluded Contacts feature.`\
Q: Can I export my lead data?\
`A: Yes. Lead List → Export CSV. You get names, stages, assigned setters, tags, deal values, last interaction, and payment status.`<br>

### Still have a question?

Drop it in this Slack channel and your Client Success Partner will get back to you within 2 hours during core hours.<br>


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