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Connected, but your agent isn't replying

The usual reasons a connected channel gets no AI replies, in the order to check them.

Updated

A channel can show Connected and still get no AI replies. Check these in order:

  1. The AI is off. If your agent isn't set up yet, or there are no credits it can use (on Connect, until you buy some), the Inbox says AI is off, with a link to fix it.
  2. Your trial or plan has ended. A banner on every dashboard page says so. The AI stops, and your team can't reply from the Inbox until the owner chooses a plan (see When your trial or plan has ended).
  3. Test mode. A new workspace's AI answers only the chats you return to it. The switch at the top of the Inbox reads AI limited to selected chats until you switch it on for everyone (see Testing your agent and going live).
  4. A teammate has the chat. When someone takes over a chat, or replies from the WhatsApp Business app, the AI pauses in that chat until it's handed back with Return to AI.
  5. The connection expired or lost access. Instagram expires about every 60 days, and removing Syniria's access in Facebook, Instagram or the WhatsApp Business app stops the channel. Look for Reconnect needed on the Channels page.
  6. WhatsApp replies aren't delivered. Past 1,000 replies a month per number, Meta stops delivering them unless your WhatsApp account has a payment method: the Inbox marks them Not delivered (see Adding a payment method in Meta).
  7. Another app answers new chats. When Meta's own AI agent, or another app, answers new chats on a WhatsApp number, Syniria doesn't get them, and a warning on every dashboard page says so (see When Meta's AI agent or another app answers first).
  8. Meta blocked replies. Meta can block a WhatsApp number from replying for a few days, or disable its account. A warning on every dashboard page says until when (see When Meta limits or restricts your WhatsApp number).
  9. A long conversation. Your agent gives at most 100 AI replies in one chat; after that, reply yourself.

To test a channel, message your business from another account, not the business's own, and watch the chat appear in your Inbox.

If every one of your channels went quiet at once and nothing changed on your side, the cause is likely on Syniria's side: contact support rather than reconnecting.