Troubleshooting

Frequently Asked Questions

Does Account Assistant Ever Send a Reply Without My Approval?

No. A reply is sent only when the account manager clicks Approve, or saves an edit, which sends it at once. If nobody acts, the draft waits and the response clock keeps running. Skip and Snooze set the draft aside without sending, and it cannot be approved afterwards.

When I Approve, Does the Reply Send or Go to Drafts?

It sends, on both Slack and the app. The reply goes right away from the connected Gmail mailbox, to everyone on the thread, with the quoted history, and the original is archived. The Review Draft page's Approve button still carries older wording about Drafts, but it sends.

Why Did I Not Get a Draft for a Client Email?

A draft is written only for threads sorted as response required or escalation signal. Check these:

• The thread may have been sorted as FYI, such as a thank-you or a confirmation. No reply is expected, so no draft is written.
• The thread may have been judged not to be a client email.
• The sender may not be recognised as a client yet. The assistant learns client domains from your sent mail once a day and also uses its own judgement, so a brand new client can take a day to be picked up.
• The email may have arrived in the last few minutes. The inbox is checked about every three minutes.

Is There a Separate Alert When a Client Is Upset?

No. An upset client's email gets a normal draft card straight away and the same response clock as any other thread.

Why Is the Draft Not in My Voice?

The assistant learns your voice from your sent mail, refreshed daily. When you click Edit, your changes are kept as corrections that shape later drafts. Drafts improve as you edit.

What If I Ask About a Client It Does Not Recognise?

It tells you it could not match the name and suggests asking for the client roster. Use a name exactly as the roster shows it.

Are My Draft Cards Visible to Other People?

Draft cards and deadline alerts go to your own Slack messages. The Accounts pages show the clients you own.

Common Issues

Slack Buttons Are Not Responding

1. Scroll away and back; the card may need a moment to update.
2. If the card has expired, open the same draft on the Review Draft page in the app and decide there.
3. If buttons on new cards also fail, contact support@agenteous.com.

I Approved a Draft but the Client Did Not Receive It

1. Check the Sent folder in the connected Gmail mailbox. The reply is sent from there.
2. Check that the draft shows as sent on the Review Draft page. If it shows an error, the send failed and nothing went out.
3. Check that the right mailbox is connected. All replies send from the one connected mailbox.
4. If it still looks wrong, contact support@agenteous.com with the client and subject.

Deadline Alerts Keep Coming for a Thread I Answered

1. Approving, editing and sending, or rejecting the draft closes the clock. A reply you send from Gmail does not, and neither do Skip and Snooze.
2. If you already replied directly in Gmail, open the draft and choose Reject. That closes the clock and sends nothing. Do not choose Approve: it would send the drafted reply as a second email.
3. If you skipped or snoozed the draft, it can no longer be approved or rejected, so the alerts continue until the escalation alert has fired.

I Am Not Getting Deadline Alerts

1. Check that SLA alerts are turned on in your personal notification settings. When they are off, due alerts are dropped.
2. Check that your Slack account is linked to your profile. Without it, deadline alerts are dropped.

The Roster Shows No Signals for a Client I Email Often

1. The roster counts signals from the last seven days only.
2. If the client clearly has activity, contact support@agenteous.com.