Where do contacts come from?
Anyone who enters one of your conversations becomes a contact, whether through a comment, a DM, a story reply, or an ad. They appear in your Contacts inbox automatically, with their real Instagram name, handle, and photo.
Why can't I edit a contact's tags or info?
If the contact is in an active conversation, their tags and lead information are locked so nothing changes mid-chat. Once the conversation ends, you can edit them again. You can always add notes.
How do I take over a conversation?
Just reply to the prospect yourself from Instagram. The agent notices and steps aside immediately, and the contact shows as Interrupted. If you want the agent stopped before you say anything, use Stop Sales Conversation from the contact's menu. See Stepping in: taking over from your agent.
Will the agent jump back in after I take over?
No, never. An interrupted conversation belongs to you for good. If you want the agent to be able to engage that person again on a future trigger, use Allow New Sales Conversation on the contact.
What does "Needs Human Intervention" mean?
The agent decided this contact needs a person, so it went quiet and flagged them for you. These are your priority, since someone is actively waiting. Check them daily.
Can I message someone after they go quiet?
Only within Instagram's messaging window, which stays open for 24 hours after the prospect's last message. After that, you have to wait for them to message again. Each contact's Activity tab shows how much time is left in the window.
Can I delete contacts?
Yes. Open a contact and delete it from the menu, or select several and delete them in bulk. Deleting is permanent.
Everything that identifies them is erased and cannot be recovered: name, handle, photo, email, phone, captured answers, tags, notes, and the contents of their messages. The conversation stays on as an anonymous record with nobody attached, which is what keeps your historical close rate and conversion rate honest after a cleanup. The contact leaves your list, your funnel, and your billable count right away. See Managing contacts and capacity.
A prospect told my agent to stop. What happened?
The conversation ended immediately as Disqualified and the agent sent nothing back, which is deliberate: replying to someone who just asked you to stop is the quickest way to get reported. They will not appear in Needs Human Intervention. See When a prospect opts out.
How many contacts can I store?
Your plan includes a contact capacity, shown as a meter on the Contacts page and in Settings → Billing. When you are full, new prospects are not picked up until there is room, so keep an eye on the meter during big campaigns. See Managing contacts and capacity.
Do my Test Agent chats create contacts?
No. Test conversations never appear in Contacts, never count toward capacity, and never show up in your metrics.