When something is not working and you are not sure where to start, run this quick checklist. It catches the large majority of issues.
1. Is your channel connected?
Check Account Health on your dashboard. If a channel needs attention, reconnect it from Manage Workspace. A dropped connection stops everything on that account. If logging in dropped you on the connect screen instead of the dashboard, that is the answer already: read the banner at the top, which says why the connection ended.
2. Is your agent published?
An agent only works when its status is Active. If it shows Training, it is still a draft. Publish it.
3. Is your initiative live?
An agent acts only when a published initiative sends it conversations. Check that the initiative is Active, not Paused. If you did not pause it yourself, hover the badge's info icon and it names the cause.
4. Are you within the 24-hour window?
Instagram only lets you message someone for 24 hours after their last message. If a prospect went quiet for over a day, you cannot message them again until they reach out. This is normal.
5. Are filters hiding what you're looking for?
On pages like Contacts and Earnings, an active filter or date range can hide what you expect to see. Clear filters and check again.
Still stuck?
If you have run the checklist and something still is not right, reach out from the chat in your dashboard. Tell us what you expected to happen and what you saw instead, and we will take it from there.