MAYA is not replying to my customers

First check that the channel is connected: Administration, Organization, then Conversation channels.

Then check that this channel's automatic reply is on: Administration, Sales and customers, then Sales agent, where each conversation channel has its switch per entity. Connecting a channel turns it on; someone may have turned it off. Prudent mode, for its part, does not stop replies in conversations.

Check your remaining AI replies: Administration then My plan. When the plan's allowance and the packs are used up, MAYA goes quiet, the customer's message is kept, and administrators are notified.

Check your subscription on the Subscription screen (see the article about your plan). In read-only or suspended state, automations and the agent are stopped: this is intended.

Finally, a person may have taken over the conversation: the agent stays quiet while they keep it, then takes it back after the delay set in Administration, Artificial intelligence, Human takeover. Conversations are shown under Sales agent then Conversations.

Some silences are intended (bots, cold callers): see the article that explains them. If none of these causes applies, ask the publisher for help from the Help and support screen: your request is sent with the context of your workspace.