NEO isn't replying
If NEO isn't replying, check these four causes in order: channel connected, NEO paused in that conversation, AI limit reached, and business hours.
Updated
If a customer writes and NEO doesn't answer, it's almost always one of these four things. Check them in order.
1. Is the channel connected?
NEO only replies where it's connected. Try writing yourself from another number.
- Go to Settings and check your integrations or channels.
- If you see one disconnected, connect it again. For WhatsApp, see My WhatsApp disconnected.
2. Is NEO paused in that conversation?
If you or someone on the team replied by hand, NEO stays quiet in that conversation so it doesn't talk over you.
- Open Conversations and go into the conversation.
- Look for whether NEO shows as paused or off.
- Turn it back on. See Pause or turn off NEO.
It's also paused when the customer asked to talk to a person: see When NEO hands the conversation to you.
3. Did you reach the AI limit?
On Organize, NEO chat is paid from your balance. If your balance is at zero or the monthly AI cap was reached, NEO sends a fallback message and alerts the owner. Raise the limit or top up: see AI spending limit and fallback message and Your credit.
4. Is it outside business hours, or is information missing?
- Check your business hours in Settings › Business Profile.
- If NEO doesn't know the answer, it alerts you with "NEO didn't know". Teach it: see Teach NEO one answer ("Answer it here").
Run a test: send "hi" from your phone to the channel and see if NEO answers within a few seconds.
If nothing works
Write to us with the channel, the time and the name of the test contact, at support@neuroaistudio.com.