Raya Not Responding, Outdated Answers, or Too Many Escalations

Fix issues where Raya does not reply to emails, gives outdated answers from a stale knowledge base, or escalates too many conversations to your human team.

6 min readUpdated 2026-02-01

Common Raya Issues at a Glance

The table below lists the most frequent Raya issues, their causes, and the fastest fix for each.

Symptom	Likely Cause	Quick Fix
Raya does not reply to emails	Email forwarding not configured or inbox auth expired	Re-authorize inbox in Dashboard > Raya > Email
Raya gives outdated or incorrect answers	Knowledge base content is stale	Update data sources and re-sync
Raya escalates almost every conversation	Escalation rules too broad or KB gaps	Narrow escalation rules and fill KB gaps
Raya replies in draft mode only	Auto-reply mode set to "Draft"	Switch to "Auto-send" in email channel settings

Raya Not Responding to Emails

When Raya stops replying to incoming emails, the root cause is usually an authorization or configuration issue. Follow these steps.

1
Check inbox connection status
Go to Dashboard > Raya > Email and confirm the inbox shows "Connected". If it shows "Disconnected" or "Expired", click "Re-authorize" to grant Raya access again. Gmail and Outlook tokens expire periodically.
2
Verify auto-reply mode
In the email channel settings, check if the reply mode is set to "Auto-send" or "Draft". In Draft mode, Raya writes responses but waits for your approval before sending. Switch to "Auto-send" for autonomous replies.
3
Review escalation rules
Overly broad escalation rules can route every email to your human team before Raya gets to respond. Go to Dashboard > Raya > Escalation and check if rules like "any billing question" are catching too many conversations.
4
Confirm credit balance
Raya pauses all channels when credits run out. Check Dashboard > Billing for your current balance. When credits are restored, Raya processes queued emails in order.

Raya Giving Outdated Answers

Raya answers based on the data sources you provide. If your policies, pricing, or product details change but the knowledge base does not, Raya will give outdated information. Here is how to fix it.

1
Update stale data sources
Go to Dashboard > Raya > Knowledge Base and review your uploaded documents. Replace outdated PDFs, docs, or FAQ files with current versions.
2
Enable auto-sync for web sources
If you linked website URLs as data sources, turn on auto-sync so Raya re-crawls them periodically. This keeps her answers aligned with your latest web content.
3
Test in sandbox chat
After updating data sources, use the sandbox chat in your dashboard to ask Raya the questions that were returning outdated answers. Confirm she now responds with current information before going live.

Too Many Escalations to Your Human Team

If Raya is routing most conversations to your human team instead of resolving them, the cause is either broad escalation rules or gaps in the knowledge base.

1
Review escalation rules
Go to Dashboard > Raya > Escalation. Start with narrow, focused rules (e.g., "billing dispute over $500" or "legal request") rather than broad ones (e.g., "any billing question"). Broad rules send too much volume to your team.
2
Identify knowledge base gaps
Check Dashboard > Raya > Analytics to see which topics trigger the most escalations. If Raya escalates because she lacks information on a topic, add that content to the knowledge base.
3
Use analytics to refine over time
Monitor escalation rates weekly. As you fill KB gaps and tighten rules, Raya resolves more conversations independently. Target a steady reduction in escalation volume each week.

Getting More Help

If these steps do not resolve the issue, contact our support team at hello@teammates.ai or visit teammates.ai/contact. Include the Raya employee ID, the channel where the problem occurs (email, chat, WhatsApp), and any error messages you see in the dashboard.

Frequently Asked Questions

What happens to emails when Raya is paused due to zero credits?▾

Raya sends a configurable auto-reply (up to 280 characters) and queues incoming emails. When credits are restored, she processes the queue in order (first in, first out).

How do I know which topics Raya escalates most?▾

Go to Dashboard > Raya > Analytics. The escalation breakdown shows topic categories, frequency, and the specific escalation rule that triggered each one.

Can I review conversations before Raya sends replies?▾

Yes. Set the reply mode to "Draft" in the email channel settings. Raya writes responses and holds them for your review. You approve, edit, or reject each draft before it goes out.

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