AI Not Responding

AI Not Responding

Quick Checklist

If the AI is not replying to visitor messages, check these in order:

1. AI enabled? — Go to Messenger > Settings > AI and ensure the toggle is ON
2. Billing active? — Check Settings > Billing for any overdue payments
3. Conversation limit? — Free/Starter plans have monthly limits
4. Knowledge base populated? — The AI needs content to answer from

Common Causes

AI is Disabled

The AI may be turned off globally or for specific conversations:

• Global toggle — Check **Settings > AI > Enable AI**
• Per-conversation — An agent may have disabled AI in a specific conversation during handover
• Re-enable by clicking the AI toggle in the conversation header

Billing Limit Reached

When your plan's conversation limit is reached:

• The AI stops responding to new conversations
• Existing conversations continue but without AI
• Check your usage in Settings > Billing > Usage
• Upgrade your plan or wait for the next billing cycle

AI Provider Error

Liqaa connects to AI providers (OpenAI, Anthropic) for responses:

• Check the Settings > AI > Status page for provider health
• Temporary outages are usually resolved within minutes
• If persistent, try switching to a different AI model in settings

Knowledge Base Empty

The AI needs content to answer questions:

• Check Knowledge Base > Articles — are there published articles?
• Check Knowledge Base > Sources — has your website been crawled?
• If recently added, wait a few minutes for indexing to complete
• Test with the Playground to see what the AI knows

Testing in Playground

The Playground lets you test AI responses without using the widget:

1. Go to Messenger > Playground
2. Type a question a visitor might ask
3. If the AI responds here but not on the widget:

- The issue is widget-related, not AI-related

- Check widget configuration and domain verification

1. If the AI doesn't respond here either:

- Check AI provider status and billing

Error Messages

Contact Support

If none of the above resolves your issue:

1. Go to Settings > AI > Diagnostics
2. Click Run Diagnostic
3. Share the diagnostic report with our support team