Agent settings troubleshooting
What to do about upload errors, rebuilds that don't finish, and answers that seem wrong.
Updated
| What you see | Why | What to do |
|---|---|---|
| You saved, but your agent still says the old thing | The rebuild takes up to 10 minutes | Reload the Agent tab and check the line above the Save button |
| You added a source and nothing changed | Adding a source doesn't update your agent by itself | Press Save changes at the bottom of the Agent tab |
| "This PDF appears to be scanned or image-only…" | The PDF is pictures of pages, not text | Export it from the original document, or make it searchable with OCR, then upload again |
| "Spreadsheets can't be used as knowledge sources." | A spreadsheet was chosen as a knowledge source | Add the information as a PDF, or add products and prices to your catalog |
| "Enter a valid URL, including https://" | The address is missing https:// or isn't valid | Type the full address, starting with https:// |
| "That URL is too long." | The address is over 2,048 characters, often a tracking link | Use the plain page address |
| "That file doesn't look like a PDF." | The file isn't a PDF | Export the document as a PDF and try again |
| "That file is too large. The maximum size per file is 20MB." | The file is over 20 MB | Compress the PDF, or split it and add the most useful part |
| "Your plan allows up to 5 uploaded files total." | You already have 5 sources | Remove one you no longer need |
| "Your plan allows up to 30MB of uploaded files total." | Your PDFs would go over 30 MB | Remove a large file, or compress the new one |
| "Reactivation code can't be empty" | The reactivation phrase was cleared | Enter a phrase; four dots is fine |
| "Too many FAQs" | More than 100 FAQs | Remove the least useful ones |
| Your agent won't say whether you're open | Your business hours were never filled in | Tick your open days, set the times, check the preview line, then save |
| Your agent gives the wrong hours after you changed timezone | Your agent wasn't updated after the Profile change | Press Save changes on the Agent tab once |
| "Last update attempt failed …" | The rebuild failed, often because a website source can't be reached | Check each website source still opens in a browser and remove dead ones, then save again |
| "Your AI agent is being trained…" for much longer than 10 minutes | The rebuild didn't finish | Press Save changes once more. If it's still stuck, contact support |
| Your agent misses details from a long PDF | Long documents are condensed, not kept word for word | Put the details that matter most in FAQs or your business description |
| Your agent quotes a wrong or old price | A price list was added as a knowledge source | Remove that source, add the items to your catalog, then save |
| Your agent stopped replying in one chat | A teammate took the chat over | Press Return to AI in the Inbox, or send the reactivation phrase in that chat |
| Your agent came back mid-conversation with your team | A customer typed your reactivation phrase | Change it to something more unusual |