My assistant is not replying
First determine whether the incoming message appears in the Inbox.
The incoming message is missing
Check that the customer contacted the connected account shown in Channels. Verify the channel connection and send a new test message from a different account. If it still does not appear, note the platform and test time for support.
The message appears but there is no AI reply
- Check AI replies for all chats in the Inbox.
- Check whether this conversation was taken over or handed to a person.
- Check the channel's own AI and hours settings.
- Check that an appropriate active agent is assigned.
- Check Billing for access or credit restrictions.
- Read any visible message failure or channel warning.
A reply appears but the customer did not receive it
Check the message's delivery status and error. A saved reply is not proof of delivery. Channel restrictions, an expired messaging window or provider rejection can prevent delivery.
Avoid disconnecting, deleting or repeatedly resending as a first step. If unresolved, provide support with the channel, conversation link, approximate time and the visible error.
Need more help? Contact support.
Still need help? Contact support.