---
title: "Why is the AI not replying?"
description: "Check automation, conversation control, channel health, subscription, and points."
language: en
canonical: https://mrailabs.com/docs/en/troubleshooting/ai-not-replying/
published: 2026-07-13T18:51:40.226212
last_verified: 2026-07-13T18:51:40.226212
audience: "For customer operations teams"
---

# Why is the AI not replying?
First determine whether the customer message reached the dashboard and whether the conversation is currently AI-controlled.

## What to do

1. Confirm replies are enabled and the customer is not blocked or pending.
2. Check that AI is not paused and no manual takeover is active.
3. Verify channel connection, subscription validity, remaining points, and recent logs.

> **Good practice**
> After changing a setting, test with one new clear message instead of resending the old message repeatedly.

[Open Why is the AI not replying?](/client/clients/chats)