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Check why an agent did not reply
Separate settings, message type and pauses for human support.
Before you start
- Use the panel as a platform administrator; the AI Agents list redirects other profiles.
- Have an existing agent.
Step by step
Check that the agent is active, has a valid provider and is linked to the correct channel.
Review direct-message or comment controls and configured hours.
For a direct conversation, check that it is open and its latest incoming message is text.
After human support, check the conversation’s AI state in Hub before requesting a restart.
Check your result
You identify conditions that can prevent a reply.
What you need to know
- The direct-conversation engine does not handle groups, broadcast lists or newsletters, or treat received media as a text message.
- A valid reply in Test does not confirm links, hours, channel permissions or the real conversation state.