For AI agents: the complete documentation index is available at https://docs.clickmax.dev/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.dev/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.dev/en/features/messaging/ai-sdr-observability.md.
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      • Why didn't the AI SDR reply to a contact?

      Open Settings → Accounts center → My agents → Observability. The page records every time the agent was triggered (a contact message, a follow-up or a Flow opening), what it decided and why. At the bottom, in Decisions, filter by the outcome Stayed quiet and read the reason on that contact's row. Examples: Human attendant in the conversation, Outside business hours or 24h window closed.

      Before you start:

      Steps

      1. In My agents, click Observability. To see a single agent, open it and, on the Dashboard tab, click Observability.
      2. At the top, pick the Period (Today, 7, 30 or 90 days). The period counts whole days in your time zone, from midnight, and today runs until now, the Agent and the Assignment.
      3. If the Needs attention strip shows up, start there. Each warning (failures on a number, AI provider failures, closed 24h window, a failing tool, overdue or failed follow-ups, slow replies) takes you to the slice that explains it.
      4. Read the numbers at the top. Each one is compared with the previous period of the same length. In Triggers, Message delivered and Handed to the team, click the number to see those decisions at the bottom of the page:
        • Triggers: times the agent was called to decide.
        • Message delivered: share of triggers in which a message from the agent reached the contact.
        • Didn't speak: share in which it stayed quiet or had nothing to do.
        • Handed to the team: escalations, reply limits and failures that sent the conversation to the queue.
        • Failures: turns that broke, such as an AI provider error.
        • Contacts served: distinct contacts with a trigger in the period.
        • Tokens: AI provider consumption.
        • Contact waited (p95): 95% of replies reached the contact within this time, counted from their message. The (i) icon shows the median and the AI turn time.
      5. In Why it decided that, click a reason. The Decisions list at the bottom then shows only that reason.
      6. In Where it works, see each assignment on each number, with volume, replies, escalations, how often it didn't speak, contacts, tokens, how long the contact waited and the last trigger. Click the number to filter the whole page by it. The Failures column turns red above 5% of triggers. Below the assignment name you see the mode it replied in during the period; if it changed midway, the switch shows in the order it happened, for example Suggestion → Automatic.
      7. In Decisions, each row shows when it happened, the contact, where, the decision with its reason, the work (AI rounds and tools used), tokens and time, plus how long the contact waited when the agent replied. Click the contact's name to see only their decisions, in order: the whole story of that lead. The arrow at the end of the row opens the conversation in Live Chat.
      8. To take the decisions to a spreadsheet, click Export CSV. The file has the same decisions as the chosen filters. Above 5,000 decisions the export doesn't run: filter by period, agent or reason until you're below that. The button shows for people who can also export contacts.

      In Live Chat, the AI decisions about this contact button at the top of the conversation opens this page with that contact's history for the last 30 days. It shows when the conversation's number has an AI assignment.

      The page link keeps every filter. Copy it and send it to whoever needs to see the same slice.

      What each outcome means

      OutcomeWhat happened
      RepliedThe agent's message reached the contact and the conversation stays with it.
      Suggested to attendantThe assignment is in suggestion mode: the text was left for an attendant to send.
      Drafted, not sentThe agent wrote it, but the message did not go out. The reasons are a closed 24h window, a paused assignment, someone taking over during the reply or the channel refusing it.
      Closed the conversationThe agent wrapped up the conversation.
      Handed to the teamThe conversation went to the queue: the AI asked for a human, hit the reply limit or the AI provider failed.
      Ended the Flow sessionThe AI SDR block session ended on an exit (qualified, meeting scheduled, exit word, limit…).
      Stayed quietThe agent did not even try: a human attendant is in the conversation, the AI is paused, the conversation was closed or the contact opted out.
      Nothing to doOutside business hours, nothing new to answer or an unsupported channel.
      Merged into another turnThe contact sent several messages in a row and the agent answered them all at once.
      FailedThe turn broke.

      When a human attendant is in the conversation, the reason Human attendant in the conversation shows up once every 6 hours per conversation, not on every contact message.

      The other blocks on the page

      • From trigger to reply: how many triggers asked the AI and had a message delivered, and in how many the agent used a tool.
      • When the agent is triggered: weekday × hour, in your time zone. Hover to see how many triggers and replies there were.
      • Day by day: triggers per day, in the outcome colors. A day without triggers shows up empty.
      • Tools: what the agent executed in the CRM (schedule, create opportunity, fill a field…), with success rate, refusals, failures, time and the most common error.
      • Flow sessions: which exit the AI SDR block sessions ended through and how many are running.
      • Follow-ups: how many are scheduled, overdue, sending, sent, cancelled and failed, and why they stopped. A follow-up only counts as Sent when the message reached the contact. If the agent didn't speak (outside business hours, closed 24h window, already replying), it shows as cancelled or failed, with the reason.

      If it didn't work

      • The page says "No decisions in this period". No agent was triggered in the chosen period. Widen the Period or check that the assignment is on a number in My agents.
      • The contact is not in Decisions. Their number has no AI assignment, or the message arrived before the chosen period. Check the number in How do I put the AI agent to answer on WhatsApp, Instagram, Telegram or Webchat?.
      • Many rows with 24h window closed. The contact has not written on official WhatsApp for more than 24 hours. Pick a follow-up template on the agent's Handling tab.