When something is not working

The assistant says it does not know

Almost always the content is missing rather than the assistant being broken. Check in this order:

1. Is the document indexed? A document is not searchable until it says Indexed. A large PDF takes a minute or two.
2. Ask it in the Playground and read the retrieved context. Every passage the model was given is listed under the answer, with its score. If the right passage is not there, this is a retrieval problem, not a model one.
3. If the passage is there and the answer is still poor, the passage probably does not actually say what you think it says. Read it as a stranger would.
4. If nothing relevant came back at all, lower the similarity threshold or raise Top K in Retrieval -- but change one at a time and re-ask the same question, or you will not know which change helped.

The Overview page shows "answered from KB" as a percentage. A low number is a map of what your content does not cover, and the conversations behind it tell you which questions to write for.

The widget does not appear on my site

• Is it published? A draft widget only shows on your own preview.
• Is the domain allowed? A widget refuses to run on a site that is not in its allowed-domains list. This is deliberate -- it is what stops somebody copying your snippet onto their site.
• Is the script actually on the page? View the page source and look for the tag. A tag manager that has not been published does not count.
• Check the widget's status. "Live" means we have seen it load on a real page recently. If it says Published but never Live, the snippet is not running.

A source stopped syncing

Read the status, because the three failures need different things:

• Credential expired -- something at the other end changed the password or revoked the token. Reconnect it. Retrying will not help.
• Action required -- a page returns 404, a robots file blocks us, a quota ran out. Fix it at the source.
• Error -- something transient. Try again, then open the Sync Log, which shows every run, what it found and what failed.

Answers cite the same document five times

That is fixed: citations group by section and are capped at two per document. If you still see near duplicates, the same content is probably in the knowledge base twice -- an uploaded PDF and a crawled page of the same thing, say. Delete one.

Leads are not reaching my CRM

Two buttons on Destinations answer this without waiting for a visitor.

• Check connection on the connected account asks the provider whether the stored credential still works, and shows the provider's own refusal if it does not.
• Send sample lead pushes one invented lead down the route, using the same mapping a real lead uses, and shows what came back. It is not stored as a lead and does not count against your plan.

If the sample lands but real leads do not, the route is probably pinned to one widget and the leads are coming from another -- a route with no widget takes every lead.

The dispatch log underneath shows every attempt, which route sent it, what was sent and what came back. A rejected request is not retried, because sending the same wrong thing again will not fix it; fix the cause and use Resend.

Everything stopped at once

Check Billing and usage. If the message allowance for the period is spent, new questions are refused until it resets, and a trial that ended does the same. Neither deletes anything and neither charges you for going over.

If it is none of those, report a bug from the sidebar. It captures the page, the recent activity and the request that failed, so you do not have to describe any of it.