An employee isn't answering

If an employee stops replying mid-conversation, you don't have to wait indefinitely.

Try this

1. Give it a moment — some replies take longer, especially with attachments or a long conversation.
2. If nothing happens, click the Stop button (or press Esc) next to the message box, then send your message again.
3. Check that the employee's bot is online. If it says Offline, see Why does my bot say Offline?
4. In the mobile app, if you see "Could not connect to [bot]", follow those steps instead.

A run that's stuck

A scheduled or automated run with no activity for a while, or one that's been going for a long time, stops on its own so it never runs forever. If a run stopped this way, start it again from the same employee.