Troubleshooting: assistant not replying and channel problems

The assistant does not replyCopy Anchor Link

Check these in order:

1. Is the assistant on for this conversation? In the Inbox, the Assistant switch must be on. When you turn it off to reply yourself, the AI stays silent for that conversation.
2. Is AI replying turned on for the channel? WhatsApp and Instagram channels have Answer Messages with AI / Answer DMs with AI (and Answer Story Replies for story replies). When off, messages are only received and logged.
3. Was the message blocked? Look for a "Blocked" card in the conversation, or open Settings > Message Guard > Activity. See Message Guard.
4. Is the sender blocked? Check Blocked Numbers or Blocked Users on the channel.
5. Did a flow or automation answer instead? Matching flows reply without AI. See Automations.
6. Is it a sticker or an emoji-only reaction? These are ignored silently by design.
7. Is the assistant saved? Open Assistant settings and save it.
8. Human support in progress? If a teammate took over, the AI is paused. Use Return to AI. See Human handoff.
9. Plan or quota: if your conversation quota reached zero, AI replies stop, but enabled fixed automations continue and incoming messages remain available in the Inbox. Check Billing and see Conversation quota.

The assistant gives wrong answersCopy Anchor Link

Add the missing fact as an FAQ, policy or document, add a forbidden action ("Do not guess prices"), then run an assistant test. See Teach your assistant about your business.

A channel will not connectCopy Anchor Link

• Instagram: use a business account you administer, then retry. See Connect Instagram.
• WhatsApp QR: restart the connection for a fresh code and keep the page open. See Connect WhatsApp.
• Cannot add a channel: you reached your plan limit.

The web chat widget does not showCopy Anchor Link

Check the script is installed once, the channel is active and your domain is listed in Website domains. See Website chat widget.

An automation does not fireCopy Anchor Link

Confirm it is enabled, the trigger text matches the customer's wording, it applies to the right post, and you are within your enabled automation limit.

Notifications do not arriveCopy Anchor Link

Check Notification Preferences and browser or phone permissions. See Notifications.

Still stuck?Copy Anchor Link

Contact the team: open Settings > Support in the sidebar and submit a ticket, or use email, phone or live chat. See Contact BaTimo support, and what to include so it can be solved quickly.

Learn moreCopy Anchor Link

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