Check these in order when customer AI does not reply.
- Message received? Verify the inbound message, channel and time in Inbox. If missing, check the channel connection first.
- Who owns the task? Human/admin ownership, an active flow or a response-claiming automation can keep AI silent.
- AI allowed? Check the response mode in AI Agent. Automations-only mode routes unclaimed work to the team.
- DND enabled? Do not disturb blocks outbound messages, including AI.
- Customer AI available? Check enablement, subscription, customer reply balance and plan response/token limits. Merchant Assistant replies do not consume this allowance.
- Earlier handoff? Use Assign to AI only when safe, or check the optional return timer. Manual assignments stay protected.
- Run skipped or failed? Inspect its reason: already answered, unsupported media, provider error, low confidence or handoff. The automatic reply limit can also require human work.
- Knowledge missing? Test the same question. Correct inactive, missing or conflicting sources rather than weakening instructions.
Slow or uncertain reply
- Separate inbound delivery, processing, provider submission and delivery time. Waiting for approval is separate; no fixed response time is guaranteed.
- Interrupted work can recover without replaying completed or suppressed sends.
- An uncertain provider outcome needs reconciliation before another send.
- Platform admins can inspect Platform settings → AI → AI response performance.
Contact support
Include workspace, conversation link, approximate time, channel, expected response mode, visible owner and error. Exclude credentials, customer secrets and payment details.
Still need help?
Tell us what you were trying to do, the channel involved, and what you expected to happen.