If your AI is not replying to customer messages on Facebook, work through these checks in order.
1. Check your connection status
Go to Business in your dashboard. Look at your connected Facebook Page. If the status shows Disconnected or Inactive, reconnect it. See Connect Your Facebook Page.
2. Check that you went live
The AI only replies to real customers after you click Finish and go live in the setup flow. If you skipped that step, go to your dashboard and complete the setup.
3. Check your subscription
The AI stops replying if your plan has run out of credits or your trial has ended. Go to Billing in the sidebar to check your plan status.
4. Check your knowledge base
If the AI replies but gives wrong or empty answers, your knowledge base may be missing information. Go to Knowledge and review your files. See Set Up Your Knowledge Base.
5. Wait a moment after changes
After you update your knowledge base or catalog, the AI takes up to 2 minutes to apply the changes. Test again after waiting.
Still not working?
Send us an email at [email protected] with your business name and a screenshot of the issue. We will respond within 24 hours.