Troubleshooting
The AI isn't replying to leads
Check the AI assistant switch, its mode, its channels and whether the lead is in a state where nothing is sent
1 min readUpdated 29 September 2026
Start with Settings → System check and look at AI assistant.
Common reasons
| What System check says | What it means | Fix |
|---|---|---|
| AI assistant switch: Off by choice | The assistant is switched off, so replies follow your fixed follow-up steps only | Settings → Workspace → AI assistant: switch it on |
| Mode: Off by choice | The assistant is on but its mode is Off | Choose Suggest replies or Reply automatically |
| Mode: Suggest replies | It drafts replies but nothing is sent until someone approves them | Approve drafts in the Inbox, or choose Reply automatically |
| Channels: Needs attention | No channel is ticked, or a ticked channel can't send (Email needs a connected mailbox; WhatsApp needs a plan that includes it) | Tick a channel, or connect your mailbox in Settings → Connections |
| AI on your plan: Off by choice | The AI assistant isn't included on your plan | Settings → Billing & Usage |
When it's one lead
Open the lead and read Why hasn't anything happened?. The assistant stays quiet when:
- the lead opted out;
- a person has taken over the conversation (hand it back to resume);
- sending is paused by billing;
- there's no channel the lead may lawfully be contacted on.
Related
Still stuck?
Customers can raise a ticket from the help button inside the app. Not a customer yet? Talk to us.