Lead profile — conversation, management, and report

What it is

Every lead has its own profile with everything you need to manage them: their funnel state, tags, the assigned AI, the full conversation, and an AI-generated report with the lead quality and a summary of what has happened.

It’s the screen you land on when you click a lead from the table, the kanban, or any notification.

What you see when you open it

The profile is split into two panels:

• Left panel — lead information and management.
• Right panel — conversation with the lead.

Information panel

In the header you see:

• Lead name and basic details. If Instagram doesn’t provide the name, the lead is shown by their @username; if Instagram also won’t disclose their profile (common when the business writes first), you’ll see a Hidden profile mark: the AI replies to them as usual, but their followers, verification and whether they follow you are unknown.
• State in the funnel (Discovering, Qualifying, Proposal, Booked, Paid, etc.) with a selector to change it manually.
• Tags assigned.

Below, the management controls:

• Automated? — toggle to enable or disable the AI’s automatic response on this specific lead.

  • Automated: the AI replies on its own.
  • Manual: the AI is paused for this lead. You handle the conversation.

  Switching back to Automated doesn’t answer what piled up

  The AI only kicks in on a new message from the lead. If messages arrived unanswered while the lead was in manual (or the AI was switched off), reactivating it doesn’t reply to them: it waits for the next one. To answer those pending messages, use Generate with AI in the chat, review the text and send it yourself.

  Replying from the panel does not move the lead to manual. Only replying from the Instagram app does, and only if you have that trigger enabled in Business setup.

  If the lead goes back to Automated on its own

  This happens with Instagram leads your account follows when If your Instagram account already follows the lead is on: ZeroChats doesn’t save their messages, so every message from your team counts as the first of the conversation and can switch the lead back to Automated. If you want to handle them yourself in Manual, turn that setting off. Details in Don’t answer leads you follow.

• Assigned AI — dropdown to change which AI agent handles this lead. Useful when you have several AIs (for example, one for qualification and another for support).

• Notes — opens the internal notes for this lead.

Lead notes

Notes are internal annotations about a lead, visible to your team and never to the lead. They’re for what doesn’t fit in the state or the tags: what was said on the phone, the price you quoted, why the decision is being delayed.

From the Notes button on the lead page you can:

• Add note — write the text and save. The note is signed with your name and the date.
• Edit or Delete — your own notes only. You can read your teammates’ notes, but you can’t modify them.

Notes are listed newest first.

See the notes for the whole business

The leads panel has a Lead notes entry: the list of the most recent notes written by your team, with pagination and an Open lead link to jump to the matching lead page. It’s the quick way to catch up on what the team wrote without opening leads one by one.

Messages to send

In the leads panel, next to Lead notes, there’s a Messages to send entry: the queue of everything the AI has pending across the whole business, from the soonest send to the furthest away.

Each row tells you:

• Which lead will receive it, with their platform handle (@username on Instagram, the phone number on WhatsApp).
• Whether it’s an answer or a follow up.
• How long is left (45m, 1h 15m, 2d 3h), with the expected time underneath in your browser’s timezone.

It’s the quick way to see what’s going out over the next few hours and step in if something shouldn’t be sent: switch that lead to Manual and the message won’t go out.

Times are an estimate

The time you see is when the message can go out, not when it definitely will. Office hours and the occasional retry can push it back. Leads you’ve already switched to Manual don’t appear in the list, because their pending messages never get sent.

Conversation panel

On the right you have the full message history with the lead, with date separators and the content sent. Above the list there is an Update messages button to force a refresh and a Create reminder button, which notes a pending action on this lead for a date (resuming the conversation or a task you promised). How they work: Reminders.

Messages that come from a comment

When the conversation starts on a comment on a reel or a post, the chat says so: the lead’s comment carries a Comment on a post label with its text, and the message that answered it carries Reply to the comment. That way you know which publication the lead came from without leaving the record.

If that comment’s keyword carried a link button, the chat draws it as a button under the text, exactly as the lead received it.

AI reasoning

Messages sent by the AI show a small brain icon above the first message. Hovering over it reveals the AI reasoning: a short explanation of why the AI replied that way at that point of the conversation.

It’s useful for two things:

• Audit the decision: understand which signal from the lead drove that specific reply.
• Tell apart messages written by the AI from messages you wrote yourself: yours don’t carry the brain icon.

If a message doesn’t show the icon, it was written by you.

At the bottom of the panel is the text box, with three actions:

• Send — send a message you wrote.
• Generate with AI — ask the AI to draft the next reply. You can edit it before sending.
• Generate Follow-Up — ask the AI to draft a re-engagement message based on the follow-up you choose.

24-hour window

Both Instagram and WhatsApp only allow free outgoing messages within the 24 hours after the lead’s last message. After that window, the platform may block the send. To reactivate dormant leads, set up Follow-Ups within that timeframe.

After 7 days, you write from Instagram

On Instagram, a message written by a person can go out up to 7 days after the lead’s last message. Once those 7 days are up, ZeroChats can no longer write to them and the message box says so before you start typing: “More than 7 days have passed since the lead’s last message. Instagram doesn’t allow writing to them again until they write to you”. Generate with AI and Generate Follow-Up are disabled.

If ZeroChats knows the lead’s @username, you can still write the message in the box: the send button becomes Send on Instagram, which copies your text and opens the chat with that person on Instagram so you can paste it there. If their @username isn’t known, there is no way to reach that conversation from outside and the box stays locked.

The same happens with a manual follow-up when the lead crosses the 7 days while the queue is open: the send stops, the notice explains why, and it offers to open the chat on Instagram.

The window reopens on its own

As soon as the lead writes to you again, the box unlocks and everything works as usual.

When a message you sent doesn’t reach the lead

Your message shows up in the chat even if the platform ends up refusing it, so when that happens ZeroChats shows a notice explaining why it didn’t arrive. The usual reasons on Instagram are:

• The messaging window is closed — too much time has passed since the lead’s last message. It reopens as soon as the lead writes to you again.
• The Instagram connection has expired — reconnect the account from Business setup to keep sending messages.
• The lead cannot receive your messages — they never accepted the conversation, they blocked you, or they deleted their account. Waiting changes nothing.
• The lead archived or deleted the conversation — the message had nowhere to land.
• The comment no longer accepts a private reply — it was deleted, or it had already been answered: the platform only allows one private reply per comment.
• Instagram has temporarily restricted your account’s links — the message carried a link typed in the text and Instagram refused it. So as not to prolong the restriction, ZeroChats pauses text links from that account for one hour; messages without links keep going out, and your link-type contents and sales links are delivered as a button in the meantime. The matching notice, with the minutes left, is on the Dashboard.
• Access to messages is turned off on your Instagram — Allow access to messages is switched off in the Instagram app, so Meta refuses everything sent from ZeroChats in every conversation. Turn it back on from the mobile app; the step-by-step is in Common issues.
• Meta has temporarily restricted your account’s sends — its anti-spam system is refusing everything that leaves the connected account (texts, buttons, audios and images, from the AI or sent by hand). Since every attempt extends the restriction, ZeroChats pauses every send from that account for 15 minutes and probes with the next message. While it lasts, avoid keyword stories and mass sends.
• The sending limit has been reached — it clears on its own, and after that you can send the message again.
• The platform refused the file on this attempt — there is nothing wrong with the file and it usually goes out fine later. Tell support if it always happens with the same one.
• The platform doesn’t accept the file — it’s too large or in a format it won’t take. Replace it with a lighter one in your Content.
• The file was accepted but there’s no confirmation it arrived — there’s nothing wrong with the file either; check with the lead whether they got it before sending it again.
• The platform isn’t responding — not even after several attempts. The message may have arrived anyway: check the conversation before resending it.
• The content was never sent — the content item is missing its file, or it’s a type the platform doesn’t accept. Upload it again from Contents: while it stays that way it won’t reach any lead, and the AI stops offering it so it doesn’t keep retrying a send that always fails.
• The platform refused it without giving a known reason — try again later; if it keeps happening, check the state of the connection.

If you don’t see a notice, the message went out fine.

A refused content doesn’t count as sent

When the platform refuses a message that carried a content piece, that content is not counted as delivered, so the AI can offer it to the lead again later. The only exception is a file the platform won’t accept because of its size or format: since it would be refused again anyway, ZeroChats stops trying and what you need to do is replace the file in your Content.

The lead report

Under the management controls, the Get Report button generates an AI-powered analysis of the lead. Once generated, it’s saved and shown every time you open the profile.

What the report contains

Lead Quality

An overall rating —High, Medium, or Low— along with four signals scored from 1 to 5:

• Interest — how much the lead has shown they care about your offer.
• Urgency — how soon they need a solution.
• Intent — how close they are to buying or booking.
• Availability — whether they have the time and conditions to move forward.

It tells you at a glance which leads are worth investing time in.

Red Flags

A list of negative signals detected during the conversation: repeated objections, lack of budget, out of area, unrealistic expectations, etc. If there are none, the report says so.

Conversation summary

A paragraph written by the AI with the most important points discussed: what the lead is looking for, what objections they raised, what you proposed, and where the conversation stands. Designed to prep for a call without re-reading the whole chat.

Last booking trigger

If the lead ended up booking an appointment, here you see the phrase or event that triggered the booking. Useful to understand which argument works in your funnel.

Sales links sent

A list of the sales links the AI has already sent the lead throughout the conversation.

Content sent

A list of the content (PDFs, videos, audio, links) the AI has shared with the lead.

Follow-ups sent

Each follow-up triggered for this lead, with:

• Time it was sent and which follow-up it corresponds to.
• Whether a message was sent or it stayed empty.
• Whether the lead replied to the follow-up or not.

Gives you a quick read on which follow-ups work and which don’t.

Turns where the AI didn’t write

The times the AI decided not to send anything, both in replies and in follow-ups. It explains the gaps in the chat: the message wasn’t lost, the AI judged that it wasn’t the moment to write. Each line tells you whether it was a reply or a follow-up and, when it gets recorded, the reason.

Lead source

If we know how the lead arrived (Story, Post, Reel, Ad…), here you see the type and, when possible, a preview of the content they came from.

First contact and booking date

Two key dates:

• First contact — when the lead first wrote in.
• Booking date — when their appointment is scheduled, if they have one.

State history

A timeline with every funnel state change for the lead, ordered by date. Useful to see how the lead has evolved and, if a transition was automatic, what triggered it.

Best practices

• Before a closing call, open the profile and generate the report: it gives you the script without re-reading the conversation.
• If you’re going to take over the conversation, set the lead to Manual to prevent the AI from replying at the same time.
• Use Generate with AI when you want a quick reply but with your touch: the AI suggests, you edit, you send.
• Review the Red Flags before investing time in a lead: if quality is low and the flags are clear, prioritize other leads.
• Look at the State history to understand where the leads that don’t move forward get stuck.