My Chatbot Isn't Responding to Messages
Fix a chatbot that receives messages but doesn't reply
If customers are sending messages but receiving no response, work through these checks in order.
1. Check workflow status
Go to Dashboard → Workflows and confirm the workflow is ACTIVE. If it shows INACTIVE or ERROR, start or restart it.
2. Check your API call limit
Go to Dashboard → Usage. If you've hit your monthly API call limit, the AI stops responding to new messages. Add credits from Dashboard → Billing → Add Credits to resume immediately, or wait until your limit resets at the start of the next billing cycle.
3. Check the Help Desk inbox connection
Go to Dashboard → Integrations → Your Integrations, find your Help Desk integration, and click Test Connection. If it fails, the workflow can't route messages correctly — update the connection details.
4. Verify the chat widget embed
If customers are using the chat widget on your website and not getting responses, check that the embed script is current. Go to Dashboard → Integrations → Chat Widget Script, copy the latest script, and re-paste it on your website if it has changed.
5. Check the system message
Open Dashboard → System Messages and verify the system message linked to this workflow hasn't been deleted or left blank. An empty system message can cause the AI to produce no output.
What's next
- How to Start, Stop, or Restart a Workflow — restart a stopped or errored workflow
- API Call Limits and Top-Ups — add credits to resume if you've hit your limit
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