Troubleshooting: AI Agent Not Responding
Step 1: Check It's Enabled
Go to the Guidelines page and confirm the AI agent is turned on.
Step 2: Figure Out the Scope
Is the agent silent on every conversation, or just a specific one?
If it's just one conversation
Check for an "AI Human Required" label. This appears once the agent has sent its fallback message and handed the conversation to a human. By default, the AI won't respond in that conversation again for a set number of hours.
If it's not responding to anyone
This usually points to a connection issue between Dondy and Meta:
- Go to Meta Business Suite → WhatsApp Accounts.
- Find the account connected to Dondy.
- Click Partners.
- Confirm Dondy is still listed as a partner.
If Dondy isn't showing as a partner, reach out to our support team & we'll help you reconnect and get your AI agent back up and running in no time.
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