AI is not replying
Check provider, model use case, customer mode, 24-hour window, and logs when AI replies stop.
First checks
- Confirm AI Inbox Auto Reply use case has a provider and model selected.
- Test the API key from AI settings.
- Check whether the customer is in AI mode, Human mode, Flow mode, or Support mode.
- Check the 24-hour window if using WhatsApp.
- Check whether a recent code/settings change disabled the auto-reply trigger.
Customer-safe rule
If AI stops replying for real customers, move those conversations to Human mode until the automation is verified.