--- url: https://docs.oakmega.com/en/troubleshooting/ai-not-replying.md description: >- When an organization is connected to an OakXgen AI but members' messages get no AI reply, check in order whether the conversation is in service, whether the AI switch is on, which organization the conversation went to and whether that organization has an AI connected, whether a chatbot took the message or the message type isn't supported, and finally the service hours and handoff status in OakXgen. --- When the AI agent doesn't reply, check the following in order; the most common causes come first. Start by opening this member's conversation in Service Center: most of the clues are at the top of the conversation and in its system messages. ## 1. Is the conversation in service? **The AI only receives conversations that are in service** (Open, In process, Resolved). When the status is **Non-service conversation**, nothing the member sends reaches the AI, and the **AI** switch at the top of the conversation is gray and can't be turned on. The screenshot below shows a conversation whose service has been closed: the status shows non-service, the AI switch is gray, and the last system messages are "changed status: Close" and "Auto change organization: Default Organization". ![Service Center conversation: the status at the top is non-service and the AI switch is gray and disabled; system messages include disabled AI, changed status: Close, and Auto change organization: Default Organization](https://docs.oakmega.com/en/troubleshooting/images/ai-not-replying-01-not-in-service.png) **Ordinary messages aren't transferred to Service Center automatically.** For the AI to pick up as soon as a member writes in, there must be a way into Service Center, such as a chatbot's **Service center transfer** or a form's "**Automatically transfer this member to customer service after form submission**". See [Your first week with Service Center](https://docs.oakmega.com/en/recipe/service-center-first-week.md). ## 2. Is the AI switch on for this conversation? Check the **AI** switch at the top of the conversation, or filter **AI Status** above the list by **AI disabled**. Common reasons the AI switch is off: | Situation | Why it's off | What to do | |---|---|---| | The organization's **Transfer to Agent → Enable AI Agent** is off (it's off by default) | AI isn't turned on when the conversation is transferred to Service Center | Turn it on on the organization's **Automation** tab; see [Let an AI agent handle an organization's conversations](https://docs.oakmega.com/en/guide/service-center/ai-agent.md) | | An agent moved the conversation to this organization, or manually changed the status to Open | Transfer to Agent → Enable AI Agent doesn't apply in either case | Turn AI on manually in the conversation | | An agent clicked **Disable AI** | The conversation shows "(agent name) disabled AI" | Turn the switch on to hand it back to the AI | | The AI handed off to a person | When OakXgen decides a person should take over, it turns AI off, and the conversation also shows "disabled AI" | Let a person take over; for when handoff happens, see the OakXgen manual: [How handoff to a person is triggered](https://docs.oakxgen.ai/zh-Hant-TW/guide/agents/handoff) (Chinese) | | The service was closed | Closing the service turns AI off; it turns on again based on the organization's setting the next time the member is transferred to Service Center | Have the member transfer to Service Center again, or turn AI on manually | ## 3. AI was just turned on: wait for the member's next message After you turn AI on manually in a conversation, **the AI doesn't go back and reply to messages already sent**; it starts with the member's next message. This is expected, and it's what the message-box notice "After re-enabling AI, you must wait for the member to send the next message before AI will continue auto-replying" means. ## 4. Which organization is the conversation in, and does it have an AI Agent? Check the organization at the top of the conversation, or the system message "**Auto-assign organization:** (organization name)". SCRM finds the AI based on the assigned organization: 1. The organization uses **Specified Agent**: the message goes to this organization's Webhook URL. 2. The organization uses **Default Agent**: the message goes to the **Default AI Agent** set in Service Center Setting. 3. Default Agent is selected but no default AI Agent is set in Service Center Setting: the message isn't sent to any AI, and the conversation shows "**AI is on, but no Agent is set up**". A common case is that the conversation stays in the **default organization** while the AI is only specified for one organization and no default AI Agent is set. To find out why a conversation didn't go to the organization you expected, see [Understand how conversations are assigned to organizations and agents](https://docs.oakmega.com/en/guide/service-center/assignment-rules.md). To check which AI Agent each organization uses, look at the **AI Agent** column and the **Default AI Agent** at the top of the **Organization** tab in **Service Center Setting**. For how to set them, see [Let an AI agent handle an organization's conversations](https://docs.oakmega.com/en/guide/service-center/ai-agent.md). ## 5. Did a chatbot take the message? If the member's message triggers a chatbot (keyword or event), **that message is answered by the chatbot and isn't sent to the AI**. Only when that chatbot has **Service center transfer** turned on is the message also passed to the AI. If members in service often type something that matches a keyword, the AI will keep staying silent. Check whether a **Trigger Keyword (Contains)** keyword is matching more than you intended. ## 6. The message type isn't sent to the AI Only **text, image, voice and file** messages are sent to the AI. Stickers, videos, locations and other types aren't, so if a member sends only a sticker, the AI won't reply. Also, **LINE group messages aren't sent to the AI**; the AI agent only works in one-on-one messages. ## 7. Settings in OakXgen If everything looks right in SCRM, the problem is usually with the AI itself: * **AI service hours**: an OakXgen AI agent can be set to reply only during set hours, or only outside them. Messages outside that range are skipped, not queued for a later reply. * **Pause after handoff**: after the AI hands off to a person, it stops replying in that conversation. * **AI reply failures**: SCRM doesn't retry when sending a message to the AI. If the AI can't be reached at that moment, that message gets no reply. For where to set these, see the OakXgen manual: [Set service hours and reply pacing](https://docs.oakxgen.ai/zh-Hant-TW/guide/agents/service-hours-pacing) (Chinese). ## Next steps * [Let an AI agent handle an organization's conversations](https://docs.oakmega.com/en/guide/service-center/ai-agent.md) * [Handle conversations in Service Center](https://docs.oakmega.com/en/guide/service-center/handle-conversations.md) * [A chatbot isn't replying](https://docs.oakmega.com/en/troubleshooting/chatbot-not-replying.md)