WhatsApp AI · Troubleshooting
WhatsApp appears in Inbox but AI does not answer
Check whether the conversation is paused, taken over, or returned to AI before changing channel settings.
Tenant access and the affected feature must be known.
The conversation handling mode matches the intended AI or human workflow.
Symptoms
Check whether the conversation is paused, taken over, or returned to AI before changing channel settings.
- AI is paused.
- A human takeover is active.
- The channel assistant is not assigned.
Verified checks
- Confirm the affected workspace and feature.
- Record the visible state before changing a setting.
Expected result
The conversation handling mode matches the intended AI or human workflow.
- The conversation handling mode matches the intended AI or human workflow.
Support evidence
Provider connection, credentials, ownership, and provisioning issues require SamChe or provider review. The public chatbot cannot inspect a tenant.
- Conversation ID
- handling mode
- channel
- last message time
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