Troubleshooting ReplyRabbit

Most ReplyRabbit problems come down to one of three things: a missing or wrong API key, using a provider your plan tier does not allow, or a stale FreeScout cache. Work through the matching section below, where each issue lists the symptom first and then the fix.

No draft is generated

Symptom: you open a conversation, but no AI draft appears and nothing seems to happen.

Fix: open the mailbox's ReplyRabbit settings (Mailbox > Settings > ReplyRabbit) and confirm a provider is selected and its API key is set. On the Free tier the only available provider is OpenAI, so if you picked a different one, switch back to OpenAI or upgrade. Then check that ReplyRabbit is enabled for the mailbox you are working in, since drafts only generate for enabled mailboxes.

Invalid API key or provider error

Symptom: you see an error mentioning an invalid key, authentication failure, or a provider that cannot be reached.

Fix: re-check the key for typos and stray spaces, confirm it is the key for the provider you actually selected (an OpenAI key will not work with Anthropic), and make sure the key still has credit and access on the provider's dashboard. A key with no remaining balance or revoked access produces the same error.

The ReplyRabbit menu is missing

Symptom: ReplyRabbit does not appear in the FreeScout menus or settings after installing it.

Fix: first make sure the module is activated under Manage > Modules. Then clear the cache from your FreeScout root:

php artisan freescout:clear-cache

If it is still missing, check the user's permissions: a user without access to the relevant mailbox or admin settings will not see the ReplyRabbit options.

Drafts stopped after a while

Symptom: drafts worked at first, then stopped generating later in the month.

Fix: the Free tier allows 10 drafts per month. Once you hit that limit, drafts pause until the next month. Upgrade to Pro or Team for unlimited drafts.

Prompt caching does not change the monthly token count

Symptom: repeated drafts seem eligible for provider prompt caching, but ReplyRabbit's token usage still shows the full input and output total.

Fix: this is expected. ReplyRabbit keeps monthly budgets conservative and counts total tokens, even when a provider bills cached input differently. Provider cache savings depend on the provider, model, repeated prompt prefixes, and provider reporting. Anthropic cache control is used only for eligible repeated draft work and falls back to normal generation when unsupported.

Linear tickets are not being created

Symptom: next actions are detected, but no Linear ticket is created.

Fix: in ReplyRabbit settings, check the Linear API key, the selected team, and whether tickets are sitting in a pending state waiting for confirmation. Also confirm your tier includes Linear: manual Linear ticket creation is a Pro feature, and automatic ticket creation is a Team feature.

Jira issues are not being created

Symptom: a conversation needs engineering work, but no Jira issue is created.

Fix: in ReplyRabbit settings, confirm Jira is selected as the mailbox issue tracker. Check the Jira Cloud site URL, account email, API token, default project, and default issue type. Also confirm your tier includes issue creation: manual Jira issue creation is a Pro feature, and automatic issue creation is a Team feature. For the full setup path, see Jira integration.

Workflow Tags are not being applied

Symptom: you expected tags such as rr_priority_critical, rr_no_reply_needed, or rr_linear_issue_created, but the conversation has no ReplyRabbit tags.

Fix: open the mailbox's ReplyRabbit settings and confirm Enable workflow sync and Apply FreeScout tags are on in the Workflow Tags section. If signal tags are missing, confirm AI Signals is on and the conversation has been analyzed. If Linear tags are missing, confirm the conversation has a ReplyRabbit-created Linear issue.

If FreeScout Workflows recipes are not firing, first confirm ReplyRabbit is adding the expected FreeScout tag. Then test whether your installed Workflows module reacts to programmatic tag changes. ReplyRabbit can apply the tags, but the Workflows module controls whether a recipe runs from that tag change.