The bot is not answering — what to check

Go through the list top to bottom. In most cases the reason is in one of the first three items.

1. The business is not live. Does the home screen show "Setup"? In that state nothing is sent. Going live →
2. The Meta connection. Channels → "Check against Meta". Red = an expired token (a temporary 24-hour token?), a number not registered to the Cloud API (a PIN is needed), or a webhook not subscribed to the messages field. Send yourself a test message from the same page. Connecting →
3. This specific conversation. Open it in the inbox: is the assistant muted (you turned the switch off / the customer wrote "agent")? Did the customer opt out or ask for erasure? Blocked? In all of these it is silent on purpose — and their messages reach you.
4. Budget and quotas. The business's daily AI cap is used up (the customer gets "a representative will get back to you" and you get an email), or the monthly message quota passed 110%. Plan & billing shows the meters.
5. Brakes. More than 40 messages an hour from one number — a temporary mute; 40 replies in one conversation — a handover.
6. It is not quiet hours. Quiet hours affect outbound automations only. A reply to a customer's message always goes out.
7. A delay is not silence. The assistant waits up to 6 seconds to merge a burst of messages, then "types" at a human pace (up to ~11 seconds).
8. Isolate. The simulator answers but WhatsApp does not? The problem is on Meta's side (item 2). The simulator is silent too? Knowledge or budget (items 3–4).

Still stuck? Write to support with the business name, the customer's number and the time of the message — the event log shows exactly why a message was blocked.