Why a bot didn't reply

A message arrived and your bot did not answer. Start with the connection and Inbox handler, then check the conversation's current state and the steps below.

Is automatic replying switched on for that inbox?

The source and its Inbox both have to be ready.

The number or account is deactivated. This is a hard off and beats everything else. A deactivated source never auto-sends, whatever the inbox or workspace says. Check it in Inboxes → Connections.

The Inbox has an explicit handler. Choose a compatible published bot, Qyra, or Human only for that Inbox. An unset Inbox stays with your team.

There is no channel or workspace fallback. A deactivated, disconnected, or unassigned source stays silent even if Qyra is enabled elsewhere.

Is it on your plan?

Check that your plan includes the bot features you use. If the path asks Qyra or uses an AI answer step, also check its AI allowance and available credits. An AI limit and an unavailable bot are different problems; inspect the step that stopped before changing the whole Inbox setup.

It was outside your hours

Check Settings → Business hours, including the timezone, special hours and closures. If the bot uses Business Hours Check, follow its After Hours route and check the message and next step connected there. See Answer differently outside business hours.

If the customer received an offline message, check the Inbox's answering setting and the availability of the selected handler. The offline message alone does not identify which setting stopped the bot. Qyra availability and order-opening rules are separate checks; do not change business hours just to bypass a stopped step.

The message wasn't text

Check what the current step expects. A question may need text, while Ask for Proof Upload can expect an image or document and Ask for Location expects a location. An upload sent to the wrong step may not advance the conversation. Do not assume that receiving a file means the bot read or accepted it. See Ask the customer for a detail.

Email is never answered automatically

Whatever your settings say, email is excluded. Replies go out on WhatsApp, SMS, web chat and social channels.

It replied once and then stopped

Two normal reasons:

It handed over to a person. Several bot steps end the conversation on purpose — a customer asking for a human, a step that can't be answered, a failure part-way through. Once handed over, the conversation is waiting for one of your team, and the bot stays quiet on purpose.

It's waiting for something specific. A bot part-way through taking an order, booking an appointment or collecting a payment is waiting for a particular answer. A message that isn't that answer may not move it forward.

A step was deleted after the flow was published

If a step is removed from a published bot while someone is mid-conversation, the flow can't continue and hands over to a person rather than dropping the customer.

When none of this explains it

Open the conversation in the Inbox. Check whether the bot started, is waiting for an answer, handed over, or could not complete a step. Review any explanation shown before trying again. If the cause is still unclear, ask support to investigate with the Inbox, conversation and approximate time; do not assume changing the first two settings will fix every failure.

Related

• Choose what starts an automation
• Hand a conversation over to a person
• About the Inbox
• Why a reply didn't send