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My sender isn't replying — checklist

If your assistant is not responding to incoming messages on your connected channels, use this checklist to identify and resolve the issue.

Check if onboarding is complete

Your assistant will not automatically reply to customers until you have fully finished onboarding and gone live. Make sure you have completed the initial channel setup and interview questions so your assistant is active.

Check connection health

Verify that your channel connection is active and healthy. Go to Admin → Connections in the dashboard to ensure the sender is not disconnected or blocked by the platform provider.

Verify the playbook is live

Make sure the sender is linked to an active playbook rather than an empty draft. You can manage your playbooks in the Playbooks tab and assign them to your active senders.

Check if the assistant is paused for the customer

Open the customer's conversation in the Inbox and check the Auto-reply switch — it may have been turned off by a team member, and the assistant also pauses itself when a conversation is escalated to a human (see escalations-and-notifications). Turn auto-reply back on to let the assistant resume. Note the assistant also stays quiet on a message a team member has already answered.

Check for maintenance windows

Rarely, Yapper pauses reply processing briefly for system maintenance. During these windows, customer messages are not lost; they are safely buffered and will be answered automatically as soon as the maintenance window ends. See maintenance-windows for more details.

Still stuck?

If your sender is still not replying after verifying these settings, please contact support for further assistance.