Run through these checks in order; they resolve nearly every silent-bot report.
1. Is the bot online?
Look for it in your member list. If it shows offline, check the dashboard for a status notice, then give it a minute; if it stays offline, contact us in Discord.
2. Is it supposed to answer there?
Channel answers only happen in channels you configured under AI, then Configuration. Check the channel is listed and whether mention-only mode is on (in that mode it only answers when @mentioned).
3. Can OnyxBot actually post in that channel?
A channel can be listed correctly and still be one OnyxBot cannot post in. If it is missing Send Messages there, it reads every question and answers none, and it cannot warn you, because posting the warning needs the permission it is missing. Nothing looks wrong in the dashboard and Discord shows no error. This is the most common cause after you point your Support Channel at a different channel.
Right-click the channel, then Edit Channel, then Permissions, and check the OnyxBot role is allowed View Channel, Read Message History, Send Messages, Create Public Threads and Send Messages in Threads. See the permissions OnyxBot needs.
4. Was the message a question?
OnyxBot deliberately declines greetings and side chatter with a short notice instead of a full answer (never billed), and reactions get nothing at all. Ask a real question that your knowledge could plausibly answer.
5. Is there knowledge to answer from?
No connected sources means no grounded answers. Check the Knowledge page has indexed content relevant to the question.
6. Have you hit your spending cap?
At the cap, AI answers pause but everything else keeps working. The Billing page shows where you stand; raise the cap or wait for the monthly reset. See what happens at your spending cap.
7. Did a staff member just reply there?
In a public channel or thread OnyxBot is handling, any staff message makes it stand back for five minutes so it never talks over your team. @mention OnyxBot to bring it straight back; the mention overrides the pause immediately.
Inside a ticket the rule is stricter. Once a staff member sends any message, the AI stays quiet in that ticket for good.
8. Inside a ticket specifically?
The AI only answers in categories with AI answering turned on. That is by design: turn it off wherever a human should always lead.
Still stuck? Join our Discord and ask; that is what our own support desk is for.