Troubleshooting the agent
Fix wrong or outdated answers, skills that don't run as expected, file uploads that fail, and chats that stop responding.
Use this page when an answer is wrong, a skill is missed, a file will not upload or a chat stops responding. Start with your symptom below. If the cause is still unclear, give the agent the chat link, what you asked it to do and what happened.
Who can use it
Section titled “Who can use it”The agent is on every plan, for every role. See What the agent can do.
Troubleshooting
Section titled “Troubleshooting”The answer is wrong or out of date
Section titled “The answer is wrong or out of date”Work through these causes in order:
- The record is out of date. The agent answers from what’s in your CRM. Update the record, or ask the agent to update it, then ask again.
- The email or meeting hasn’t been processed yet. A meeting that just ended or an email that just arrived can take a few minutes to process. Wait a few minutes and ask again.
- The activity never synced. Check that the mailbox or calendar is connected in Settings → Mail and Calendar, and that the people involved aren’t on your Do not track list. See Mail and Calendar troubleshooting.
- The agent can’t see it. The agent sees what you can see. If a teammate’s email or meeting is private to its participants, the agent can’t use it in your chats either.
- The chat is focused on a different record. A chat opened from an account or opportunity uses that record as context. Name the record you mean, or start a new chat for a question about the whole workspace.
- The question is ambiguous. The agent makes its best guess. Instead of “What’s the status of the deal?”, ask “What’s the current status of the Acme opportunity, including the outcome of the last meeting and the open next steps?”
- It doesn’t know your business. If the agent keeps getting your products, pricing or process wrong, add that context to Knowledge.
A skill isn’t doing what you expect
Section titled “A skill isn’t doing what you expect”- The agent didn’t use the skill. The agent decides when to use a skill from its description. Ask for it by name (“Use the Qualify deal skill on this opportunity”), or make the skill’s description clearer about when it applies.
- The skill needs data that isn’t there. Some skills rely on context, such as pricing in your knowledge for a proposal skill. Check what the skill refers to and make sure it exists.
- The output isn’t right. Make the skill’s instructions more specific and run it again, or ask the agent in chat to improve it.
To edit a skill, or if the editor won’t let you, see Skills.
A file won’t upload
Section titled “A file won’t upload”You can attach PDFs, images, spreadsheets, documents, presentations, text and CSV files to a chat. Check the upload limits below. An accepted upload does not mean the agent can interpret every file type or transcribe a video; see Files and attachments.
| File type | Limit |
|---|---|
| Less than 32 MB, and at most 100 pages | |
| Images | Less than 20 MB |
| Word and Excel files (.docx, .xlsx) | Less than 32 MB |
| PowerPoint files (.pptx) | Less than 50 MB |
| Videos (.mp4, .mov) | Less than 200 MB |
| Archives (.zip, .tar, .gz) | Less than 100 MB |
If a PDF is too big or too long, compress it or split it into smaller files. If you see Unable to process PDF file., the file may be damaged or protected. Export it again or save a new copy, then attach that.
A chat shows an error or stops responding
Section titled “A chat shows an error or stops responding”Try these recovery steps. If the problem follows a particular attachment, give the agent its filename and the error you see.
- Refresh the page.
- If that doesn’t help, start a new chat.
For a new task, start a new chat rather than continuing an old one. If a problem keeps happening, give the agent the chat link and the exact error so it can investigate.
The answer stops partway through
Section titled “The answer stops partway through”Ask the agent to continue, then check whether it completed the requested work. For a large task, ask it to finish one part at a time. If it still stops, give the agent the chat link and the last completed step so it can investigate.
I can’t find Mark as unread on a chat
Section titled “I can’t find Mark as unread on a chat”- The chat is already unread. In the sidebar, Mark as unread appears only on chats you’ve already read. An unread chat shows a dot.
- The chat isn’t yours. Only the person who started a chat can mark it as unread. On someone else’s chat, the header menu is greyed out and says You do not have permission to perform this action. Start your own chat to flag one for yourself.
Common questions
Section titled “Common questions”Why does the agent give a different answer when I ask from a record? Because it focuses on that record. A new chat looks across your whole workspace, so ask from the place that matches your question.
What should I do when a chat stops responding? Refresh the page. If that doesn’t help, start a new chat.
Do I need to fix a skill every time it misses? No. Ask for the skill by name first, since a missed skill is often a description that doesn’t match your request.