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 post SLA alerts as the window passes, but it will not send the reply on your behalf.
Why Did I Not Get a Draft for an Inbound Email?
Account Assistant classifies every inbound from a covered contact 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 on someone else's reply): no response is expected, so no draft is generated.
- The email may not have been identified as coming from a covered contact. If the sender domain is not on your coverage list, the email is treated as out of scope.
- The email may have arrived very recently. Allow a few minutes for the next poll cycle to complete.
If you believe an inbound was misclassified, contact support@alpheous.com with the thread subject and arrival time.
Why Is the Draft Not in My Voice?
Account Assistant learns your writing patterns from your recent Sent mail. Early drafts may feel more generic. As the agent sees more of how you write and as you edit its drafts, voice calibration improves. If a draft consistently sounds off in a specific way, capture it in the Edit step: those revisions feed into future drafts for your queue.
Can I Ask About a Contact Whose Name Account Assistant Does Not Recognize?
If the name you type does not match any active contact in your coverage, Account Assistant will say so and suggest checking the roster. It does not guess. Type "roster" to see the names it recognizes, and use one of those in your next query.
What Happens If a Name Matches More Than One Contact?
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 information for the wrong contact.
Are My Draft Cards Visible to Other Team Members?
No. Draft cards and SLA alerts are sent to your personal Slack DM. Other reps do not see your queue, and you do not see theirs. Compliance staff can review the audit log through the proper channels; that is separate from anyone seeing your Slack DMs.
Does Account Assistant Read All My Gmail, or Only Mail from Covered Contacts?
It scans your inbox to identify mail from covered contacts and ignores everything else: internal threads, vendor mail, newsletters, calendar pings, recruiter outreach, and personal email are all out of scope. Only email from contacts at your covered firms triggers the triage workflow.
What About Compliance and Recordkeeping?
Every draft that is approved and sent writes an entry to the firm's audit log with the sender, the recipient, and the thread reference. The full message body lives in Gmail, where your firm's existing archival policy already captures it. Account Assistant does not bypass any recordkeeping controls.
Common Issues
Draft Card Buttons Are Not Responding in Slack
What to check:
- Refresh the Slack message or scroll away and back; sometimes the button state needs a moment to update after an interaction.
- If the card shows "This interaction has expired," the card has timed out. Contact support@alpheous.com and include the contact name and thread subject so the team can repost the draft.
- If buttons are consistently unresponsive across multiple cards, contact support@alpheous.com. This typically points to a configuration issue that needs operator attention.
I Approved a Draft but the Contact Did Not Receive It
What to check:
- Check your Gmail Sent folder for the message. If it is there, the reply was sent and the contact should have received it; if it is not, the recipient's mail filters may have caught it.
- If the message is not in Sent, verify that your Gmail connection is still active. You can confirm this in the Alpheous app under your account settings.
- Contact support@alpheous.com with the contact name, thread subject, and the approximate time you clicked Approve.
SLA Alerts Keep Arriving for a Thread I Already Replied To
What to check:
- If you replied to the contact directly in Gmail rather than through the Approve button, Account Assistant may not have registered the reply yet. Use the Skip button on the pending draft card to close that thread in the queue.
- If you did click Approve, check your Gmail Sent folder to confirm the reply was delivered. If the send failed silently, the SLA timer will still be running.
The Roster Shows Zero Signals for a Contact I Have Been Actively Emailing
What to check:
- Confirm that the contact's email domain is included in your coverage configuration. If a new person at a covered firm is emailing you from a domain that has not been seen before, it may not yet be recognized.
- The roster reflects the past seven days. If the last activity was more than a week ago, the signal count will show zero.
- Contact support@alpheous.com if you believe a contact or a firm is missing from your roster entirely. That typically requires a configuration update.
Drafts Lack Context About the Contact's Current Positioning or Last Conversation
What to check:
- Verify that the contact has an up-to-date HubSpot record with recent notes. Account Assistant pulls context from HubSpot when generating drafts; a sparse or stale record produces more generic output.
- If HubSpot shows recent activity but drafts still feel uninformed, contact support@alpheous.com to confirm the HubSpot connection is syncing correctly for your account.