Frequently asked questions
These are the questions people ask most about the assistant built into their provider’s product: what it is, signing in, chatting, the customer portal, and what happens with your data. Each answer stands on its own. For a step-by-step guide to any screen, follow the links in the answers.
General
Section titled “General”What is the assistant?
Section titled “What is the assistant?”An AI assistant built into your provider’s product. It answers questions, can look things up and act in your provider’s systems (asking you first before risky actions), can answer from documents, shows tables and charts, and can hand you to a person if your provider set that up. As the note under the message box says, AI can make mistakes. Please double-check responses.
Who is my provider?
Section titled “Who is my provider?”Your provider is the company whose product shows the assistant. It decides which features you get, which pages appear in your customer portal, which limits apply, and how your data is handled. Questions about your account or your data go to your provider.
Do I need an account to use the assistant?
Section titled “Do I need an account to use the assistant?”Only if your provider requires a sign-in. Then the assistant asks you to set up a PIN or password the first time; see Sign in with a PIN or password. Without that requirement, the assistant opens straight away.
Which languages does the assistant show?
Section titled “Which languages does the assistant show?”The assistant’s buttons and labels follow your browser’s language: English, German or Spanish, and English for any other language. There is no language picker. Some texts, such as messages from the service and parts of the customer portal, appear in English whatever your language.
Who do I contact when something does not work?
Section titled “Who do I contact when something does not work?”Your provider. The assistant has no support link of its own. Send your provider your customer ID from ConfigureProfile, the time, what you did and the exact message; see Troubleshooting.
Signing in
Section titled “Signing in”Should I choose a PIN or a password?
Section titled “Should I choose a PIN or a password?”A PIN is faster to type: 4 to 8 digits, numbers only. A password is stronger: at least 8 characters of any kind, with no further rules. You choose with PIN or Password on the screen Set up your access; the same lockout rules apply to both.
Can I change my PIN or password?
Section titled “Can I change my PIN or password?”Not in the assistant. There is no screen for changing a PIN or password, neither on the sign-in screen nor in the customer portal. Contact your provider if you need a new PIN or password.
I forgot my PIN. What do I do?
Section titled “I forgot my PIN. What do I do?”There is no self-service reset in the assistant. Contact your provider, who can arrange a new PIN or password for your account. Until then, avoid guessing: every wrong attempt counts towards a lock.
Why is my account locked?
Section titled “Why is my account locked?”After 5 wrong attempts in a row, the assistant shows Account locked with a countdown of 1 minute. Each further wrong attempt locks it longer: 5 minutes, 15 minutes, 1 hour, then 6 hours each time. Wait for the countdown; the count only starts again after a successful sign-in.
How long do I stay signed in?
Section titled “How long do I stay signed in?”12 hours, or 7 days if you tick Remember me on this browser. While the assistant is open, the session renews itself. It stays valid in that browser even after you close it, so on a shared computer select Log out at the bottom of the portal menu when you are done.
What does Account unavailable mean?
Section titled “What does Account unavailable mean?”The screen Account unavailable means your access has been switched off, by an Admin of your company on Members or by your provider, or your company’s access has been switched off. Ask an Admin of your company or your provider to switch it back on.
Why does it ask me to set up my access again on another device?
Section titled “Why does it ask me to set up my access again on another device?”Because the assistant could not tell that it is you. When the product you use tells the assistant who you are, the same access works on every device. When it does not, your access is kept only in the browser where you set it up, so on another browser or device, or after you clear this site’s data, the assistant shows Set up your access and a new access starts without your earlier chats. Ask your provider whether the product can identify you to the assistant.
Why does the assistant ask me for a code before it emails me?
Section titled “Why does the assistant ask me for a code before it emails me?”It needs to confirm that the email address on your account is yours. The first time it wants to email you, you receive an email “Confirm your email address” with a 6-digit code; type the code in the chat when the assistant asks for it; it is valid for 15 minutes. After that, its emails reach you without a code until your address changes. If no code arrives, check your spam folder; at most 3 codes are sent to one address a day.
Why does the assistant ask me to approve something?
Section titled “Why does the assistant ask me to approve something?”Your provider has marked some actions as needing your approval, usually ones that change data. The assistant shows a card with what it wants to do and the buttons Deny and Approve. The message box stays disabled until you decide; see Actions the assistant takes for you.
What happens if I decline an action?
Section titled “What happens if I decline an action?”The action is not carried out. The assistant is told you declined and answers without it, for example by explaining what it could not do. Other actions in the same request that you approved still run.
Which files can I attach to a message?
Section titled “Which files can I attach to a message?”Images (JPEG, PNG, GIF, WebP), PDF, CSV and XML files, up to 10 MB each and up to 5 per message. Other files, larger files and a sixth file are left out without a message, so check the attachment appears before you send; see Ask questions.
How do I stop a long answer?
Section titled “How do I stop a long answer?”Select Stop generating in place of the send button, or press Esc. The assistant stops and keeps the part of the answer it had written, so you can read it or ask again differently.
How do I reach a person instead of the assistant?
Section titled “How do I reach a person instead of the assistant?”Only if your provider has connected a support team. When the assistant offers it, select Connect with agent under its answer, or the person icon Invite an agent next to the message box. If you see neither, tell the assistant clearly that you want to speak to a person; see Talk to a person.
Why did the assistant stop answering?
Section titled “Why did the assistant stop answering?”If it replied that the AI allowance is used up, your provider’s limit for this period is reached; the date it resets is on Usage. If you see The assistant is temporarily unavailable. Please try sending your message again., the AI is briefly unavailable; send your message again.
Customer portal
Section titled “Customer portal”How do I open the customer portal?
Section titled “How do I open the customer portal?”Select the gear Configure in the assistant’s top bar. You can also open it from a link in your provider’s product, or with Decide on a run that waits for you. You must be signed in; see Your customer portal.
Why is the gear missing?
Section titled “Why is the gear missing?”The gear Configure appears only when you are signed in, your provider has switched the portal on, and the assistant is not built into the page as a plain inline box. If the portal was switched on after you loaded the page, reload it, or ask your provider for a direct link.
Why do I see fewer portal pages than my colleague?
Section titled “Why do I see fewer portal pages than my colleague?”Your role and your provider decide the menu. Members see Profile, Agent runs, Memory, Notifications and, when shown, Workflows (company workflows read-only), Prompt Shortcuts and Usage. Admins also see the company set-up pages, and your provider can hide any optional page.
How do I become an Admin?
Section titled “How do I become an Admin?”Ask an Admin of your company, who can change your role on ConfigureMembers, or ask your provider. The new role applies after you sign out and sign in again.
How do my colleagues join?
Section titled “How do my colleagues join?”The portal cannot invite people. Your provider can add them, or they register with your company’s registration link while Allow self-registration is on under ConfigureSettings. Everyone who registers this way joins as a Member, unless they are the first person in your company’s account; your provider gives you the link.
My colleague cannot see my workflow. Why?
Section titled “My colleague cannot see my workflow. Why?”You probably created it as a personal workflow, which only you see on ConfigureWorkflows. A company workflow is visible to everyone in your company; the choice is made when the workflow is created and cannot be changed.
Why don’t changes in the portal show up in the chat?
Section titled “Why don’t changes in the portal show up in the chat?”It depends on what you changed. Shortcuts load when the chat starts, so reload the page. Skills and the agent instruction apply from the next message. A document on Knowledge Base is used once it shows as indexed.
Data and privacy
Section titled “Data and privacy”Can my colleagues read my chats?
Section titled “Can my colleagues read my chats?”No. Your chats and the notes the assistant keeps about you are not visible to anyone else in your company, Admins included. Admins see the member list and the background runs of your company, except personal workflows, on ConfigureAgent runs; see Your data and privacy.
Can my provider read my chats?
Section titled “Can my provider read my chats?”Yes. Your provider’s team can see your chats, the notes the assistant keeps about you, your background runs, and the records of what was sent to the AI. Your provider handles this under its own privacy policy; see Your data and privacy.
Is my PIN or password visible to anyone?
Section titled “Is my PIN or password visible to anyone?”No. Your PIN or password is stored only as a one-way hash, which cannot be turned back into the original. Nobody can read it, not even your provider’s team, which is also why a forgotten PIN cannot be looked up, only replaced.
How do I stop the assistant remembering things about me?
Section titled “How do I stop the assistant remembering things about me?”Open ConfigureMemory and untick Let the assistant remember things about me. The assistant then uses no notes about you and stores no new ones. Notes already stored stay until you select Forget on each.
How do I get my data deleted?
Section titled “How do I get my data deleted?”Contact your provider. The assistant has no button for exporting your data or deleting your account. You can forget single notes on ConfigureMemory yourself; everything else goes through your provider.
Are my conversations used to train AI?
Section titled “Are my conversations used to train AI?”That depends on your provider and the AI services it uses; the assistant does not decide it. Ask your provider, whose privacy policy covers how your conversations are processed by the AI models it chose.