An AI employee isn’t replying to clients

Most often, the AI stays silent because of its settings rather than an error. Check these in order — the cause usually turns up within a couple of minutes.

1. The employee is on. There is no pause warning on the Home screen, and the employee card shows Working.
2. The employee is assigned to the channel. On the Where they work tab, the channel has a replying employee.
3. The conversation mode is AI replies. In Human and Pause modes, the AI stays silent.
4. Working hours. The message arrived during the hours the employee works according to its schedule.
5. Autonomy. If the employee isn’t allowed to reply on its own, the reply is waiting in the Awaiting approval view.
6. AI provider. The provider status is Connected and the key is valid.

For every incoming message, the activity log records whether the AI replied, prepared a draft or stayed silent — and why. AI errors from the last 24 hours are also shown on the Home screen under Needs attention.

Write to the pinned LineOnMe support conversation in Conversations.