# Your agent does not answer calls or messages > An agent replies only when a published, enabled workflow reaches an Agent step that names it in Act mode. Check the workflow first, then the agent. Source: https://useline.io/help/troubleshooting/agent-not-answering Section: Troubleshooting Last updated: 2026-11-06 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](https://useline.io/help/workflows/message-workflows) and [Call workflows](https://useline.io/help/workflows/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](https://useline.io/help/ai-agents/hand-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. ## Related articles - [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. - [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. - [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. - [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person.md): Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits.