Troubleshooting

Frequently Asked Questions

Where Do the Answers Come From?

Every answer is drawn from your agency's own connected knowledge: client briefs, brand guidelines, meeting notes, documents, and proof points. It does not pull from the open web and it does not make things up. Each answer lists its sources beneath it; where a source has a link you can open it and read the original material.

What Does It Mean When It Says It Cannot Find Something?

It means your connected knowledge does not cover that question, or the relevant material sits outside your access. It is being honest on purpose: a clear "I do not have that" is more useful than a confident guess. When you see this, try rephrasing the question, or check whether the document you have in mind has actually been added to your agency's knowledge.

Why Did a Colleague Get a Different Answer Than I Did?

Knowledge Base is access-aware. You only see answers drawn from knowledge you are allowed to access, and a teammate with different access may see different material. If you expected an answer and got "I cannot find that," it may be that the source is outside your access rather than missing.

Can I Ask Follow-Up Questions?

Yes, on the Knowledge page. It keeps the conversation in context, so you can build on a previous answer without repeating yourself. When you want to switch to an unrelated topic, use the Clear Conversation control to start a fresh thread.

Can It Give Me Exact Counts and Lists, Not Just Prose?

Yes. Ask things like "how many proof points by category" or "list our top five clients by approved testimonials," and, where your agency has that data as a table you are allowed to see, it returns the exact figures. Otherwise you get a normal written answer with its sources. Phrasings such as "how many", "top five", "list all", "group by" and "by category" ask for exact figures; a plain "list" does not.

Should I Trust an Answer Without Checking the Sources?

Treat every answer as a reliable starting point, and open the listed sources before you rely on it in client-facing work. The sources are there precisely so you can verify the answer yourself in a couple of clicks.

Can I Mention Knowledge Base in a Slack Channel?

No. Mentioning it with an @ does not reach Knowledge Base. In Slack, use the knowledge command followed by your question, as shown in Commands. Only you see the answer.

Does It Ever Send Anything or Take Action?

No. Knowledge Base only answers. It does not write content that goes out, post on your behalf, or change anything. There is nothing to approve.

Common Issues

The Answer Was Thinner Than Expected

1. Rephrase the question with more specific terms. A narrow, concrete question ("what tone does the SaaS client's brand brief specify") gets a sharper answer than a broad one ("tell me about brand").
2. Name the client or brand you mean. If your agency serves several clients, naming the one you care about focuses the answer on the right material.
3. Check whether the document you have in mind is actually part of your connected knowledge. If it was never added, the answer cannot draw on it.

It Says It Cannot Find Anything

1. Confirm the material exists in your agency's knowledge. A brand-new brief that has not been added yet will not appear in answers.
2. Broaden the wording. Try a more general version of the question, then narrow back down once you see what it has.
3. Consider access. If you believe the material exists but you cannot get an answer, it may sit outside your access; ask a teammate who works on that account, or contact support@agenteous.com.

A Follow-Up Got an Off-Topic Answer

1. The conversation may still be holding context from an earlier question. Use the Clear Conversation control to reset, then ask the new question fresh.
2. Make the follow-up self-contained if you have changed subject, so it does not get read against the previous thread.

The Knowledge Page Will Not Load or an Answer Failed

1. Refresh the page and ask again; a single failed answer is usually momentary.
2. Check your connection if the page itself will not load.
3. If it keeps failing after a few tries, contact support@agenteous.com so someone can take a look.

The Slack Answer Did Not Appear

1. The answer comes back privately to you, so look for a reply visible only to you in the channel, or a direct message if you used the pop-up box. Other people will not see it.
2. Try the question again, or ask it on the Knowledge page in the app instead, which is the better place for anything where you want follow-up questions or to read the full sources.