> ## Documentation Index
> Fetch the complete documentation index at: https://help.desk.min-ai.ar/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> The most common questions about minai desk, and what to do when something isn't working.

> **Who pays for the AI?**
>
> You do, directly to the provider: agents use your Claude, OpenAI, Gemini or OpenRouter key. **Usage** shows how much each agent spent. See [Models and AI keys](https://help.desk.min-ai.ar/en/setup/models.md).

> **The agent doesn't answer and everything goes to the queue**
>
> Look at the reason above the conversation («Queued: …»). The most common:
>
> * **the … key is missing** or **… refused the key**: add or change it in **Models**.
> * **the … account has no balance**: add credit at the provider and tap **Test again** in **Models**.
> * **the key has no access to …**: enable the model at the provider or pick another one on the agent.
> * **the agent has no published version**: publish it.
> * **the agent handed it off**: the agent decided so; if it shouldn't have, adjust its **Instructions**.
>
> Once fixed, tap **Back to the agent** on the waiting conversations.

> **The channel has no agent**
>
> If the channel is set to **Nobody (all to the team)**, all its conversations go to the queue. Pick an **Answering agent** in **Channels**.

> **Can I keep using the WhatsApp number from the phone?**
>
> Yes: the channel is a linked device. Whatever you write from the phone also shows up in the console. We still recommend a number dedicated to support.

> **I can't reply to someone on Instagram**
>
> Instagram only allows writing within 24 h of that person's last direct message, and a comment is answered once, privately. When they write again, you'll be able to reply. See [Instagram](https://help.desk.min-ai.ar/en/setup/instagram.md#the-rules-on-instagram).

> **The agent makes things up or answers badly**
>
> Tap **See what the agent did** under the reply to see what it read and which tools it used. It's almost always fixed by adding the fact to **Knowledge** or being more concrete in **Instructions**. Save, publish and try again.

> **Does changing an agent cut conversations off?**
>
> No. While you edit the draft, the published version keeps answering. Once you publish, each conversation's next turn uses the new version.

> **The sign-in email doesn't arrive**
>
> Check spam. The link expires in 20 minutes and works once; if it expired, ask for another one at [desk.min-ai.ar](https://desk.min-ai.ar).

> **Do my agents see my system's key?**
>
> No. Each connector's URL and key stay on the app's side, encrypted; the agent only sees each action's name, description and the data it has to fill in.


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