An Agent request did not run

Nothing the Agent or a connected assistant asks to send, charge or refund runs until a person approves it, unless the owner's capped Auto rule matches it. So a request that "did not run" is usually still waiting, ran out of time, or was refused. Open Approvals first. On the web it is in the sidebar. On the phone it is under More. The request will be there if it is still waiting.

Find the request

1. Open Approvals. Requests waiting for a person are at the top, each with the time left.
2. On the web, below them, Decided lists the ones that are finished, with an outcome of executed, rejected, expired, failed or withdrawn. The phone apps list only the requests that are waiting.
3. If it is not there, see "It never started", below.

The usual causes, most likely first

It is still waiting. The default is that a person decides. Nobody has yet. The people who may decide can be emailed when Email the people who can approve it when a connected app proposes something is on in Settings, Messaging. The request waits even if notifications are off. See Approve requests on your phone.

It expired. A request that nobody decides runs out 24 hours after it was made. The outcome shows expired. Approving it then is refused. Ask the assistant for it again. A question the built-in Agent asks you, with Yes, Adjust and No, lasts about an hour.

The approve button is greyed out. Your role may not decide that kind of request. Sending an invoice goes to owners, admins and staff. Money and account changes go to owners and admins, and a few to the owner only. The workspace can also say that only the person who connected the app may decide, or that someone else must. If so, pressing approve gives an error saying the approval rule does not let you decide this request. Ask an owner or admin.

It is waiting for something from you. Money requests are never approved from the list. On the web, select Review and approve, read the live record and type the amount if you are asked to. On a phone, open the request and approve it from there. Money and account changes also need a recent sign-in and your second step. Until you give them, the request stays waiting.

The record changed. If the invoice or client changed after the request was made, the approval is refused. Check the record and ask again. If another request already waits on the same record, decide that one first. A connection with too many waiting requests cannot add more.

It was rejected. A person pressed Reject, and the assistant is told the reason you gave. After three rejections within a day, a connected app drops back to Plan, whatever mode it was in, and the owner is told.

The connection is in Plan. In Plan, a request is a dry run: it shows totals and writes nothing, so nothing waits in Approvals. An owner or admin can see and change a connection's mode on Connections, under Connected apps.

Your plan or allowance. A request is refused when the plan you are on does not include what it asks for, or when the workspace has used its monthly allowance of assistant requests. Requests already waiting can still be approved. A send is also refused when the workspace has used its sends for the month. See What counts as a send.

It ran and failed. On the web, the Decided row shows failed and a sentence saying why. Read it before you ask again.

It never started

• The AI agent screen may say your plan does not include it, its trial ended, an owner or admin switched it off, the workspace is out of AI credits, or it is asking for your first-use agreement. When credits run out, the Agent pauses until the workspace has credits again. See AI credits.
• A kill switch stops the Agent starting, stops Auto running anything (requests then wait for a person), and refuses an API key's direct money and send operations. Requests from connected apps still queue for approval. The owner switches it back on with Resume in the Auto-approve rules card on Connections.
• The Agent answers one message at a time. Wait for it, or stop it.

Some requests never run on their own, even in Auto. Account changes and entering card or bank details always wait for a person. For a connected app, refunds and other money reversals always wait too. The built-in Agent can run some of them in Auto, but only when the owner's rule covers them and an allowed person has put it in Auto. See What always needs a person.

When to write to support

Write to support@billingmart.com if a request is not in Approvals, if it shows failed with a reason you cannot act on, or if an assistant says something ran that the workspace shows did not. Include your workspace name, the kind of request and the time. See Contact support.