Press Test the AI on the Live chat settings page first. A red message means the problem is with your AI account: the key, its credit or the model. If the test works, the AI is probably staying quiet on purpose: a person already answered that chat, or the visitor sent a photo or asked for something only a person can do.
Where to find it
Admin › Online store › Marketing channels › Live chat (মার্কেটিং চ্যানেল › লাইভ চ্যাট). Box 2. Who answers and box 3. AI assistant are here, with Test the AI under them. The chats are in My workspace › Live messages.
The store owner sees it, and so does anyone given the Live chat settings feature.
What to check, most common first
- The AI account does not answer. Test the AI shows "The AI did not answer — AI said …" with the service's own reason. Check that the key was copied whole and that your account with that service has credit or a free tier. Paste a new key, press Save, and test again. When the AI fails in a real chat, the chat is marked needs you for the person you chose.
- A wrong model name. If you typed something in Model, the service may not know it. Empty the box to use the recommended model, then Save and test.
- The AI is not chosen, or has no key. Under 2. Who answers, The AI assistant must be chosen. If no key is saved, the chosen person answers instead; the save message says "The AI has no key yet…".
- A person already replied in that chat. As soon as someone from your team answers, the AI stays quiet in that chat and the chat is theirs. This is on purpose, so the customer does not get two answers.
- The visitor sent a photo, voice message or file. The AI does not open them. It tells the customer once that a person will look, and marks the chat needs you.
- The AI handed over. For an order already placed, a change or cancel, a complaint, or when asked for a person, the AI says a team member will reply and marks the chat needs you.
- Your package does not include it. After the free trial, on a package without "AI assistant in live chat", chats go to the chosen person instead.
Good to know
- The AI only knows your facts: your phone, WhatsApp, email and address, delivery charges, your rules in What the AI should know (your rules), and your latest 80 products. Add missing answers to your rules.
- Live chat itself must be on: tick Show the Live chat button on the website in box 1. On or off.
- Your AI service bills your own account for the answers.
When to ask the team
If Test the AI answers in green, the AI is chosen, and new chats with plain text still get no answer, ask in our Facebook group or press Give Feedback. Say which AI service you use. Never share your API key.