1. Is the assistant on?
In the dashboard, open AI Assistants and check that the assistant’s Active switch is on. When it’s off, the number doesn’t reply to anyone.If the assistant replies in the Trainer’s test chat but not on WhatsApp, that
doesn’t mean it’s on: the test chat always replies, even when the assistant is
off.
2. Is the right assistant on the number?
Each assistant’s card shows the WhatsApp number it answers on. A common mistake is having two assistants: one switched on but with no number, and another on the number but switched off. In that case the number gets no replies — turn on the assistant that’s on the number, or assign the number to the right assistant.3. Is the number connected?
In Integrations → WhatsApp, the number should show as Connected. If it shows Problem, or if the number was just connected and never replied, check that the payment method was added in Meta. See WhatsApp connection problems.4. Was the AI paused in that conversation?
The AI pauses on its own in a conversation when someone replies to the customer from the WhatsApp Business app on the phone, and comes back after the time set in AI pause (1 hour by default). Someone on your team may also have paused the conversation from the dashboard. To hand the conversation back to the AI, open it in Live Chat and click Resume automation or Resubscribe the Assistant. See Control the AI’s replies.5. Are the WhatsApp Business app’s automatic messages on?
If you use the WhatsApp Business app together with iZap, turn off the app’s greeting message and away message. The app sends those messages on your behalf, and iZap may understand that a person took over the conversation — pausing the AI right at the start.6. Is it outside business hours?
Outside the hours set in Settings → Business hours, the assistant doesn’t chat. If you didn’t set any hours, it replies at any time.7. Was the plan limit reached?
On the Free plan, once the month’s handled-contact allowance runs out, the AI stops replying to new contacts — anyone already handled during the cycle keeps getting replies. The dashboard shows a notice when this happens. See Plans and billing.The assistant replies, but the old way
You edited the instructions in the Trainer but the replies didn’t change? Check that you clicked Publish. Save keeps the instruction only in the test chat; only Publish takes the change to WhatsApp. Check what’s live in the Published Instructions tab.The assistant replies in the wrong language
In the assistant’s settings, check the reply Language and whether Automatically detect customer language is on. See Reply language.Run an end-to-end test
- From another phone, send a message to the connected number.
- In the dashboard, check that the message shows up in the conversation.
- See whether the assistant replies.
Before you contact support
Send to [email protected]:- The connected number, with the country code.
- The test customer’s number and the approximate time of the message.
- What you expected to happen and what happened.
- Screenshots of the conversation, if possible.