If your AI Reply Agent isn't generating or sending replies, there are several common causes to check.
1. Check Your Instantly Credits
Each AI reply costs 5 Instantly Credits, regardless of whether you send, edit, or use the suggested reply.
Verify your credit balance here (Remaining credits/Total credits allocation)
If you don't have sufficient credits, the AI reply agent won't generate replies
If you see this notification "Your AI Reply Agent has crossed its free trial limit", it means your workspace has used up the free trial limit for the AI Reply Agent. To continue using the AI Reply Agent, click “Continue with paid plan” to purchase credits.
If you just purchased credits, the AI reply agent only works for new incoming replies, not older ones.
Important: The AI Reply Agent won't retroactively generate suggestions for replies that arrived while you had no credits, which is why you may still see the upgrade banner in the Unibox for older replies.
2. Verify Campaign and Account Assignment
Check whether your AI Reply Agent is configured to work with the correct campaigns and accounts.
If you've assigned specific tags, the AI reply agent only works with campaigns and accounts with those tags.
Tags cannot be updated after the agent is created. If you need to change the assigned tag, create a new AI Reply Agent with the correct tag.
3. Human-In-The-Loop Mode
If you're using Human-In-The-Loop (HITL) mode, replies require your manual approval before they're sent.
The AI reply agent also pauses and requests your review when it isn't confident in a response(e.g., missing product info or unclear context). Look for statuses like "Requires review" in the Activity Feed.
4. Manual Replies Can Prevent Follow-ups
When Autopilot mode is enabled, manually replying to a thread may prevent the AI Reply Agent from scheduling follow-ups. This is to avoid sending duplicate or conflicting messages.
5. Include/Exclude Trigger Condition
Under Advanced Options, check if the labels are listed in the 'Don't Trigger For' tab.
The AI reply agent will respond to all replies except those from leads tagged with the selected labels.
6. AI Reply Agent vs. Automatically Suggest Replies
There are two separate AI reply features that might be confusing:
Automatically Suggest Replies: Uses OpenAI to analyze your existing macros or recent emails, providing suggested replies in Unibox.
AI Reply Agent: Uses Instantly Credits to generate suggested replies in Unibox.
7. AI Reply Agent vs. AI Sales Agent.
Make sure you are using AI Reply Agent to generate suggested replies, not AI Sales Agent.
AI Reply Agent: Handles and generates replies to incoming emails in Unibox
AI Sales Agent: Designed to discover and qualify leads based on your defined Ideal Customer Profile (ICP) and generate sequence emails automatically. It does not generate reply suggestions in Unibox.
