AI errors and AI agent reasons

These are the messages from the AI agent, Draft with AI, ticket summaries and Ask AI. The second group lists the reasons the activity log gives when the AI drafts instead of sending; those are safety rules, not faults.

Before you start

• Who this is for: everyone who uses the AI agent, Draft with AI or Ask AI.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example on the AI Agent page, in its activity log, or in Ask AI.
2. Find it in the list below; messages are grouped by task and quoted word for word.
3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

• A reason in the activity log is not an error: it says why the AI left the reply to a person.
• AI messages that say the service did not answer are temporary. Try again in a moment.

Troubleshooting

AI agent settings and runs

"Only admins can change the AI Agent"

Ask an owner or admin. See AI agent settings explained.

"Pick at least one channel"

An enabled agent needs at least one channel. See AI agent settings explained.

"Check the AI Agent settings"

A value is outside its range. Check house rules, sign-off and tag lengths. See AI agent settings explained.

"Only admins can run the AI Agent by hand"

Running the agent on a ticket by hand is for owners and admins. See Turn on the AI agent.

"Nothing to answer: the AI Agent is off, the channel is not on, or the customer is not waiting for a reply"

The run had nothing to do. Check the agent is on, the ticket’s channel is selected, and the last message is from the customer. See AI agent settings explained.

"That reply already went out or was cancelled"

The undo window ended, or someone cancelled it first. See Read the AI agent activity log.

"Add GROQ_API_KEY or ANTHROPIC_API_KEY on the server"

No AI provider is connected. See Connect an AI provider.

Reasons in the activity log

"Copilot mode: a person sends"

The agent is in Copilot mode, so it drafts and a person sends. Switch to Autopilot for topics you trust. See Copilot or Autopilot - which AI mode to use.

"The customer sounds upset: a person should answer"

The message sounded angry or urgent, so a person should answer. This is a safety rule and cannot be turned off. See Read the AI agent activity log.

"Could not tell the topic for sure"

The AI could not tell what the message was about. A person answers; the draft is attached as a note. See Read the AI agent activity log.

"Daily limit of 100 automatic replies reached"

Your own daily limit was reached. Raise it on the AI Agent page, or wait until tomorrow (UTC). See AI limits and monthly AI caps.

"This month’s AI answers on your plan are used up: drafting until the month resets or the plan changes"

The monthly cap is reached. Your team sends the drafts, or an owner changes the plan. See AI limits and monthly AI caps.

Draft with AI and summaries

"Draft with AI: connect an AI provider first"

No AI provider is connected. See Connect an AI provider.

"Invalid ticket"

The ticket could not be read. Refresh the page. See Draft replies with AI.

"The customer has not written anything yet"

There is no customer message to answer. Write the first message yourself. See Draft replies with AI.

"The AI did not return a reply. Try again."

The AI service answered without a draft. Press Draft with AI again. See Draft replies with AI.

"The AI service did not answer just now. Try again in a moment."

The AI provider did not respond. Wait a moment and press the button again. See Draft replies with AI.

"The AI service did not answer. Try again."

The AI provider did not respond. Try again in a moment. See Summarize a ticket with AI.

"No summary came back"

The AI returned nothing. Try again; very short tickets may not need a summary. See Summarize a ticket with AI.

Ask AI

"AI is not connected yet"

No AI provider is set up on the server. See Ask AI about your tickets, customers and team.

"Type a question"

The question box is empty. See Ask AI about your tickets, customers and team.

"Invalid chat"

The chat could not be found. Refresh the page. See Ask AI about your tickets, customers and team.

"That chat no longer exists"

The chat was deleted. Start a new one. See Ask AI about your tickets, customers and team.

"Viewers can ask, but not act"

Viewers can only use Ask mode. See Act on Ask AI suggestions.

"Viewers cannot make changes"

Viewers cannot confirm suggestions. See Act on Ask AI suggestions.

"That suggestion no longer exists"

The chat or suggestion was removed. Ask again. See Act on Ask AI suggestions.

"Those tickets no longer exist"

The tickets were deleted or merged since the suggestion. See Act on Ask AI suggestions.

"That agent is no longer active"

The person was deactivated. Ask again with another agent. See Act on Ask AI suggestions.

"Only owners and admins can create macros"

Ask an owner or admin to confirm the macro. See Act on Ask AI suggestions.

"A macro called “…” already exists"

Pick another name for the macro. See Act on Ask AI suggestions.

"There is no “…” tag yet. Ask an admin to create it."

Ask an admin to create the tag, or to confirm the suggestion. See Act on Ask AI suggestions.

"Already applied"

Each suggestion can be decided once. See Act on Ask AI suggestions.

"Already dismissed"

Each suggestion can be decided once. See Act on Ask AI suggestions.

"Invalid proposal"

The page sent something Hushdesk did not expect, usually because it is out of date. Refresh the page and try again. See Act on Ask AI suggestions.