When your AI stops responding, customers are left waiting. This guide helps you quickly diagnose and fix response issues so your AI gets back to work.
Quick Diagnostic Checklist
Start with these quick checks:
- ✅ Is your subscription active and paid?
- ✅ Is the AI enabled in settings?
- ✅ Are integrations showing "Connected" status?
- ✅ Is there a service outage? (Check status.infinityproai.com)
- ✅ Are you within your message limits?
Checking AI Status
Verify AI is Enabled
Go to Settings → AI Assistant → Status
Ensure the toggle shows AI Enabled
If disabled, toggle it ON and test again.
Check Service Status
Visit status.infinityproai.com or check the status indicator in your dashboard
Look for:
- 🟢 All systems operational
- 🟡 Degraded performance
- 🔴 Service outage
If there's an outage, subscribe to updates and wait for resolution.
Common Delay Causes
1. Integration Disconnected
Verify Integration Status
Go to Settings → Integrations
Check each channel (WhatsApp, SMS, Instagram, etc.)
If any show "Disconnected" or "Error":
- Click the integration
- Click Reconnect
- Re-authorize permissions
- Test with a message
2. Message Queue Backlog
Check Message Queue
Go to Messages → Queue Status
If you see a large backlog (100+ messages):
- AI is processing messages but delayed
- Wait 5-10 minutes for queue to clear
- Consider upgrading plan for faster processing
3. Rate Limiting
Some channels have rate limits:
- Instagram: Max 200 messages/hour
- WhatsApp: Based on your tier (1K-100K/day)
- SMS: Based on your credits
If you hit limits, messages queue until the limit resets.
Integration Health Check
Run Integration Diagnostics
For each problematic channel:
- Go to Settings → Integrations → [Channel]
- Click Run Diagnostics
- Review the report for errors
- Follow recommended fixes
Message Queue Status
View Pending Messages
Go to Messages → Pending
You'll see:
- Messages waiting for AI response
- Estimated processing time
- Any errors preventing delivery
If messages are stuck for more than 5 minutes, try manually triggering a response by clicking "Retry" on the message.
Resetting AI Connection
Restart AI Service
Sometimes a simple restart fixes the issue:
- Go to Settings → AI Assistant
- Toggle AI to OFF
- Wait 30 seconds
- Toggle back to ON
- Test with a message
While AI is off, no automated responses will be sent. Only disable briefly for troubleshooting.
Testing AI Responses
Send Test Messages
Use the built-in test chat:
- Go to Settings → AI Assistant → Test Chat
- Send a simple message: "Hello"
- AI should respond within 2-3 seconds
- If it works here but not on real channels, it's an integration issue
Escalation to Support
Contact Support with Details
If none of the above works, contact support with:
- Your account email
- Which channel is affected (WhatsApp, SMS, etc.)
- When the issue started
- Example message that didn't get a response
- Screenshots of error messages
- Results of diagnostic tests
Prevention Tips
- Monitor daily: Check AI status each morning
- Set up alerts: Get notified when AI stops responding
- Keep integrations fresh: Reconnect monthly to prevent auth expiry
- Stay within limits: Monitor message volume
- Update regularly: Keep AI training current
- Test weekly: Send test messages to verify functionality
Frequently Asked Questions
How long should AI take to respond?
Typically 1-3 seconds. Up to 10 seconds during high traffic. Anything longer indicates an issue.
Why does AI work on some channels but not others?
Each channel has its own integration. If WhatsApp works but Instagram doesn't, the Instagram integration needs attention.
Can I manually respond while troubleshooting?
Yes! Always respond manually to waiting customers. The AI won't interfere with manual responses.
Will customers know the AI is down?
They'll just see no response. Set up an auto-responder in your channel settings for backup.
Troubleshooting by Channel
WhatsApp not responding
Solution: Check WhatsApp Business API status. Verify phone number is still verified. Check message template approvals. Ensure you're within daily message limits.
Instagram DM delays
Solution: Instagram API can have 30-60 second delays normally. Check that Instagram is still connected to Facebook Page. Verify message requests are being accepted.
SMS not sending
Solution: Check SMS credit balance. Verify phone number is verified. Check for carrier blocking. See "Messages not sending" article for details.
Email responses delayed
Solution: Check email sync status. Verify IMAP connection. Check spam folder. Ensure daily sending limits not exceeded.