If a new enquiry didn't get the instant reply you expected, it's usually one of a few simple things - here's how to track it down.
First, check the channel is connected. A reply only fires if the channel the lead used (email, web chat, Facebook, Instagram) is linked. A disconnected or expired channel connection won't trigger automations - reconnect it in Settings.
Second, check the mode. If your genie is in draft-only mode, it prepares replies for you to approve rather than sending them automatically. Switch to auto mode if you want instant sending.
Third, check the trigger. Make sure the relevant workflow (speed-to-lead or missed-call text-back) is switched on, and that the lead actually matched its trigger - for example, an SMS auto-reply needs SMS (and A2P) working.
Still stuck? Send us the contact and roughly when the enquiry came in at [email protected] and we'll trace exactly what happened.