Docs/TroubleshootingTroubleshooting
Why is my Sendify AI not responding?
Work down these checks in order. Most silent AIs are explained by one of the first three.
On this page
The decision tree
1. Did the initial message send?
No: Check your workflow or API call, the lead's routing, and whether the line had capacity left.
Yes: Move on to the lead's side.
2. Did the lead reply?
No: Nothing is broken. The AI is waiting, and your follow up settings decide what happens next.
Yes: Check the AI's status.
3. Is the AI enabled on that conversation?
No: Enable it. Someone or something disabled it for this lead.
Yes: Check which AI is attached.
4. Is the correct AI assigned?
No: Fix the assignment, tag, or configuration that decides which AI picks up this lead.
Yes: Check your automations.
5. Did an automation disable the AI?
No: Time to escalate with the conversation in hand.
Yes: That is expected behavior. Adjust the automation if it is firing earlier than you want.
The four ways an AI goes quiet
Each branch of the tree above, shown as a problem you can act on.
The problem
The initial message never sent
The fix
- 1Check the workflow or API call that was supposed to push the lead.
- 2Confirm the lead's routing actually points at a line.
- 3Check that the line had capacity left when the lead came in.
The solution
The lead receives the first message, and the AI takes over from there.
The problem
The AI is disabled on that conversation
The fix
Enable the AI on the conversation. Someone or something switched it off for this lead.
The solution
The AI replies on the lead's next message.
The problem
The wrong AI answered, or none of your AIs did
The fix
- 1GoHighLevel accounts: fix the workflow or tag that fires Sendify.
- 2Sendify Direct accounts: fix the assignment in Lead Configuration.
The solution
The right AI picks up every new lead from here on.
The problem
An automation switched the AI off
The fix
Open your automations and check which one disabled the agent. Adjust the trigger if it fires earlier than you want.
The solution
The AI stays on for the full conversation unless you deliberately turn it off.
Wrong AI assigned
If the wrong agent answered rather than none at all, the problem is assignment, not the AI. GoHighLevel accounts usually control this from the workflow or tag that fires Sendify. Sendify Direct accounts usually control it through Lead Configuration.
A human reply does not silence the AI
Still stuck
Send us the contact, the time of the last message, and which of the checks above passed. That gets to an answer far quicker than a description of the symptom.
Still need a hand?
If your volume is going to run past the daily or hourly limits, or something is not behaving the way these docs describe, talk to our team.