Troubleshooting

The assistant isn't replying

Find out why the assistant has gone quiet on a WhatsApp chat and how to bring it back.

When a person messages your number and the assistant says nothing, it is almost always one of the causes below. Work down the list. The help assistant can check most of them for you.

Check these first

The chat was taken over

Who can fix it: you.

Open the chat in Live chats.
If you see AI paused by a name, someone took over the chat.
Select Hand back to AI (see Take over a chat).

Someone replied by hand recently

Who can fix it: nobody needs to. The assistant stays quiet for 6 hours after anyone replies to that person by hand, so it does not talk over you. It carries on after that, or sooner if you select Hand back to AI.

AI replies are off for the number

Who can fix it: an admin.

Go to Assistants & channels and open the assistant.
Find the number and check its AI replies on switch. New numbers start with AI replies off.
Check the assistant is not Disabled.

See Set up an assistant.

The person opted out

Who can fix it: nobody. If someone asked to stop, the assistant must not contact them. Look under Contacts, in the Opted out list. See Opt-outs.

The assistant passed the chat to a person on purpose

Who can fix it: you. For some conversations, such as prayer needs or anything urgent, the assistant hands over to a pastor. Use the Needs human or Urgent filters in Live chats to find them and reply yourself. See What happens with urgent messages.

WhatsApp access has a problem

Who can fix it: an admin. Go to Settings, then Integrations, open WhatsApp and select Test connection. If it fails, see When to call the developer.

The service is busy

If you see "The assistant is not reachable right now. Please try again shortly.", wait a minute and try again. If it lasts, tell an admin.

Tip: If one chat is silent but others are fine, the cause is in that chat (taken over, or opted out). If every chat is silent, check the number's switch and WhatsApp access.

Still stuck?

Select Help at the bottom right to ask the help assistant. It can check your setup and send a support request to your admins.