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This page is the way in when something doesn’t add up. Each answer is short, and almost all of them end with a link to the page that tells the whole story. If you are looking for what a word means, it is in the glossary. The dashboard is in Spanish, so buttons and on-screen messages are quoted here exactly as you will see them, with the English meaning in parentheses the first time.

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My agent did not reply to a customer

Before letting your agent reply, the system runs several checks. Go through them in this order.
1

Autopilot is off in that chat

The conversation header has a «Piloto automático» (Autopilot) switch. When it is off, your agent goes quiet in that chat and you reply instead. Turn it back on right there.You don’t have to be the one who turned it off. The agent turns it off itself when the customer asks to talk to a person, when they get genuinely angry, or when your playbook tells it to (for example, when closing an order). And if someone writes to the customer from the line’s phone repeating the first word of the message («ok ok, mañana te confirmo», “ok ok, I’ll confirm tomorrow”; «ya ya», “sure, sure”), Autopilot in that chat switches state. → Taking over the conversation yourself
2

The funnel is paused

With the funnel paused, its agent doesn’t reply to anyone. On Inicio (Home), its card says «Activo» (Active) or «Pausado» (Paused) and has its own switch: turn it on there. → Your first look
3

Your free trial has ended

From that moment your agents stop replying, even if you still have credit. If you try to turn a funnel on, the dashboard tells you that your trial has ended and that you need a plan. Topping up credits does not unlock it: you need to subscribe. → Plans and pricing
4

Your balance doesn't cover one more message

The cutoff kicks in before your balance reaches 0: when you have less than US$ 0.10 left, the minimum to reply to a message. That is why you can see a remainder on screen with the agent already silent. The Saldo (Balance) chip in the top bar turns red, and Saldo y facturación (Balance and billing) tells you what happened. → Credits and top-ups
5

They wrote several times in a row

It isn’t that it doesn’t reply: your agent waits a few seconds, gathers what the customer sent in a row and answers it all together. If the customer writes while your agent is still sending them a reply, what was left of that reply is cancelled and it answers the latest message. It works this way on purpose: there is nothing to change.
6

The message came from another line of your business

Your agent doesn’t reply to another WhatsApp line of your own business: that way, two of your agents don’t answer each other in a loop. To test, write to it from a personal phone. → Test numbers
If all of that is fine, open the conversation in the inbox. Your agent may have replied and the message not gone out. That bubble carries a red «!» and, when you hover over it, the notice gives the reason in words: «No enviado: el cliente pidió no recibir mensajes» (Not sent: the customer asked not to receive messages), «No enviado: el canal llegó a su tope de mensajes por minuto; se reintenta solo» (Not sent: the channel reached its per-minute message cap; it retries on its own)… If the reason shows up as a code in parentheses, send it to us exactly as it is.Also check that that funnel’s WhatsApp is still connected in Personalizar → Canales (Customize → Channels): each funnel has its own line. And bear in mind that your agent doesn’t reply in groups or in statuses. → When a message does not arrive
To keep your agent from replying to anyone yet, pause your funnel: Autopilot is not the way to do that. Autopilot works per conversation, and every new conversation starts with Autopilot on: anyone who writes to you for the first time comes in with the agent in charge.

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Does the copilot spend my credit?

Yes: the copilot is AI and spends your balance, just like your agent when it holds a conversation. The copilot is the AI inside the dashboard, the one in the drawer on the right. Don’t confuse it with Claude or ChatGPT connected from outside, which on these pages are your assistant. For the copilot there is a single budget, your balance, and a single gate: if it covers it, the copilot works; if not, it stops and tells you. Your welcome credits are in your balance from the very first minute.
When the copilot can’t reply, it leaves you a card with the way out.
  • No balance: «Tu cuenta no tiene saldo disponible. Recarga créditos para seguir usando el copiloto.» (Your account has no balance available. Top up credits to keep using the copilot.), with the «Recargar créditos» (Top up credits) button if you can see billing. If you haven’t connected WhatsApp yet, the notice tells you that your starting US$ 10 were spent on building your funnel.
  • Your trial has ended: «Tu prueba terminó: el copiloto y tus agentes quedan en pausa hasta que elijas un plan…» (Your trial has ended: the copilot and your agents stay paused until you choose a plan…), with «Ver planes» (See plans) if you can see billing. Topping up doesn’t help here.
  • A temporary glitch: «Reintentar» (Retry) sends your last message again.
  • A proposal that didn’t pass the playbook checks: the card shows you the rule that failed and the «Reintentar con eso corregido» (Retry with that fixed) button.
→ Credits and top-ups

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Balance and charges

That is expected: your account is born with your full US$ 10 welcome credit, advanced so that you can build and test your funnel before connecting anything. No more balance arrives when you connect your WhatsApp: what starts that day is your trial clock. → Connect WhatsApp
That is correct: your welcome credits were already in your balance from sign-up. When you connect, your trial starts and your agent begins handling that number. The welcome credit is US$ 10, once per business. If you signed up with a referral code, your US$ 25 arrive separately, on the day you activate your subscription. → Plans and pricing
The cutoff kicks in before reaching 0: when you have less than US$ 0.10 left. That is why Saldo y facturación uses three red notices: «Saldo insuficiente» (Insufficient balance: you have something left, but not enough to reply to a message), «Saldo agotado» (Balance used up) and «Saldo en deuda» (Balance in debt: your charges went past what you had left, for example a reply that was already under way or the transcription of an audio; your next top-up pays off the debt). → Credits and top-ups
It works this way on purpose: the messages were saved and you can see them in the inbox, but they were not left in a queue. Your agent picks up again with each customer’s next message.To catch up, turn on «Esperando respuesta» (Waiting for a reply) in the inbox: only the customers nobody answered are left. Reply to them yourself or, if you see «Seleccionar» (Select) above the list, pick several and press «Responder con IA» (Reply with AI): the AI answers them one per minute. Before that, it asks you to accept a notice about the risk of WhatsApp banning your number. → Reply with AI
Yes, and the balance notice tells you so: «Tus apps y los trabajos en segundo plano siguen activos, y su cargo estimado sigue corriendo.» (Your apps and background jobs stay active, and their estimated charge keeps running.) The debt can grow with the agent already silent. The concrete example is the transcription of the audio files you upload to the Library, which doesn’t stop for lack of balance. → Credits and top-ups
You subscribe. Topping up your balance does not turn your funnels back on once the trial has ended: they are two different things. Your balance isn’t lost: it is still there when you subscribe. → Plans and pricing
During the trial you can have up to 5 funnels active at once; with the subscription, it depends on your slots. When you try to turn on one more, the dashboard offers you to subscribe (or to add one more slot) or to turn another one off to make room. Careful with the latter: the agent of the funnel you turn off stops replying instantly and the messages it had queued are cancelled. → Plans and pricing
It is real. It starts with «⚠️ optiMind:» and goes out when a customer writes to you and your agent can’t reply, because your balance isn’t enough or because your trial ended. It goes to that funnel’s «Alertas de error» (Error alerts) numbers, from its own WhatsApp line, with the funnel’s name at the bottom. It doesn’t reach your customer.The intent is one notice a day per funnel and reason, but it isn’t a guarantee: with several funnels, or if the system restarts, you may get another one the same day. → Error alerts
It depends on what:
  • You change the card yourself, in Saldo y facturación → Métodos de pago → Cambiar tarjeta (Payment methods → Change card), with no charge. That is also where you add a backup card, which is charged if the bank declines the main one on a renewal or an auto top-up.
  • An app you no longer use is deactivated in the apps table on that same screen, with the ⋯ menu → «Desactivar» (Deactivate) (if you manage the apps). Its charge stops; what you have already paid is not refunded.
  • A funnel slot is removed with − on the «Suscripción» (Subscription) card. The removal takes effect on your next billing date.
  • Cancelling the whole subscription has no button: write to us.
  • An invoice or SUNAT receipt for what we charge you is not issued by the dashboard: your proof of payment is the receipt you get by email with each charge. (The «Facturación electrónica» (Electronic invoicing) app is for you to issue receipts to your customers, not for this.)
→ Plans and pricing
Yes, and they are two different things:
  • If you signed up with a code, you get US$ 25 in credit on the day you activate your subscription, on top of your US$ 10 welcome credit.
  • Your business also has its own code, in Administración → Plataforma → Referidos (Administration → Platform → Referrals) (if you can see billing). For each business that subscribes with it you earn US$ 15 of credit for each of their charges, up to 6 charges.
Don’t confuse it with the «Red de referidos» (Referral network) in Ventas (Sales): that one is for your customers to bring you customers. → Invite other businesses · Referral network

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WhatsApp and the QR code

No. Your number is connected by scanning a QR from the dashboard, as a linked device, just like WhatsApp Web. It doesn’t go through the official WhatsApp Business API (Meta’s): there is no application to get approved, no message templates and no per-conversation fee from Meta. Regular WhatsApp or WhatsApp Business both work, with the number your customers already write to.DarkFunnels is not a Meta product and is not affiliated with Meta. The optional pixel and Ads features do connect to Meta, with your permission. → Connect WhatsApp
It can happen. Since the connection is not the official API, WhatsApp can ban a number that writes to many people in a row or out of the blue. To lower that risk, the platform caps what your agent sends through your line (per minute, per hour, per day and distinct contacts per day) and doesn’t write at night to a number it has no previous conversation with.And there is something that depends on you: don’t use the line to cold-message lists of numbers. When you ask the AI to reply in a batch («Responder con IA»), the dashboard asks you to accept that risk every time. → Security
That is normal: each code expires in seconds and renews itself while that screen is open. Have WhatsApp on your phone already at Linked devices (Dispositivos vinculados) before you look at the dashboard and, if the code got away from you, press «Actualizar QR» (Refresh QR) and scan the new one. → Connect WhatsApp
The simplest way: open the dashboard on a computer, or on another phone, and scan from the line’s phone.If you see the «Vincular con código» (Link with a code) button on the card, you can do it from that same phone with an 8-character code: in WhatsApp, Linked devices → Link a device → Link with phone number instead (Vincular con el número de teléfono), and type in the code. It works with Peruvian mobile numbers. If you don’t see the button, it isn’t available for your account or for that line. → Common problems when connecting
For the first few seconds you will only see «Preparando el código QR…» (Preparing the QR code…): there is nothing to press yet. If it is still the same after 20 seconds, the badge switches to «Acción requerida» (Action required) with «La conexión está tardando más de lo normal. Reintenta o reinicia.» (The connection is taking longer than usual. Retry or restart.) Try in this order: «Reintentar» (Retry), which asks for the connection again, and «Reiniciar» (Restart), which starts it up again. → Common problems when connecting
You let about ten codes go by without scanning and the line stopped asking for them, so that a forgotten tab doesn’t spend the night generating them. Press «Conectar» (Connect) and the cycle starts again. If it is the first time you connect that line, the card goes back to «Desconectado» (Disconnected): press «Conectar / Escanear» (Connect / Scan). → Common problems when connecting
We email you within a few minutes and, if you turned on browser notifications, you get one there too. If the card says «Conectando…», it is reconnecting on its own: wait a little. If it asks you for a new code, scan it calmly: your conversations, your playbook and your catalog are untouched.What people wrote to you during the outage may show up in the inbox and be left unanswered. Find it with «Esperando respuesta» and reply yourself or use «Responder con IA», about 10 minutes after reconnecting. → Common problems when connecting
If the number you linked is not the one from sign-up, the card asks you whether it is the right one, with «Sí, es este» (Yes, it’s this one) and «Desconectar y usar otro» (Disconnect and use another one). If you noticed it yourself, press «Desconectar» (Disconnect) and connect the right one. Reconnecting doesn’t give you more credits or take any away. → Connect WhatsApp
Each funnel’s agent works through its own line: there is no WhatsApp for the whole account. In Personalizar → Canales there is one card per funnel with its status: connect the missing one. In the inbox, the message box tells you too: «Conecta WhatsApp para enviar mensajes» (Connect WhatsApp to send messages) or «Este embudo no tiene línea de WhatsApp» (This funnel has no WhatsApp line). → Connect WhatsApp
Connect anyway and then pause your funnel: on Inicio, its card goes from «Activo» to «Pausado». The order matters: a paused funnel can’t connect its WhatsApp. Bear in mind that your trial clock keeps running while the funnel is paused. → Connect WhatsApp
Your own WhatsApp, the one from sign-up, already counts as a test number: the agent replies to you as it would to a customer. If it didn’t, go over the checks above. Two typical cases when testing:
  • You wrote from another WhatsApp line of your business, for example the line of another of your funnels. The agent doesn’t reply to it: test from a personal phone.
  • You want to test with the phone of someone on your team. Add it under «Números de prueba» (Test numbers), in the funnel’s Configuración (Settings).
If you only want to see how the script responds, without going through WhatsApp, press «Probar» (Test) in that agent’s Manual (Playbook): it is a test chat, with no WhatsApp involved. → Test numbers
Go back to the Inicio tab and wait a few seconds: it checks again when you return to it. If it is still there, look at the status in Canales: if it stayed on «Conectando…» or on «Acción requerida», the connection didn’t get to finish. → Your first look

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The agent and its script

Most often, you didn’t give them to it. Prices live in the catalog and the hard rules — shipping, warranties, what cannot be promised — in the playbook. Whatever is not written down, the agent fills in its own way. If the information was written down, write to us with the funnel’s name and the time of the conversation. → The catalog · The sales playbook
Yes: approving the whole funnel the copilot proposes replaces the complete playbook, it doesn’t merge it. You have a way out: in the Manual, «Historial» (History) keeps the previous versions. Pick the earlier one, accept its changes (all of them or chapter by chapter) and press «Guardar cambios» (Save changes). → The History
You didn’t lose it: the setup is saved in your account. Press «Crear embudo» (Create funnel), from this device or from another one, and it reopens where you left it. It is also in the copilot’s «Sesiones» (Sessions) tab: at the top, «Tu puesta en marcha» (Your setup) → «Reanudar» (Resume). → If you stop halfway
It depends on how your funnel was born:
  • Selling over WhatsApp (Ecommerce template): when you approve, it is born with its shared block and the template’s chapters, with placeholders you fill in in the Manual.
  • Appointments or applicants: it is born with its chapter 1 written. You write the missing ones in its Manual, or you ask the copilot for the whole funnel in your setup, without taking up another funnel slot.
→ Your first funnel
That the message did not go out. Hover over the «!»: the notice gives the reason in words, for example «No enviado: pasaron más de 24 h desde el último mensaje del cliente» (Not sent: more than 24 h have passed since the customer’s last message). Some fix themselves (the ones that end in «se reintenta solo», “it retries on its own”). If you see a code in parentheses, write to us with the funnel’s name, the time and that code. → When a message does not arrive
That is expected, not a failure, and that is why it carries no mark: when the customer writes while the agent still had messages queued, the rest of that batch is cancelled so as not to talk over them. The agent carries on with the last thing the customer said.
Look at that chat’s «Piloto automático». The agent turns it off on its own when the customer asks for a person, gets genuinely angry or the playbook tells it to; and writing from the line’s phone repeating the first word also switches it. In Clientes (Customers), the «Por cerrar» (To close) queue gathers the chats where the customer wrote last and Autopilot is off.To hand the conversation back to the agent, turn Autopilot on. It doesn’t reply to what arrived while it was off: it waits for the customer to write again. → Taking over the conversation yourself
It is a real notice to your «Alertas de error» numbers. It names the funnel, says what happened — «no pudo responder a un mensaje del cliente, ni al reintentar» (it couldn’t reply to a customer’s message, not even on retry), or «no pudo entregar una respuesta» (it couldn’t deliver a reply) if what failed was the sending —, adds «Motivo:» (Reason:) with the detail and asks you to check the conversation.When the agent can’t reply, it first retries on its own. If you have browser notifications turned on, on that first failure you get «⚠️ Tu agente no pudo responder a…» (⚠️ Your agent couldn’t reply to…); the WhatsApp goes out if the retry fails too. So as not to flood you, the intent is one notice every 5 minutes per funnel and reason, although if the system restarts you may get another one sooner. → Error alerts
Unsubscribe them yourself: writing «BAJA» or «STOP» doesn’t unsubscribe them on its own. In their record, press «Dar de baja al contacto» (Unsubscribe contact). From then on they stop receiving messages from the agent and from you, across all your funnels. It is reversed from the same record with «Reactivar contacto» (Reactivate contact), if your user manages the business’s WhatsApp lines. → The customer’s record
That is correct: each funnel has its own record of each customer, with their details, tags, notes and sales. If the same number writes to two of your funnels, it shows up in both lists. What applies to the whole business is the unsubscribe. → Customers
It is on Inicio, in the ⋯ menu on the funnel’s card: «Duplicar embudo» (Duplicate funnel), «Compartir embudo…» (Share funnel…) and «Eliminar embudo…» (Delete funnel…). «Duplicar embudo» only shows up for whoever manages the account or can see billing. A duplicated funnel starts with no customers. → Your funnels

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Files

There is no limit on quantity. The limit is 20 MB per file from the dashboard, with the notice «El archivo … excede el límite de 20MB» (The file … exceeds the 20MB limit). If your catalog is bigger, split it into two PDFs or export it at a lower resolution. When the file is uploaded by your assistant connected from outside, the maximum drops to 2.5 MB. → The file Library
Sending them has no charge of its own apart from the conversation’s. Two automatic processes do use balance: processing the file for the agent’s memory, if the agent has «memoria del agente» (agent memory) turned on, and transcribing the audio files you have in a funnel’s Library, even if you don’t send them. → Credits and top-ups
Put the mouse over the label and the reason appears. The most common ones: a scanned PDF, which has no text to read; a CSV with no data rows; or «sin créditos» (no credits), if you ran out of balance. Next to it you have «Reintentar», but with a scanned PDF retrying changes nothing: you need a different file. → The file Library
On documents, yes: WhatsApp shows the name as it is. On photos and videos, no. Give a presentable name to whatever you are going to send as a document. → The file Library
Usually the problem is in the source file, not in the sending: the Library converts the audio into a voice note when you upload it, and if the file can’t be processed, the upload fails with «No se pudo procesar el archivo de audio» (The audio file could not be processed). Try uploading it again, recorded from your phone. → The file Library

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Meta ads and pixel

The «Anuncios» (Ads) page is in pilot and lives in the Ventas (Sales) app. If you don’t see it in your menu, or when you open it it says «Todavía no está disponible para tu cuenta» (Not available for your account yet), it isn’t open to you yet: write to us to join. → Connect your Meta ads
Open Personalizar → Píxeles (Customize → Pixels) and press «Últimos envíos» (Latest sends) on your pixel’s card. Each notice to Meta says whether it came out «Enviado» (Sent), «Falló» (Failed) or «Omitido» (Skipped), and the reason when something went wrong. → Common pixel problems

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Your team and your businesses

In Administración → Personas y accesos (Administration → People and access), with the «Invitar» (Invite) button. You decide, app by app, what each person can use. Invitations are sent by whoever manages the team: if you don’t see the button, ask that person. → Invite your team
They are missing access to that app. Whoever manages the team turns it on in Personas y accesos, on that person’s record. → If something goes wrong
Don’t create another one. Open the link in the invitation email and join with the account you already have, signing in with your password or with Google, as usual. When you enter the dashboard you will also see the notice «… te invitó a su equipo» (… invited you to their team), with «Reenviarme el enlace» (Resend me the link) in case you can’t find the email. → One account in several businesses
In your account menu, the circle with your initials at the top right. The current business says «Estás aquí» (You’re here) and the others, «Cambiar a esta empresa» (Switch to this business). The active business belongs to your account, not to the tab: if you switch on your phone, you switch on your computer too. Each business has its own permissions, its own balance and its own subscription. → One account in several businesses

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Signing in, signing out and your account

Sign-up stops and sends you to sign in. If you don’t remember your password, press «¿Olvidaste tu contraseña?» (Forgot your password?): you get a link to set a new one. If what you wanted was to join another business’s team, sign in with your account and open the invitation link. → Create your account
The rule is short: «Mínimo 8 caracteres, con letras y números.» (At least 8 characters, with letters and numbers.) No symbols or capitals are required. → Create your account
Look at it again calmly: sign-up rejects impossible endings — .con instead of .com is the classic one — and tells you so. It is done on purpose: nothing reaches an account with a misspelled email, neither the welcome nor the password recovery. → Create your account
If you see «No pudimos verificar tu navegador.» (We couldn’t verify your browser.), press «Reintentar». It tends to fail inside the Instagram or Facebook browser: open the page in Chrome or Safari and try again. → Create your account
It is not a problem with your email or your account: it is a sign-up ceiling for the whole platform that was reached in that hour. Try again in a few minutes, with the same details.
That is the normal step. Google doesn’t supply your WhatsApp number or your business name, so those two are asked for all the same. → Create your account
You don’t have to redo the sign-up. That number was copied into «Informar de las ventas» (Report sales), «Reportes» (Reports) and «Alertas de error» of every funnel you created, and Perfil (Profile) doesn’t let you change it. Correct it in each funnel’s Configuración and, so that new funnels are born with the right number, write to us. → If you entered your WhatsApp number wrong
Check three things on the funnel that should be notifying you:
  • That your number is on the right list in its Configuración: «Alertas de error», «Informar de las ventas» or «Reportes». With the list empty, that notice reaches nobody in your business.
  • That its WhatsApp line is connected. The notices go out from it.
  • For the morning summary, that «Enviar el resumen cada mañana» (Send the summary every morning) is turned on.
→ Funnel settings
All three are in Perfil (your account menu → Perfil). When you change the email you get a confirmation link at the new one, and the current one keeps working until you confirm. «Eliminar cuenta» (Delete account) deletes your entire business and is done by the owner; if you sign in with Google or your account is also in another business, the dashboard asks you to write to us. What is not changed there is the WhatsApp number from sign-up. → Security
There are two possible reasons. You hid it with «Ocultar» (Hide), which only hides it in that browser: your progress still counts and it shows up again in another browser. Or you registered your first sale, and with it the card is retired in every browser. What you can repeat whenever you want is the «Cómo funciona» (How it works) tour, in the Inicio header, which goes over those same steps. → The start-up list
The dashboard’s test conversations don’t tick it: that step waits for a real conversation, from someone who writes to the WhatsApp number you connected. → Your first look

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If you connected Claude, ChatGPT or Codex

This part is optional and only applies if you connected your assistant to your business from outside the dashboard. If you work in the dashboard, you are done.
The most common cause: you authorized with a different account. The connection doesn’t throw an error, it just shows you that account’s data. Ask it “which DarkFunnels account are you connected to?”: it has a tool that tells you the connection’s user and business. If it is not yours, remove the connector in your assistant, sign in to the dashboard at optimind.darkfunnels.ai with the right account and connect again. → Security
Your account is in several businesses, and each connection stays pinned to the one you had active on its first call. If you later switched business in the dashboard, that connection doesn’t save changes, so as not to write to the wrong business. Go back to that business in the dashboard, or remove the connector and connect it again to work in the other one. → One account in several businesses
Open a new chat: each conversation keeps the list of features that existed when it was opened. If it still doesn’t see them with a new chat — or it is missing some detail a feature ought to be asking you for — remove the connector and connect it again: that also refreshes the descriptions. Changing the connection address also forces a reconnect. → The connection URL
It is the same balance as the dashboard’s: the AI features stay stopped until you top up, and the assistant itself gives you the link. You top up in Saldo y facturación. → Credits and top-ups
In the dashboard, go to Ventas → Personalizar → Asistentes IA (Sales → Customize → AI assistants). On the «Seguridad y acceso» (Security and access) card, press «Revocar» (Revoke) next to the assistant and confirm: it loses access within a few seconds. If you also want to remove it from your assistant, delete the connector there. → Connect Claude
Yes: reading your chats and pointing out where the sale falls apart is one of the most useful things it can do. And you don’t need to connect anything for that: the dashboard’s copilot also reads, searches and summarizes your conversations. When it summarizes, it works on a sample and tells you how many it looked at. → The same thing, from your assistant

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Isn’t your question here?

Write to us. Tell us what happened in detail — the funnel’s name, the time and, if you can, the customer’s number — and we will look at it in your account. From the dashboard, the «Ayuda» (Help) button in the top bar (the question mark) has «Escríbenos por WhatsApp» (Write to us on WhatsApp).

Team WhatsApp

+51 976 616 514 — the fastest route.

Email

soporte@darkfunnels.ai — the channel listed in the Terms and in the Privacy Policy.

Glossary

Agent, funnel, playbook, chapter, turn, marker: every word in one line.

Security

What is stored, who sees it and how long it is kept.
Last modified on October 19, 2026