Troubleshooting answers and actions
Identify whether the issue concerns an answer, citation, feedback action, or conversation access. For missing launchers and token exchange errors, use the widget installation guide.
Answers are inaccurate or use an old rule
- Confirm the widget and help articles belong to the intended workspace.
- Check that the article's title, description, and body clearly address the question.
- Confirm Allow AI usage is enabled and saved. Updating an external documentation site alone is not enough.
- Look for conflicting AI-enabled articles, especially old plan, permission, or usage limits.
- Start a new conversation and try the question again.
Unpublishing or hiding an article does not stop AI usage. Separately disable Allow AI usage to stop future article reads. This does not clear existing answers or conversation history.
If the material is correct but the answer still fails, record the question, actual answer, and intended source article for investigation. Having an article does not guarantee a correct answer every time.
An answer has no article card, or a citation will not open
A missing card does not necessarily mean no knowledge was used. Nonpublic articles enabled for AI can inform answers without appearing as public citations.
For an article intended to be public, check publication status, collection visibility, and the portal's Help Center switch. Copy its actual URL from the editor and check ordinary reader access. See Controlling public access.
A previously shared citation does not grant permanent access. Unpublishing the article, hiding its collection, or disabling Help Center can make an old link unavailable.
No new feedback was created, or an existing post received a vote
Read the action label and feedback card first. Agent searches for similar feedback, so the same need may be recorded by voting and subscribing rather than creating a duplicate.
A question such as “How do I use this?” may receive instructions first. To report a bug or suggestion, state the intent and necessary detail, such as “Export keeps failing; please report this issue,” then explain expectations, actual results, and reproduction conditions.
If no action completed, check identity and workspace permissions. Guest posting, voting, and commenting are controlled separately. Sign in through the product when requested.
If the matched post describes a different issue, explain the difference in the same conversation and check the subsequent saved result.
Agent cannot edit recently submitted feedback
Direct changes to a post title or body require all of these conditions:
- Agent created the post for this customer in this conversation.
- The post is still within the brief correction period after creation.
- No other user has voted or commented.
Public feedback is a shared community discussion. Preserve the information others relied on when voting or commenting; when a direct edit is no longer appropriate, add a correcting comment.
Agent can correct comments it wrote for the customer in the same conversation.
A reply failed and the action outcome is unclear
An interrupted reply does not undo earlier actions. Check the portal for the saved post, vote, or comment first. Use the offered retry control to obtain a reply; avoid immediately sending the same creation request again.
For persistent failures, record the approximate time, error, and requested action. Self-hosted administrators should check model configuration and connectivity. Messages accept up to 4,000 characters; each image must be at most 16 MB. Frequent submissions can also hit rate limits.
A previous conversation is missing
Check that the widget is using the same product account or guest identity. Signing into the FeedLog dashboard does not supply that identity to the widget; the widget uses the product's integration.
Clearing browser data can remove access to a guest identity. Older conversations may also fall outside the workspace visibility window. Administrators can check conversation visibility under Settings → Widget.
A request for a person only produced contact details
This is the current support flow: Agent provides the configured email and instructions, and the customer contacts the team through that channel.
For a missing or incorrect address, update the support email under Settings → Widget. If ordinary suggestions are repeatedly directed to support, check whether the rules are too broad. See Setting up and launching Agent.