Troubleshooting

My agent isn't replying

If your agent isn't replying, check the channel is still connected in Connect and then send a fresh message. A disconnected channel is the cause in most cases.

Last reviewed 29 September 2026

Check the channel is connected

Open Connect in your dashboard. If Telegram or WhatsApp shows as disconnected, reconnect it and send a new message — the agent only answers on a channel that is live.

Check the agent is switched on

A paused agent answers nobody. Confirm the agent is active rather than paused, and that you're messaging the right number or handle — the one shown in Connect, not a separate test account.

Check you're within your plan

Each plan includes a monthly conversation allowance. If you've reached it, you'll see this in Billing, and replying resumes when the allowance resets or you move up a plan.

If it's still silent

Email us with the channel, the time of the message and a screenshot of the conversation and we'll look at it the same working day.

Did this answer your question?

Your feedback tells us which articles to improve next.

My Telegram bot won't connectA Telegram bot usually fails to connect because the token was copied incompletely or the bot's username doesn'…My agent gives wrong answersWrong answers almost always trace back to missing or out-of-date knowledge, so correct the source document fir…My agent's replies are too long or too formalReplies that are too long or too formal come from the tone settings, so shorten the agent's answers there and …My agent is messaging the wrong peopleTurn approvals on for outbound messages so nothing leaves your account until a person has seen it, then check …

Still stuck? milly.patterson@agenttrac.ai — we reply within one working day.

Check the channel is connected

Check the agent is switched on

Check you're within your plan

If it's still silent

Did this answer your question?

Related articles