AI is not responding to guest messages

Diagnose why the AI is not sending automated replies to incoming guest messages.

Updated June 10, 2026 3 min read

If guests are sending messages and not receiving any AI response, there are several possible causes. Work through this checklist to identify the issue quickly.

Step 1: Check whether the AI is enabled for the building

Open the building settings and confirm that AI messaging is toggled on. The toggle is in Settings > Building > AI Assistant. If it is off, the AI will not respond to any messages for that building. This is a common cause, the toggle may have been turned off inadvertently during a settings review.

Step 2: Check whether the conversation is in manual mode

When a team member sends a message in a conversation, the AI pauses for that thread to avoid talking over the human agent. If the AI was active and then a team member replied, the AI is in manual-pause mode. The conversation will show a banner indicating the AI is paused. To re-enable AI for that specific conversation, click Resume AI in the conversation toolbar.

Step 3: Check the contact's opt-out status

If the contact replied STOP at any point, they are opted out of messages. Rezi will not send any outbound messages, including AI responses, to opted-out contacts. Open the contact record and look for an opt-out badge. If the guest wants to resume receiving messages, they need to text START to your number. You cannot manually override an opt-out status.

Step 4: Check the building's number status

If the building's phone number has been suspended or is having issues, no messages can be sent. Open Settings > Building and check the number status. If you see an error or suspended status, contact Rezi support to investigate. A suspended number is typically due to a carrier compliance issue, which Rezi resolves on your behalf.

Step 5: Check the AI knowledge base

If the AI knowledge base is empty or has been accidentally cleared, the AI may fail to respond to certain message types. Go to the building's Knowledge Base and ensure there is at least a basic set of entries covering your property information. An AI with an empty knowledge base may respond to simple greetings but fail on specific questions.

Use the Test AI feature in Settings > Building > AI Assistant to send a test message and see how the AI responds. If the AI responds in the test but not in live conversations, the issue is likely contact-level (opt-out, manual mode) rather than a system-level problem.

The AI was responding yesterday but stopped today. What changed?

Check the Activity Log (Settings > Team > Activity log) for any settings changes made by team members in the past 24 hours. A setting change that disabled AI or modified the knowledge base is the most likely cause. If no settings changes are visible, check the Rezi status page (status.rezihost.com) for any service interruptions.

The AI responds to some guests but not others. Why?

This is almost always due to individual contact-level factors: one guest is opted out, one conversation is in manual mode, or one guest's phone number is in an unrecognized format. Open the non-responding contacts and check their status and opt-out flags.

Can I check if Rezi is having a system-wide outage?

Check the Rezi status page (status.rezihost.com) for any active incidents or maintenance windows that might be affecting messaging. If there is a platform-wide issue, it will be listed there with status updates.

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