Troubleshooting
Frequently Asked Questions
Why Did the Concierge Answer My Question Itself Instead of Routing It?
A small set of questions the Concierge handles directly: "what can the platform do?", "which specialists are active?", and similar roster or status queries. For everything else, it routes. If you asked a domain question (strategy, content, brand, SEO, etc.) and the Concierge answered it rather than routing, let the platform team know so the routing rules can be reviewed.
Why Did the Concierge Route Me to the Wrong Specialist?
The Concierge routes on the intent it reads from your message. A short or ambiguous request can steer the route. Rephrase with more specific context and send it again, or go directly to the specialist's channel and ask there. You can also tell the Concierge what happened: describe the request and the outcome in the concierge channel and it will adjust.
The Concierge Asked Me a Clarifying Question but I Answered and Nothing Happened.
Reply in the same thread where the question appeared. If the question and your answer are in separate threads, the Concierge may not see the reply as a response to its question. Start a new message in the concierge channel referencing your earlier request if the thread is hard to find.
Can I Skip the Concierge and Go Directly to a Specialist?
Yes. The Concierge is most useful when you are unsure where a request belongs. If you already know the right specialist, message their channel directly. You can also work in the app: the Work Queue, Feed, and Conversations put the same team in front of you without going through the Concierge. The Concierge does not need to be involved in every request.
Do I Have to Use Slack, or Can I Work in the App?
Either. Slack and the app reach the same team. Many people start a request in Slack and then approve and track the results in the app, where the Work Queue holds approvals and decisions, the Feed shows signals, and Conversations keeps the threads. You can Snooze any item to bring it back later.
Common Issues
The Concierge Is Not Responding in the Concierge Channel
Check the following:
- Confirm you are posting in the correct concierge channel and that your message mentions
@Agenteousdirectly. - Check whether the Agenteous platform shows any error indicators in the operator dashboard.
- If other specialists are also unresponsive, the platform may be restarting. Wait a minute and try again.
- If the platform appears healthy but the Concierge still does not respond, contact support@agenteous.com with a note of when the issue started.
The Concierge Routed My Request but the Specialist Never Picked It Up
This is a specialist availability issue, not a Concierge issue. The handoff posted, but the specialist may not have seen the tag.
- Check the specialist's channel for the handoff message (the Concierge posts a tag there when routing).
- If the message is there but unanswered after a reasonable wait, mention the specialist directly in their channel with a follow-up note.
- If the specialist's channel shows no activity and no tag from the Concierge, let the platform team know so they can confirm the specialist is running.
The Same Request Keeps Getting Routed to the Wrong Specialist
One or two misroutes can happen if a request is worded unusually. A consistent pattern of wrong routes on similar requests is worth reporting to the platform team. Note the exact phrasing you used and where the Concierge sent it; that information helps the routing rules be adjusted accurately.