Your dashboard tells you which of these it is. Look at the status bar across the top first.
1. You have used all your messages
The bar says Your account is paused. Customers see “This chat is paused, the business needs to upgrade to keep responding”, and you will have had an email titled “Your chatbot has paused, upgrade to keep responding”.
Upgrade and replies resume immediately. See I have hit my message limit.
2. Your payment failed
The bar says Payment failed, with an Update card button. Your card was declined and the account is heading for the free plan.
Update it in the Stripe portal. See My payment failed.
3. The AI switch is off
The bar says Not answering, with a Turn it on button.
Someone may have switched it off deliberately in Customize, on the AI Settings tab. Turn it back on. See Turn AI replies off.
4. AI replies are off for that one conversation
Everything works everywhere else, but one customer gets no reply.
Open that conversation. If the banner says “You’re handling this conversation”, someone took over and did not hand it back. Turn on Re-enable AI replies. See Take over and reply yourself.
5. You are on the free plan
The assistant never replies to real customers on free, by design. See Plans and what each one includes.
Nothing is lost
In all five cases, messages customers send are still delivered and waiting in Conversations. You can reply to them yourself right now while you sort out the cause.
None of these apply
Email hello@respondhelper.com. Tell us roughly when it stopped and whether it affects your website, WhatsApp, or both.