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: Markdown version

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?

TroubleshootingImprove an inaccurate or unsuitable AI answer

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

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.

Knowledge and AI behaviorWrite clear AI reply instructions

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

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