Mr. AIMr. AI Help Center

Why is the AI not replying?

Check automation, conversation control, channel health, subscription, and points.

For customer operations teams
Last updated: Last verified:

Why might the AI Employee stop replying and what should I check first?

Check system, customer, conversation, channel, and points state in that order. If service and channel health are normal, verify whether the conversation is in manual mode or needs human intervention before changing knowledge or behavior.

First determine whether the customer message reached the dashboard and whether the conversation is currently AI-controlled.

What to do

  1. 1

    Confirm replies are enabled and the customer is not blocked or pending.

  2. 2

    Check that AI is not paused and no manual takeover is active.

  3. 3

    Verify channel connection, subscription validity, remaining points, and recent logs.

Open Why is the AI not replying?

Understand grounded business-knowledge replies

TroubleshootingImprove an inaccurate or unsuitable AI answer

Find whether the issue is a fact, behavior rule, or conversation journey.

Knowledge and AI behaviorWrite clear AI reply instructions

Control tone, response boundaries, data collection, and human handoff behavior.

Knowledge and AI behaviorDesign the conversation journey

Create a clear route from the customer request to the desired outcome.

Conversations and customersUse the Conversation Management Center

Track AI-handled conversations and quickly find conversations that need your team.

Was this article helpful?

Your feedback helps us review and improve these guides.

Your next step

Start hereTest your AI Employee inside Mr. AI

Use Test Assistant as a safe space inside your account to try replies, context, images, and audio before relying on a change with customers.

Conversations and customersUse chats and conversation controls

Review customer conversations and control AI participation.