A missing AI reply is often intentional routing rather than a model failure. Diagnose ownership before changing prompts or reconnecting providers.
1. Confirm the message arrived
Open the conversation and verify the inbound message, channel, customer, and timestamp. If it is missing, troubleshoot the channel connection or webhook before AI.
2. Check the active owner
If a human or admin task is active, AI stays silent. If a guided flow consumed the response or an automation claimed it, that responder owns the turn. Review the case context, assignment, automation log, and flow run.
3. Check response mode
In AI Agent, confirm AI is permitted. In automations-only mode, unclaimed work goes to the team. In automation-first mode, only a response-claiming automation should block AI.
4. Check operational availability
AI pauses when it is disabled, the workspace subscription is inactive, the prepaid reply balance is empty, or a plan response or token limit is reached. Replify routes unclaimed work to the human queue and records an operational reason.
5. Check the conversation state
An earlier handoff pauses AI for the active case. Assign the conversation back to AI only after a teammate decides AI can safely resume. The maximum automatic reply limit can also require a human handoff.
6. Check the response run
Review whether the run was skipped, failed, or sent. Common reasons include another responder already replied, an empty or unsupported message, media analysis failure, provider failure, low confidence, or an explicit handoff decision.
7. Check knowledge and test safely
Use the knowledge test with the same question. Confirm approved sources are active, relevant snippets match, and policies do not conflict. Do not weaken safety rules just to force an answer; add or correct the missing business knowledge.
Information to send support
Include the workspace, conversation link, approximate message time, channel, expected response mode, visible owner, and the response-run or automation error. Do not send customer secrets, provider tokens, or payment data.
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