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Your agent does not answer calls or messages

Your agent replies only when a workflow sends the call or message to it. Most problems are in the workflow. Do the checks below in order.

1. Find the workflow that handles the channel

  1. Open Channels.
  2. Select the channel type, then select the number, widget or inbox.
  3. Find Handled by.

If the list shows only the default workflow, your agent does not reply. A default message workflow has no Agent step. Add an Agent step to it, or create a workflow. See Message workflows and Call workflows.

2. Check the workflow

  1. Open Workflows.
  2. Find the workflow. Check that Status shows Enabled and that Published shows a version.
  3. Open the workflow and select the Agent step.
  4. Check that Agent names your agent.
  5. Check that Mode is Act.
  6. If you changed anything, select Publish.

In Draft mode, the agent saves its replies in the Inbox for a person to send. Use deployment mode can leave the agent off.

3. Check that the path reaches the Agent step

  1. In the workflow, open the Runs tab.
  2. Open a recent run. Read the path it took.

A Time Rule can send the call or message down the other branch. A call can be answered by Ring Members/Groups before it reaches the agent. A Message received trigger with Channel, Sent to or keyword filters can skip the message.

4. Check the agent

  1. Open Agents, then select Manage agent on the agent.
  2. In the Identity tab, under Where does the Agent work?, turn on the channel: Messages, Calls or Email.
  3. Under When can the Agent work?, turn on When a customer sends a message or When a customer calls.
  4. Check that the header shows a live version, for example "v3 is live". If it shows Not published, select Publish.

A draft change does not reach customers until you publish.

5. Check the agent's activity

  1. Open the agent's Activity page.
  2. Open the most recent run. Read the steps and any error.

If there is no run, the workflow did not reach the Agent step. Go back to step 3.

Other causes

The agent stopped in one conversation only. A handover rule matched earlier in that conversation. The agent then replies only while the customer waits for a person, and only when the Procedures tab sets While the customer waits for a person to Keep answering until a person replies. The agent stops when a person from your team replies or takes over. A person must answer the conversation in the Inbox. See Hand a conversation over to a person.

Another workflow replied first. When two message workflows match, only the first reply is sent. Check the Runs tab of each workflow.

A WhatsApp reply waits as a draft. The customer's last message is more than 24 hours old. WhatsApp allows only an approved template outside that window.

A Web Chat visitor gets "the team will follow up". No workflow on that widget has an Agent step.

A call goes to voicemail instead of the agent. The Agent step on a call must use Act mode, and the agent must have Calls on.

An automatic email gets no reply. Line does not run workflows for automated email, such as out-of-office replies.

An action waits. A tool set to Ask first waits in Agents > Work items until a person approves it.

Nothing works for the whole workspace. A suspended or closed workspace still receives messages, but the agent does not answer. Contact support.

Contact support

If the checks do not find the problem, email support@useline.io. Tell us the number, widget or inbox, and the time of the call or message.