If people are engaging but not appearing in your Contacts, run through these.
Your filters are hiding them
This is the most common one. If you have filters or a date range set on the Contacts page, new people may simply be filtered out of view. Clear your filters and check again. See Filtering and searching contacts.
No live initiative is matching them
A contact is created when someone matches a live initiative. Make sure you have a published initiative on the right post or keyword, and that it is Active, not paused or auto-paused. Two subtle ways a match can miss:
- The keyword does not appear anywhere in what they typed (matching is forgiving about case and position, but the word does have to be there).
- Another initiative matched first. When one action matches several initiatives, the oldest one wins, so check whether they landed in a different flow.
Your contact capacity is full
When your workspace hits its contact limit, brand-new people are not picked up until there is room. Check the capacity meter at the top of the Contacts page. Deleting contacts you no longer need frees the space immediately, or move to a plan with more capacity. See Managing contacts and capacity.
The channel is disconnected
If your Instagram connection dropped, Cloziq cannot see new engagement. Check Account Health on your dashboard and reconnect if needed.
A note on the opt-in button
With comment, story, and ad triggers, the contact is created when the trigger matches, but the sales conversation only starts when they tap the button in your opt-in message. So if you see contacts appearing but sitting at Prospect, that is people who have not tapped yet, not a bug. Make sure your button text invites the tap. See Writing your opt-in message.
Still stuck?
If a live initiative should be matching people and contacts still are not appearing, reach out from the chat and tell us which initiative you expect to be firing, or use Report a Bug in Settings.