Sira does not reply or hands over
Check thread control, the channel, sources and the displayed reason.
Who controls the thread?
If a person took over, Sira intentionally stops in that conversation. Give back to Sira, when available, lets her answer the next customer message. Resolving, assigning a person or replying manually does not automatically return control to Sira.
Read the reason before retrying repeatedly
The banner may show a request for a person, unreliable information, an attachment or voice message to check, exhausted quota, inactive plan or delivery failure. Address the cause: add public information, check the file or plan, or take over yourself. An undelivered message was not received by the customer.
Check the channel and documents
In Integrations, check the correct line, page or address. Use Verify for the widget and check WhatsApp for Reconnect.
In Public FAQ, check that the document is Active. For a missing email, check Filtered.
If the issue persists, give support the channel, time and visible reason, without passwords, tokens or confidential documents.
Human contact and phone
A customer can explicitly ask to speak to a person. The handover appears in Conversations but does not itself initiate a phone call. Any shared number must be the one actually entered in business Settings. Ask the administrator to correct a missing or wrong number; Sira must not invent a number or callback time.