If the AI is not replying in one or more conversations, work through this list in order: it covers every possible cause, from the most common to the rarest.
1. The normal delay
The AI deliberately waits at least 30 seconds before replying, and often one to three minutes. If the fan's message just arrived, it is not an outage: give it a moment.
2. The credit balance
An exhausted balance stops the AI across your whole account. Check Billing → Available credits (the balance also shows at the bottom of the left menu) and the Notifications page ("Out of funds"). Top up: the AI restarts on its own (see "Out of credits: what happens").
The balance: Billing (1), Available credits (2), and at the bottom of the left menu (3).
3. The platform account
On the Models page, check that the account in question is Connected. A Disconnected account no longer receives or sends anything: click Reconnect on its row (see "A platform account shows Disconnected").
Models page: expand the model's accounts, then click Reconnect.
4. The schedule
Check the model's Schedule (and its timezone): outside those slots, the AI stays silent on purpose and will catch up on messages when the slot starts again.
The model's page, Schedule tab (1): the timezone (2) and each day's slots (3).
5. The two switches
In order:
is the model's AI on (Models page)?
is the conversation's automation on (Conversations page)?
A conversation with the Awaiting status was stopped by an alert (Out of script, or a custom alert that stops the conversation): handle the situation, then turn its automation back on.
Conversations page: the Awaiting status (1), automation off (2) and the Model sender (3, see point 8).
6. Out of script
Without an active script, the AI doesn't chat: the model needs at least one, and 4 to 5 are recommended. If the Out of script alert fired for this conversation, the AI is waiting for you to add scripts: see "Out of script: what to do".
7. The new-conversations setting
If only new conversations go unanswered, check Settings → General → AI by default: when it is off, each new conversation must be handed to the AI by hand.
8. The last message
The AI only replies when the last message in the conversation comes from the fan. If the last message was sent by hand (sender Model on the Conversations page), it waits for the fan to write again.
Still stuck?
Contact support via the Messenger with the model, the platform, the fan in question and what you have already checked: we will take over quickly.