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 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, for example, if product information is missing or the context is unclear. You can check the Activity Feed section to see the current status of each reply, like "Requires review".
4. Label-Based Filtering (Include/Exclude)
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.
5. AI Reply Agent vs. Automatically Suggest Replies
There are two separate AI reply features that might be causing confusion:
Automatically Suggest Replies: It uses OpenAI to analyze your existing macros or recent emails, providing suggested replies in Unibox.
AI Reply Agent: It uses Instantly credits to generate suggested replies in Unibox.