Step 1: Check the channel connection
Open the AI Agent connection settings and confirm that the relevant channel is connected.
Step 2: Check permissions
For social channels such as Messenger and Instagram DM, make sure the connected account has the required permissions.
Step 3: Check whether the agent is live
Confirm that the agent is published and available on the selected channel.
Step 4: Test the agent directly
Send a test message through the connected channel. If it works in one channel but not another, the issue is likely channel-specific.
Step 5: Check Live Conversations
Open Live Conversations to see whether messages are arriving. If messages arrive but the AI does not respond, check whether the AI was paused or whether a manual takeover is active.
Step 6: Manual takeover
If needed, you can manually step into the conversation and take over. When you are done, switch the conversation back to AI.
Step 7: Reconnect the channel
If the channel still does not work, disconnect and reconnect it.
Best practices
Test every channel before sending users to it. Keep a backup web link available in case a social channel has permission or connection issues.
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