FAQ
A direct, no-fluff list of things we get asked often. Organized by area so you can jump to the section you need.
Account
Can I change my email address? Not from the dashboard. The Email field on Settings → Profile is read-only. Click Request correction and a support ticket is raised.
How do I delete my account? There's no self-serve account delete. Email support and they'll close the account.
Is there 2FA? Not today.
Is there a timezone setting? No. All times in the dashboard render in your browser's local timezone.
My password change logged me out — is that a bug? By design. Submitting a new password ends the current session. Sign back in with the new password.
Assistants
Where do I edit the prompt? Build → Assistants → pick one → Instructions tab.
Can I run multiple knowledge bases on one assistant? Yes. Attach as many as you need under the Knowledge tab.
Does the assistant cite sources? Yes — turn on citations in the assistant's settings. Citations appear as inline references in the chat and as links beneath the message.
Voice
Can the assistant detect voicemail? Yes — Answering Machine Detection runs on every call. If the call lands on voicemail, Insighto either plays your configured voicemail audio and hangs up, or just hangs up cleanly.
Why is the audio choppy on Plivo / Telnyx? First, check the carrier's call logs in their console — most quality issues are at the carrier-network level. If everything looks fine carrier-side, open a support ticket with the call ID.
Can I record calls? Yes — recordings are saved automatically for voice widgets and play in the Conversations view.
Can I transfer to a human mid-call? Yes — configure a phone-transfer tool on the assistant. The assistant decides when to invoke it based on its instructions.
Billing
How do I top up my wallet? Settings → Billing → Top up. Minimum top-up is $5.
Is there auto-recharge? The auto-recharge UI is not currently exposed. If you need it, talk to support — it can be set on the backend in the meantime.
Where do I see invoices? Settings → Billing → Invoices.
Can I downgrade my plan mid-cycle? Yes — change takes effect at the next renewal date. Credit grants on the new plan kick in then.
Widgets
Can I change the chat bubble color after launch? Yes — Build → Widgets → pick the widget → Appearance. Changes are live within seconds; no site redeploy needed.
Does the WhatsApp widget use Twilio? No — Insighto uses Meta Cloud API directly for WhatsApp. There is no Twilio-WhatsApp path in this codebase.
Why can't I send a WhatsApp message to someone who hasn't messaged me? Meta's 24-hour window rule. Outside the window you must use an approved message template. Inside the window, free-form is fine.
Can a Telegram bot DM users first? No — bots can't initiate. A user must message the bot first. Outbound campaigns over Telegram are not possible.
Why isn't my Twilio SMS sending to US numbers? A2P 10DLC. Register your Brand + Campaign in Twilio's console. Without it, US carriers throttle or block your traffic.
Workflows
Do failed steps retry automatically? No. A failed step in a workflow does not retry. Build idempotent steps, and check the workflow run log for failures.
How precise is a "Wait 5 minutes" step? Workflow waits resolve at ±1 minute granularity. A "5 minute" wait may fire anywhere from 4 to 6 minutes after the previous step.
Can a workflow loop forever? Workflows have run guards in place. If you suspect a runaway, check the run list in the workflows section.
API
Why doesn't Authorization: Bearer work on the API?
Insighto's API authenticates via ?api_key=... query parameter, not Bearer header. Switch to the query-param form.
Where do I get an API key? Settings → API Keys → Create. Three required fields: Name, Key Role, Description. Copy the key immediately — it's shown once.
Does the key format have a prefix?
Yes — in- followed by 43 random characters.
Is there a rate limit? Yes, plan-tier dependent. Hitting the limit returns HTTP 429.
Webhooks
Are webhook bodies signed (HMAC)? No. There's no HMAC signature on webhook bodies. Recommended mitigations:
- IP-allowlist Insighto's egress IPs on your receiver.
- Use a long, hard-to-guess random path on the receiver URL so the URL itself acts as a shared secret.
Are webhooks retried on failure? No. If your endpoint returns 5xx or times out, the event is dropped — there's no retry. Best practice: have your receiver queue the body internally before any heavy processing.
Is conversation.updated real?
Defined in the taxonomy, but the emission is not currently fired. Don't build dependencies on it. See conversation.updated.
Is the form event named captured-form.created or captured_form.created?
Underscore: captured_form.created (and captured_form.updated). Older docs may have shown a dotted variant — it's not correct.
Agency
Can I CNAME my white-label domain to Insighto?
No — use A records to 57.151.120.174 (app/api) and 172.174.188.46 (chatbot). CNAMEs won't work because app and chatbot live on different IPs.
Can I change my agency's domain after saving it? No — the domain form locks after the first save. Triple-check before clicking Save. To change after, contact support.
Can I sign in as a subaccount? There's no Sign-in-as button today. You'll need the customer to invite you as a team member, or share their screen for support.
Who is the Owner of my agency? The user who originally created it. There's no transfer-ownership UI — support can reassign if needed.