Troubleshooting
The AI didn't reply to a lead — checklist
Six quick checks that explain almost every skipped reply.
A lead came in and the AI stayed quiet? Run through this list — it covers nearly every case, and most take seconds to check.
1. Open the lead’s timeline first
Click the lead on the Leads page. The conversation view is also an event log: it shows every message, every notification, and — crucially — why something didn’t happen. If a customer message was skipped because of your quiet hours, you’ll see “AI reply skipped — outside reply hours” right under it.
2. Is the business active?
On the Sources page, the business badge should show a green dot (“Status: Enabled”). If it’s gray, the AI is off for that business — click “Activate.”
3. Is the lead’s Auto-reply switch on?
Each lead has its own “Auto-reply” switch (on the lead card and at the top of the opened lead). If it was turned off — by you or a teammate — the AI skips that conversation.
4. Was the response limit reached?
By default, the AI sends one message per lead and then hands the conversation to you. If the customer wrote again and the AI stayed silent, this is the most common reason — it’s working as configured. To change it, raise “Limit Outgoing AI Responses Per Lead” in All Settings → Advanced → Messaging Rules, and enable “Notify me via SMS / Email when limit is reached” so you know when to step in. Details: How the AI responder works.
5. Did you reply manually just before?
After a manual response, the bot pauses for that lead — 1 hour by default (“Pause bot after manual response” in Messaging Rules). If you answered from the platform’s site or from LeadWinner, the AI deliberately stays out of your way for that period.
6. Does the source need reconnection?
Check the Sources page for a red “Account requires reconnection” alert. A disconnected source can’t send replies. Fix: Account requires reconnection.
Still unexplained?
If the timeline shows the customer’s message with no reply, no skip note, and everything above checks out, contact support with:
- your account email,
- the business name, and
- roughly when the lead arrived.
We’ll trace exactly what happened to that message.