Agent not responding

You send a message and the agent never replies, replies with a generic error, or the typing indicator spins indefinitely.

Likely causes

The workspace has run out of credits, or the sender has hit their monthly usage cap.
The agent’s model or provider is misconfigured (missing API key, deactivated model, wrong provider credentials).
A guardrail blocked the request or the response.
The agent is published to a channel that lost its connection, so messages never reach it.
A transient streaming or network error interrupted the reply.

Check credits and caps
Open Settings → Usage & Billing. If the workspace balance is zero you will see an “out of credits” message instead of a reply. If your own monthly cap is reached, an admin must raise it. See Credit / quota issues.
Confirm the model is reachable
In the agent builder, open the AI Model tab and verify the selected provider and model are still active and that the API key the agent uses is valid. A deactivated model or revoked key stops responses.
Review guardrails
Open the Guardrails capability. An overly strict input or output rule can silently block a turn. Loosen or remove the rule and retry.
Test in the builder preview
Use the floating chat preview inside the builder to send a simple message. If it replies there but not in a published channel, the problem is the channel connection, not the agent.
Retry and reload
Streaming and network blips can drop a single turn. Reload the conversation and send the message again before assuming a deeper fault.

Usage & Billing — /settings/usage-billing for balance and caps.
API keys — /settings/api-keys to confirm the key is present and valid.
Diagnostics — /settings/diagnostics if the agent runs as part of a task or workflow that depends on background jobs.
Conversation history — reopen the chat to read any inline error returned with the failed turn.