Hello Botpress Support, Please investigate a conversation-specific handover issue in our PracticeFlow AI bot. My personal WhatsApp number, receives no AI replies, while my husband and other patients receive replies through the same business WhatsApp number. Affected conversation:

conv_01M2BBA3N17ZJSB3EDGETXD8CP

At 14:56 SAST on 24 September 2026, I sent “Hi.” Botpress created

message_created

event

evt_01M39QV0R973S3E8H7V879TTES

at 12:56:53 UTC. Inspect → Events shows processed and

failureReason: null

. Inspect → Logs records the incoming WhatsApp “Hi,” but shows no subsequent AI reply. The conversation remains associated with

system-escalation

in Studio Monitor. The earlier

deskTicketClosed

event

evt_01M39QMTVS0X2TT3B6AGR4163P

and

continueWorkflow

event

evt_01M39QMX8PNDKNYQ5EYX8XBDWB

were both marked processed. Botpress sent a message saying it would continue assisting, but AI responses did not resume. Could you inspect the internal handover and conversation state for this ID, determine whether the 14:56 event triggered AI execution or was suppressed by escalation state, and identify the cause? Please advise whether you can safely restore AI control for this conversation only, without affecting other patients, and let us know what you find before applying a change. Please preserve the bot, contact, and conversation history. Do not change global escalation rules, disconnect WhatsApp, or modify booking or Cal.com integrations. Thank you, Zama Thusi