Grace Not Responding or Slow Responses

Grace Not Responding or Slow Responses

If Grace is slow, inconsistent, or not replying as expected, start by narrowing the problem. Most issues fall into one of three buckets: the channel is not delivering messages correctly, Grace does not have enough context to respond well, or a routing or availability rule is preventing the expected behavior.

What to Check First

• Which channel is affected: website, email, text, or another connected intake path
• Whether the problem affects every conversation or only certain message types
• Whether Grace is failing to reply at all or replying with poor quality or long delays

Common Causes

• Channel connection issues or delayed message delivery
• Incomplete foundational documents or weak ministry context
• Guardrails that are causing Grace to defer too often
• After-hours or handoff expectations that are not configured clearly

What to Include in a Support Ticket

1. The affected channel
2. The approximate time the issue occurred
3. The exact message or prompt that was sent
4. What Grace did
5. What should have happened instead

Best Practice

Send one concrete example instead of a general complaint. A real example is the fastest way to separate a delivery issue from a tone, safety, or grounding issue.