Custom Workmate assistant is not responding

If your custom Workmate assistant is not responding to scheduling requests, it may be due to one of the following reasons.

In most cases, the issue is related to a lost connection or a change in your subscription settings.

1. Your Custom Assistant Email Connection Was Lost

If the connection to your custom assistant email address has been interrupted, Workmate will not be able to receive or respond to scheduling requests.

To fix this:

1. Go to the Assistant page

2. Open Customize Your Workmate

3. Reconnect your custom assistant email under the Custom Name option

4. Follow the setup prompts to restore the connection

Once reconnected, your assistant will resume responding to scheduling emails normally.

2. Your Plan No Longer Supports Custom Assistants

Custom Workmate assistants are only available on Premium and Business plans.

If your subscription has been downgraded or your trial has ended, Workmate will no longer be able to send emails using your custom assistant address.

In this case, you can either:

• Upgrade back to Premium or Business, or

• Continue using the default Workmate assistant email address

3. The Request Is Still Being Processed

In some cases, responses may take longer than usual.

For complex scheduling requests, Workmate may escalate the task to human Lead Assistants for review. When this happens, there may be a short delay before the assistant replies.

Most scheduling responses are sent within 2–15 minutes, but more complex requests can take slightly longer.