Troubleshooting

Most issues are fixable in a minute. Work through this list before opening a support ticket — start at the top and stop when you find your symptom.

Symptom: The bot isn't responding to customers

1. Check the channel. Is the website widget live? Is WhatsApp connected? Is email forwarding active? The most common cause is a disconnected channel. Go to Settings → Channels in your portal.
2. Check business hours. If you've set after-hours behavior, the bot may be operating in limited mode outside those hours. Go to Settings → Business Hours.
3. Ask the bot directly. Tell it: "You're not responding to customers." It can often diagnose and fix channel issues on its own.

→ Still stuck? See Contact Support.

Symptom: The answer is wrong or off

1. Was the request specific enough? "Handle the scheduling" is vague. "Confirm Tuesday's 2pm with Dr. Reyes and send a reminder the day before" is clear. Rephrase with who, what, and when.
2. Did it have context? If it missed a detail, it's because you didn't mention it. Add the missing context and ask again.
3. Is the context file accurate? Ask: "What do you know about my business?" If something's wrong, correct it — the fix is permanent.

→ See Getting the Best Results for more.

Symptom: A C-Suite seat isn't engaging

1. Check your tier. All eight seats require C-Suite ($2,499/mo). Associate and Executive plans include the COO only.
2. Was the request routed correctly? If you expected a CFO analysis but got a generic response, try explicitly requesting the perspective: "Give me the CFO's view on this."

Symptom: Responses are slow

1. Is the request complex? Multi-seat synthesis, financial modeling, and competitive research take longer by design. Wait for it — the depth is worth it.
2. Are you near plan limits? Your COO will notify you. Consider upgrading if this is consistent.

→ See Performance & Cost.

Symptom: An email draft or calendar invite went out without approval

1. Check your autonomy settings. On Executive and C-Suite, you may have raised autonomy for certain task types. Go to Settings → Autonomy to review.
2. Lower autonomy if needed. You can require approval on any action type at any time. Corrections take effect immediately.

Symptom: Documents aren't showing up

1. Check file format. PDF, Word, and plain text are supported. Images need to be readable text or uploaded as OCR'd documents.
2. Check storage. Go to Documents in your portal to verify the upload completed.

Still stuck?

If none of these resolve the issue, see Escalation or Contact Support. Include what happened, when it started, and which channel is affected.