My AI employee didn't reply

Open Automations, select the AI employees tab, open the employee, then check:

1. Is it active? The Active switch in its header must be on. While it is off, new work skips it. See Pause an AI employee.
2. Is it on for this contact? Open the contact. The AI pill under the contact’s name shows whether the employee is on or off there, and lets you turn it back on.
3. May it send on this channel? Under Reaches by, the channel’s switch must be on, and How [employee] texts (or emails) must not be Can’t text or Suggest only. Check its texting or emailing hours too. See Configure AI employee channels.
4. Is a reply waiting for you? With Suggest only, the reply waits as a suggestion on the contact’s page until someone sends it.

If it didn't work

• Rehearse the conversation with Test on the employee’s page. See Test and monitor an AI employee.
• Check the Dashboard for All outreach is paused. See Pause everything.