Why is the AI not replying at all?
About half a dozen switches can quietly silence the AI on one conversation without anything looking broken. Check them in this order.
Your AI assistant has stopped answering, either on one conversation or everywhere. Most of the time this is a setting, not a fault, work through these checks in order.
Check these first
- Is a person already assigned to this conversation? The single most common reason. The moment anyone on your team is assigned, the AI stops answering that conversation completely, on purpose. Open the conversation and look at the assignee control in the header, if it shows a teammate's name instead of AI Assistant, that is your answer. See How do I give a conversation to someone else? to hand it back.
- Is the AI paused or turned off for just this conversation? Look for an "AI paused" or "AI off" label in the conversation header. See How do I take over from the AI in the middle of a chat? for how to check and how to hand it back with Resume.
- Is the AI turned off for this whole inbox? Check the inbox's Bot Configuration tab, under Settings, then Inbox. If AI handling is set to Off, nobody on this inbox is getting an automatic reply, ever, until you change it. See How do I turn the AI off for one inbox?
- Is the AI paused for your whole account? Settings, then AI Assistant, has its own broader Pause switch on the Overview tab, separate from the per-inbox and per-conversation controls above.
- Is it outside your business hours? Depending on your account, you can set the AI to hand conversations to a human rather than keep answering once you are closed. If that is turned on and it is currently outside your hours, an incoming message is queued for a person instead of answered automatically, this is working as intended, not a fault.
- Did a teammate just reply? Right after a human sends a message on a conversation, the AI goes quiet on that one conversation for a short window so it does not talk over your teammate. It wakes itself back up on its own, you do not need to do anything.
If something has actually broken on our side
This looks different from every case above: instead of silence, the customer gets a short message, "I'm having trouble responding right now. I'll have a team member message you back here shortly." and the conversation is automatically marked as needing a human. If you see that message, the AI did not ignore anyone, something briefly failed on our side and it handed off honestly rather than going quiet. You do not need to fix anything, just answer the conversation the way you would if a person had escalated it to you. If it keeps happening on multiple conversations, open Help in your sidebar and let us know, that pattern is something only we can diagnose.
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More in Something is not working
The other guides people read alongside this one.
- Why is the chat box not showing on my website?
Almost always one of two things: the snippet was never actually published live, or your account has a newer snippet waiting on a switch only we control.
- The AI answered something wrong, or made something up. What do I do?
The real fix is almost always what the AI knows or how strictly it is told to stick to your services, not a bug to report.
- Why are my texts not arriving?
Check the reason shown on the message itself first, most causes are plain-language and self-explanatory once you see them.
- Someone texted us and it never showed up. Where did it go?
This almost always comes down to which of your numbers they texted, and whether that number is actually connected to a working SMS inbox.
Did this not cover it?
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