Reasons and fixes
| What the timeline says | What to do |
|---|---|
| business is paused | Enable the business in Settings. |
| auto-reply is off for this lead | Turn it back on from the lead page. |
| AI reply limit reached | The AI has used its answers for this lead. Reply yourself, or raise the limit in Settings. |
| inside quiet hours | Expected. It will reply when the window ends, or narrow the window. |
| you replied recently | Deliberate — it steps back after you speak. Shorten that period in Settings if you want it back sooner. |
| generation failed | A temporary fault. It retries automatically; if it never succeeds you are notified. |
If the lead was filtered instead
A lead marked "Filtered out" was judged spam or below your score threshold. That is a different decision from staying silent, and it is also logged with a reason. Lower your minimum score if you disagree with it.
When the customer is left waiting
If the AI runs out of replies while a customer is still asking questions, we notify you rather than leaving them hanging. That notification includes what they actually said, so you can answer without opening anything.