Troubleshooting

Frequently Asked Questions

Does Account Assistant Ever Send a Reply Without My Approval?

No. The Approve button is the only send trigger. If you do not act on a draft card, it stays in your queue. Account Assistant will send SLA alerts as the window passes, but it will not send the reply on your behalf.

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

Account Assistant classifies every incoming client email into one of four categories. Drafts are only generated for emails classified as needing a reply. If a draft did not arrive:

• The email may have been classified as information-only (a thank-you, a confirmation, a CC): no reply is expected, so no draft is generated.
• The email may not have been identified as coming from a current client. If the sender domain is not on your client list, the email is treated as out of scope.
• The email may have arrived recently: allow a few minutes for the next poll cycle to complete.

If you believe a client email was misclassified, contact support@agenteous.com with the thread subject and arrival time.

Why Is the Draft Not in My Voice?

Account Assistant learns your writing patterns from your existing email history. Early drafts may feel more generic. Over time, as the agent sees more of how you write and as you edit its drafts, the voice calibration improves. If a draft consistently sounds off in a specific way, note it in the Edit step: those edits are used to refine future drafts for your queue.

Can I Ask About a Client Whose Name Account Assistant Does Not Recognize?

If the client name you type does not match any active client in your book, Account Assistant will say so and suggest checking the client roster. It does not guess. Type "client roster" to see the exact names it recognizes, and use one of those names in your next query.

What Happens If a Client Name Matches More Than One Account?

Account Assistant will ask you to clarify before returning any results. It lists the options it found so you can pick the right one. It will not return data for the wrong client.

Are My Draft Cards Visible to Other Team Members?

No. Draft cards and SLA alerts are sent to your personal Slack DM. Other account managers do not see your queue, and you do not see theirs.

Does Account Assistant Read All My Gmail, or Only Client Email?

It reads your inbox to identify client email and ignores everything else: internal team threads, vendor mail, newsletters, calendar notifications, and personal email are all out of scope. Only email from contacts at your active client accounts triggers the triage workflow.

Common Issues

Draft Card Buttons Are Not Responding in Slack

What to check:

1. Refresh the Slack message or scroll away and back; sometimes the button state needs a moment to update after an interaction.
2. If the card shows "This interaction has expired," the card has timed out. Contact support@agenteous.com and include the client name and thread subject so the team can repost the draft.
3. If buttons are consistently unresponsive across multiple cards, contact support@agenteous.com: this typically indicates a configuration issue that requires operator attention.

I Approved a Draft but the Client Did Not Receive It

What to check:

1. Check your Gmail Sent folder for the message. If it is there, the reply was sent and the client should have received it.
2. If the message is not in Sent, check whether your Gmail connection is active. You can verify this in the Agenteous app under your account settings.
3. Contact support@agenteous.com with the client name, thread subject, and the approximate time you clicked Approve.

SLA Alerts Keep Arriving for a Thread I Already Replied To

What to check:

1. If you replied to the client directly in Gmail rather than through the Approve button, Account Assistant may not have registered the reply. Use the Skip button on the pending draft card to close that thread in the queue.
2. If you did click Approve, check your Gmail Sent folder to confirm the reply was delivered. If the send failed, the SLA timer would still be running.

The Client Roster Shows Zero Signals for a Client I Have Been Actively Emailing

What to check:

1. Confirm that the client's email domain is included in your account configuration. If a new contact at the client is emailing you from a domain not previously seen, it may not yet be recognized as a client sender.
2. The roster reflects the past seven days. If the last activity was more than a week ago, the signal count will show zero.
3. Contact support@agenteous.com if you believe a client is missing from your roster entirely: that typically requires a configuration update.

Drafts Seem to Lack Context About the Client's Current Projects

What to check:

1. Verify that the client has an up-to-date HubSpot record. Account Assistant pulls context from HubSpot when generating drafts; a sparse or outdated record produces more generic output.
2. If HubSpot shows recent activity but drafts still feel uninformed, contact support@agenteous.com to confirm the HubSpot connection is syncing correctly for your account.