Elev8 AI didn't reply to a guest
Work through this list in order. Most cases are the first three.
Is it switched on for this guest? In the Inbox, open the conversation and check the ElevAI toggle in the Reservation pane. It's off if you or a colleague took over, or if the AI stopped after negative sentiment.
Is there a schedule? On the property page, open Schedule Elev8 AI. No schedule, or a window that doesn't cover the time of the message or this kind of guest (Current, Future, Inquiry/Past), means no reply.
Does it know the answer? If the topic isn't in Property Informations, documents or SOPs, Elev8 AI can't answer it. Check Action Needed, add the missing information, then reply to the guest yourself.
Is Defer Behavior set to Do not respond? Then it stays silent on anything it can't solve. See Settings → Conversation.
Is it turned on for the property? Check Enable Elev8 AI at the top of the property page.
Is a Message Delay set? The reply may simply not be due yet.
Did the message reach Elev8 at all? If the guest's message isn't in the Inbox, the problem is the channel connection, not the AI. Check Channels, then contact support.
A journey message wasn't sent
Look for an ElevAI skipped card in the conversation and click Why was this skipped? Elev8 AI holds back a message when it would repeat something the guest just got, or no longer fits the conversation. If there's no skipped card, check the journey's trigger and wait steps (see Smart Flow).
The answer was wrong
Click Why this answer? under the message to see where it came from. Then correct the source: the property information, the SOP or the journey message. Run Test Elev8 AI to check the fix.
The AI replied in the wrong language
Check Language in Settings → Conversation, and whether this property is in a different config.
Still stuck? Contact support from Settings → Contact Support and include the guest name and reservation dates.