Who answers
Which reply goes out when a Botinho and an automation share a channel.
Where is this decided?
It is not a separate screen. A live automation and a Botinho that can reply without one are both set on the channel. See Automations and Botinho.
Who sends the reply?
A flow that is already waiting for this customer continues. Otherwise the first live automation that matches the message runs, and the Botinho does not also reply to that same message. A Botinho step inside the flow is still the flow. If no automation takes the message, the Botinho replies when Reply without an automation is on for that channel. If neither is set, nothing is sent.
What can go wrong?
Why did the Botinho stay quiet?
A live automation took the message. The Botinho answers on its own only when no automation handles it.
Why did the next message come from the Botinho?
The automation finished. A later message can be the Botinho on that channel, and that reply spends its own actions. See Actions.
Why did nobody answer?
A person may be assigned to the conversation, the automation may still be a draft, or Reply without an automation may be off. An automation set to run every time can still start while someone is assigned. The Botinho does not.