Frequently Asked Questions

The general questions section covers 16 typical situations that teams face when working with Chatterfy . Unlike and , which cover errors in specific subsystems ( Tracker and Telegram Bot API), this se

The general questions section covers 16 typical situations that teams face when working with Chatterfy. Unlike Tracker Errorsand Telegram Errors, which cover errors in specific subsystems (Tracker and Telegram Bot API), this section includes questions about product setup and behavior as a whole: the bot, AI, media, broadcasts, operators, landing pages, and billing.

Each question is a separate article with a detailed breakdown (symptom, cause, solution steps, prevention). Below on this page is a live accordion with all 16 questions for quick scrolling search without navigating away. If the short answer is not enough, click “Learn more” in the relevant item.

Can't find your question?

Search (⌘K) searches the full text of all articles. If the symptom still does not show up, check the subcategories Tracker Errors(if the issue is in campaigns / postbacks / sources) and Telegram Errors(if the error comes from Telegram). If nothing fits, write to @chatterfy_support with the Bot ID, the time of the issue, and a description of the reproduction steps.

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What people ask about here

All 16 questions fall into 5 major groups — see which one your symptom belongs to, then expand the relevant item in the accordion below.

— Bot behavior and lead intake. The bot stopped accepting leads, does not see the channel, follows the old funnel after importing a flow, does not wait for the lead’s reply, does not remove the reply keyboard. This is about Bot Settings+ Flow step types.

— AI and automation. AI replies slowly, does not skip a step even when the response is suitable, does not react to “correct” messages. This includes AI Settings — Bot Personality+ AI Models — Complete Guide to AI Models in Chatterfy.

— Media: voice messages, videos, video notes. Voice messages without a waveform, videos get compressed, you cannot send a video note. This is about file formats and codecs accepted by Telegram.

— Operators and chat assignment. All operators see other people’s chats; you cannot hide dialogs between managers. This includes Assign Manager — chat distribution+ Operator — assigning an operator.

— Landing pages, billing, and more. How to upload a custom landing page, what “balance below $100” means, uneven A/B, Contact / FD events are not tracked, how to restart a funnel for a lead.

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Related FAQ subcategories

If the symptom is about an error in a specific subsystem (rather than general product behavior), see the related sections:

Tracker Errors

Errors in Tracker appear in — the service log that records everything Tracker does from the click through to recording the postback from the affiliate network. Most messages are informational (“lead w

Telegram Errors

Telegram returns errors as HTTP codes, like any API. In Chatterfy , this appears as sending failures in (chat status Error ), and in the logs of the specific bot. The most common codes are 400 (PEER_F

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All 16 questions

Expand the item you need. Each answer at the bottom contains a link to the full article with steps and the related reference. The accordion works in one item open at a time mode — click another item, and the current one will close automatically.

Бот перестал принимать заявки в канал

Уведомление «Баланс ниже $100»

AI отвечает слишком медленно

Не видит канал при создании кампании

Сделал импорт flow, но бот ведёт по старой воронке

AI не пропускает шаг если лид уже ответил подходяще

Как сделать чтобы бот ждал ответа лида

Как убрать reply-клавиатуру

Как перезапустить воронку для лида

Как загрузить кастомный лендинг

Неравномерное A/B 90/10 вместо 50/50

Голосовые без waveform

Не трекаются Contact / FD события — только Subscribe

Как отправить video note (кружок)

Как избежать сжатия видео

Как скрыть чаты между операторами

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If you didn’t find an answer in the FAQ

Sometimes the symptom is not described directly — in that case, go to the reference for the module where you think the problem lies:

— Bot behavior, AI, steps — Flow step types(5 step categories with detailed logic for each).

— Technical bot settings (name, delays, webhooks, Custom Fields) — Bot Settings.

— AI in general (how it works, how to configure it) — AI Manager — overviewand What to do if AI makes mistakes.

— Campaigns, sources, postbacks — Tracker — Overview(the full Tracker section).

— If you’re not sure about a term or abbreviation — Glossary(canonical glossary).

— If nothing helped — write to @chatterfy_support with Bot ID, Campaign ID, Flow ID, and the exact time of the issue.

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Articles in this section

Uneven A/B testing — 90% to one branch, 10% to the other

Set a 50/50 distribution in or Assign Manager 50/50 for two operators — but you see 90% of leads going one way and 10% the other. This is not a bug or a misconfiguration — it is statistically normal f

Why the AI Doesn't Skip a Step If the Lead Has Already Answered Appropriately

Standard behavior of the AI Reply step: it first generates its response , then checks AI Routings and moves to the required branch. If you want AI to skip its own response when the lead’s message alre

AI takes a long time to respond / works slowly

The AI does not respond immediately — this is almost always the result of deliberately configured delays, not “slowness” from the neural network. In Chatterfy, delays are used to make the conversation

Do I have to keep my balance above $100?

The notification that the company balance has dropped below $100 is informational — it reminds you to make sure the balance does not go negative and bots are not automatically suspended. The platform

The bot stopped accepting channel join requests — why?

The bot in the channel suddenly stopped accepting join requests for the channel, even though the settings were not changed. The reason is almost always the same: leads are coming through links that ar

How to make the bot wait for a lead's reply

By default, the bot goes through the flow without stopping — it executes the steps sequentially from start to finish. To make it pause and wait for a message from the lead , you need two settings on a

Channel not visible when creating a channel campaign — how to fix it?

When creating a campaign with the To channel traffic flow type, Tracker prompts you to select a channel from the list. If the channel does not appear in the list, the reason is almost always one of tw

Requirements for Uploading a Custom Landing Page

A Custom landing page in Chatterfy is your own HTML file uploaded as a ZIP archive. Unlike a Default landing page (where we provide ready-made templates), Custom gives you full control over the page d

Why conversations and events are not tracked — only Subscribe

You created a campaign, configured everything, leads are coming in — but in and in you only see the Subscribe event. Contact, Registration, FD, and RD do not appear. The most common reason is that no

I imported a flow, but the bot is still following the old funnel

Importing a flow between bots or from a personal account to Standard transfers the funnel structure — steps, branches, and texts. But some settings are tied to a specific bot and are not transferred a

How to hide chats between agents

By default, all bot operators see all chats in . This is convenient for a small team, but for teams of 5+ people or agencies with multiple clients, you need to separate visibility so each operator wor

How to remove the keyboard (reply keyboard) for a lead

Reply Keyboard in Telegram is a set of buttons that appear at the bottom of the lead’s screen (replacing the system keyboard). They are useful for quick replies at the beginning of a conversation, but

How do I restart a funnel for a lead?

The lead taps /start and expects the funnel to start over — but the bot “continues” from where it stopped. This is intentional: the Telegram command /start does not reset the dialog state in Chatterfy

How to Send a Round Video Message (Video Note) Correctly

A video note in Telegram is a short square video in a circular frame, like in the Telegram app when recording via the microphone. For the file to be displayed specifically as a “circle,” and not as a

How to avoid video compression when sending videos

The video is sent distorted, in poor quality, or its aspect ratio changes — this is the result of automatic transcoding by Telegram. Telegram compresses videos when sending them if the file exceeds ce

Voice message without visualization (waveform)

A voice message in Telegram is a special format: a round microphone icon + an animated sound volume visualization (waveform). For Telegram to recognize a file as “voice” rather than a regular audio tr

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Related

Tracker Errors

Errors in Tracker appear in — the service log that records everything Tracker does from the click through to recording the postback from the affiliate network. Most messages are informational (“lead w

Telegram Errors

Telegram returns errors as HTTP codes, like any API. In Chatterfy , this appears as sending failures in (chat status Error ), and in the logs of the specific bot. The most common codes are 400 (PEER_F

CRM

The CRM section is the team's workspace. All dialogs with leads in Telegram , the scenario builder, bot settings, broadcasts, and analytics live here. This is the platform's largest module — for 80% o

Glossary

In Chatterfy, the same object is sometimes called different things. Some people say lead , others say client or user . Some say flow , others say funnel . This glossary is the source of truth: the can