Frequently asked questions
How do I sign in to Infynia?
Section titled “How do I sign in to Infynia?”On the Sign in or create your account screen, type your email and click Continue with email. Infynia sends a 6-digit code to your email: type the code and click Verify email. No password needed. If the code expires, use Resend code.
Prefer a password? On the code screen, click Use password instead. To create or change your password, use Create or reset password.
If you opened an Infynia link while signed out, after signing in you go straight back to the page you tried to open. And if the email doesn’t have an account yet, the same screen takes you to sign-up.
I see “You don’t have access to this area”. What do I do?
Section titled “I see “You don’t have access to this area”. What do I do?”Your role in the store doesn’t include that page. Ask the Owner or an Administrator to grant the area in Settings → Users, then click Refresh page. See Users and account.
Why wasn’t my message sent?
Section titled “Why wasn’t my message sent?”The most common reasons:
- Outside the 24-hour window: free-form messages can only be sent within 24 hours of the customer’s last message. Outside that, you need to use an approved template.
- Template not approved: if the template is still under review or was rejected, it can’t be used. Check the status in WhatsApp Templates.
- Plan without the feature: some follow-ups depend on your plan. Check plans and billing.
- WhatsApp disconnected: check in Integrations that your number is still connected. See WhatsApp.
- WhatsApp didn’t deliver it: on the Dashboard’s Checkouts tab (Dashboard), the checkout shows as Not delivered when WhatsApp refused the message. Open the checkout to see why and check WhatsApp Health.
- Subscription stopped or free-plan limit: when the subscription is canceled, suspended, or has a pending payment, or the free plan’s contact limit has been reached, automations don’t send. See plans and billing.
When is the first recovery message sent?
Section titled “When is the first recovery message sent?”The wait time is configurable by you in Automations for each recovery type (abandoned cart, unpaid PIX, declined card). The defaults are 10 minutes for abandonment and PIX, and 60 minutes for card.
The time counts from when Infynia receives the notification from your store — and each platform notifies at a different moment. For example, Yampi itself decides when a cart is “abandoned” before notifying Infynia; on Nuvemshop it can take up to about 10 minutes extra. Full details for each platform are in cart recovery.
Why wasn’t the cart recovered?
Section titled “Why wasn’t the cart recovered?”- The customer may still be within the configured wait time before the first send. See the send timings.
- The customer may have completed the purchase — in that case recovery stops and the sale is recorded as recovered.
- The customer may have asked not to receive more messages.
- Carts older than 24 hours are not recovered.
My message template was rejected. Now what?
Section titled “My message template was rejected. Now what?”Adjust the text following the reason provided by WhatsApp (usually related to promotional content or formatting), and submit it again for approval. Shorter, clearer templates tend to get approved faster.
The integration with my store stopped. What do I do?
Section titled “The integration with my store stopped. What do I do?”- Make sure your store is still connected in Integrations.
- For API-key integrations (like Shopify and WooCommerce), check that the credentials are still valid and have the correct permissions.
- Reconnect the store by following the guide for your platform in Connect your store.
Can I use the same WhatsApp number on two accounts?
Section titled “Can I use the same WhatsApp number on two accounts?”No. Each number belongs to a single store in Infynia. If you need to move the number to another account, contact support.
Does the AI agent reply to everything on its own?
Section titled “Does the AI agent reply to everything on its own?”The agent replies to customers’ messages and can hand off to a human agent when needed. While a human is handling the conversation, the agent stays silent. Learn more in AI agent.
My subscription stopped. Can I still see my data?
Section titled “My subscription stopped. Can I still see my data?”Yes. With the subscription canceled, suspended, or past due, you can still open the Inbox, Customers, the Dashboard, and your reports, and you can still stop things (such as disconnecting an integration or muting the AI). What’s paused is automatic sending. A notice at the top of the screens shows the status and the button to settle it. See past-due payments and when the subscription stops.
How much does it cost to send messages and campaigns?
Section titled “How much does it cost to send messages and campaigns?”Infynia usage is charged when Infynia itself sends a message for you or when the AI agent replies to a customer. Most of it is per active customer: each customer is counted once per charge type within a 30-day window, no matter how many messages you exchange. Campaign blasts, on the other hand, are counted per message sent — you see an estimate before sending. WhatsApp/Meta’s own charges for using your number are separate from Infynia’s billing. See more in plans and billing; the exact figures live in your subscription area.
Why weren’t all my broadcast messages delivered?
Section titled “Why weren’t all my broadcast messages delivered?”Your WhatsApp account can only start a limited number of new conversations every 24 hours. This allowance grows as you send good-quality messages and is shared with automatic recovery sending, so a large audience can exceed it and some messages fail — shrink or split the audience. Duplicate numbers and people already in an open conversation are skipped (and not charged). Learn more in Broadcasts and WhatsApp Templates.
Are agent improvements safe with my data?
Section titled “Are agent improvements safe with my data?”Agent improvements only analyze the conversations you flag, require your consent before starting, and send just a limited slice of recent messages to an AI provider solely to generate suggestions — never to train third-party models. If you revoke consent, the process stops. And every suggestion is reviewed by you before anything changes.
How do I change the deal’s stage from the conversation?
Section titled “How do I change the deal’s stage from the conversation?”If your store is on CRM mode, open the conversation in the Inbox — the deal rail appears on the right, with a stage picker at the top. Click the stage you want and you’re done: the change also shows up on the Kanban board. There’s no need to open the board to move a deal forward.
Does marking a deal as Won close the conversation?
Section titled “Does marking a deal as Won close the conversation?”Yes. Marking Won or Lost in the deal rail moves the conversation to Resolved and hands it back to the inbox’s AI agent, without sending the customer any message. The deal owner stays the same.
If the customer writes again shortly after the close — a “thank you”, for example — the same conversation reopens, without creating a new deal. Reopening the deal also puts the conversation back in the queue.
How do I add an item without a catalog?
Section titled “How do I add an item without a catalog?”In the deal’s Products section — whether on the Kanban board or in the deal rail inside the conversation — type a one-off item: just the name and, optionally, a price (for example, “Consulting — $2,400”). There’s no need to add anything to the catalog first.
Can an attendant work on a deal without seeing the whole Kanban board?
Section titled “Can an attendant work on a deal without seeing the whole Kanban board?”Yes. When editing a user with the Attendant role, an administrator can tick the Deal in Inbox area to grant the deal rail inside the conversation, without giving access to the full Kanban board. See Users and account.
I still need help
Section titled “I still need help”If your question isn’t here, contact Infynia support: at the bottom of the menu, open Help and choose Talk to support.