Troubleshooting for Product Users
Answers are weak after uploading docs
Likely causes:
- outdated or conflicting documents
- low-value sources added before core docs
- no validation run after upload
Fix:
- remove conflicting/outdated files
- keep only highest-value user-facing sources
- retest in
Try Assistant
I cannot upload or import knowledge
Cause:
- your role or assistant scope does not allow
knowledge.upload
Fix:
- ask an owner/admin to update your access in
Account → Permissions
Insights are repetitive
Cause:
- one unresolved confusion pattern repeating at scale
Fix:
- confirm with Conversations evidence
- ship one clear fix
- watch trend movement before creating additional work items
Conversation list is empty
Check:
- widget is embedded on active pages
- date/assistant filters are not too narrow
- selected assistant is inside your scope
Export button is disabled
Cause:
- current plan does not include export
Fix:
- verify plan tier and upgrade if needed
Billing behavior seems wrong after plan change
Expected behavior:
- upgrades are immediate and prorated
- downgrades apply at the end of the current cycle