Use the checks below when an AI Agent does not reply, follow-ups are not sent, or a campaign does not show the status you expected.
The AI Agent is not replying
Check all four settings:
Is an AI Agent selected for the campaign?
Open the campaign settings and confirm that a Creator AI Agent is assigned.Is the AI Agent active?
Open the AI Agent and confirm that it is set to Active.Is Agent enabled for the creator's current status?
Go to Settings > Creator Pipelines, open the campaign's pipeline, and check the creator's current status. The Agent toggle must be on for the AI Agent to act at that stage.
Does the pipeline have any Agent-enabled statuses?
If Agent is off for every status, the campaign can still have an AI Agent assigned, but that AI Agent will never send a reply.
When Agent is off for a status, Creally still analyzes new messages and updates the creator's memory and conversation summary. It does not apply the AI Agent's instructions, choose an action, or send a response.
No AI Agents are available when creating a campaign
Creally only shows AI Agents connected to the selected pipeline.
If the list is empty:
create a new AI Agent for that pipeline or
connect an existing AI Agent to the pipeline, if it is not being used by campaigns with another pipeline.
If an AI Agent is already assigned to a campaign with a different pipeline, remove it from that campaign before changing its pipeline.
The campaign does not show the status I need
The campaign was most likely created with a different pipeline. Each campaign only shows statuses from its selected pipeline.
A campaign's pipeline cannot be changed after creation. Create a new campaign with the correct pipeline if necessary.
Automated follow-ups are not being sent
Check the following:
Is a follow-up sequence assigned to the campaign?
Is Follow-ups enabled for the creator's current status?
Open the campaign's pipeline and check the Follow-ups toggle on that status.Are follow-ups enabled for this creator in this campaign?
Open the creator's campaign card and check the individual follow-up toggle.
Has the creator unsubscribed?
Unsubscribed creators cannot receive follow-up emails.
Follow-up controls work at two levels: the status setting controls eligibility for everyone at that stage, while the creator-level setting creates an exception for one creator in one campaign.
The AI Agent started behaving differently in an existing campaign
Pipeline edits apply immediately to every campaign using that pipeline, including active campaigns.
Check whether someone recently changed:
the pipeline description;
a status name or description;
status order;
the Agent toggle;
the Follow-ups toggle.
If a status was renamed, also check the AI Agent's custom instructions. Creally's status automation continues to work, but instructions that mention the old status name must be updated manually.
Inbox status counts do not add up to the total
This can be expected.
A creator can belong to several campaigns, but their conversation appears under the status of the campaign associated with the latest message.
Conversations that are not connected to a campaign are included in the Inbox total but are not counted under any pipeline status.
As a result, the sum of pipeline status counts can be lower than the total Inbox count.
I cannot delete a status or change its category
Every pipeline must contain at least one status in each of the five required categories. You cannot delete the last status in a category, and an existing status cannot be moved to a different category.
To remove another status, select a replacement status when prompted. Creators currently at the deleted status will move to the replacement.
An archived pipeline is still affecting an existing campaign
Archiving prevents a pipeline from being selected for new campaigns, but it does not disable or remove it from campaigns that already use it. This protects active campaigns from breaking.
If you need to stop its automation in an existing campaign, update the relevant campaign, AI Agent, status, or follow-up settings. You can also restore the pipeline from View Archived if you need to edit or reuse it.