Why MAYA does not reply to some messages

A person has taken over the conversation: the agent stays quiet while they keep it (see the article about taking over a conversation).

The inbound guard judged that the other party never answers what it is told, as a bot does. Beyond a number of replies in the day, MAYA judges the meaning of the exchange and stops replying to a bot; a customer who makes sense again gets the agent back. The thresholds are set in Administration, Artificial intelligence, Réglages de l’autonomie (autonomy settings).

By email, MAYA only reads the inbox, never the junk folder, and does not reply to a cold caller: their conversation is closed with an internal note.

If none of these cases applies and the agent stays silent, see the article about the agent not replying.