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Answers organized by topic. If something does not match what you see on screen, trust the panel and contact support, telling them which menu you are in.

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Account and access

On the login screen, use the password recovery link and follow the instructions sent to your registered email.
In Settings → Users, click Create. Enter name, email and password, and choose the Main team and the Access Group. User limits depend on the company’s plan.
Edit the user and turn off Active User in the Status tab. This blocks access to the system.
Through the access groups in Settings → Roles & Permissions, assigned to the user in the Permissions tab. See Teams and permissions.
Yes, in your profile, with an authenticator app such as Google Authenticator.
Use the company selector in the panel. Each company has its own address and separate data.

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Service and chat

WhatsApp through Meta’s official Cloud API and Instagram Direct, both in the same Chat. See Official WhatsApp and Instagram Direct.
It is a Meta rule: after 24 hours from the customer’s last message, only approved templates can be sent. See Message templates.
Queue gathers conversations waiting for service, AI those handled by artificial intelligence, Mine those you have taken and Finished those that have been closed. Which tabs appear depends on your permissions.
Open the conversation and click Take Conversation. To pass it to someone else, use the Transfer Conversation action. See Chat.
Yes. In Registrations → Customers, use the Open WhatsApp action on the customer’s row.

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Registrations and pipeline

A prospect is an opportunity in progress in the funnel. A customer is someone who closed a deal or was registered directly. See Prospects and tags.
Yes. In Settings → General Settings, Pipeline tab, you add, rename, reorder and remove stages. You must keep one stage of type Won, one Lost and one Initial stage.
By turning on Automatic Lead Creation in the WhatsApp integration, or by sending leads through a webhook. You can also register them manually or import a spreadsheet.
In Registrations → Customers or Registrations → Prospects, click Import spreadsheet, download the template, upload your file and map the columns. Each import accepts up to 10,000 rows.
Customers with invoices, bills, charges, subscriptions or orders cannot be deleted. Turn off Active Customer to keep them inactive.
It is an open prospect that has not moved to another stage for more days than the number set in Stale Deal Alert, in Settings → General Settings. Leave it blank to disable.

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Templates and bulk messaging

Adjust the text (no bold with double asterisks and not starting or ending with a variable) and use Send for Approval again.
In Message Templates, click Import from WhatsApp and choose the integration.
Notfy waits an interval between messages to reduce the risk of blocking. Adjust the Minimum interval and the Maximum interval in Settings → General Settings, in the Bulk Messaging tab.

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Social posts

No. Social Posts publish only on Instagram. See Social posts.
Scheduling depends on the company’s plan. If it is not enabled, Notfy shows the notice Feature not available.

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Plan and privacy

When the subscription is blocked or canceled, the panel only allows the Company settings, so you can regularize the plan, and the privacy area. Regularize it there or contact sales.
Only users of the company itself, according to their access group. One company’s data is never shown to another.
Use the Privacy & Data page. Anonymization or deletion requests go through review by the Data Protection Officer before they are carried out. See Privacy and LGPD.

Getting started

Initial setup path.

Registrations

Customers, prospects and templates.
Last modified on November 10, 2026