Troubleshooting

Frequently Asked Questions

Why Did Knowledge Base Say "I Don't Have Information on That"?

That reply means the agent could not find a confident answer in your firm's documents. It is a deliberate refusal to guess, not an error. Common reasons:

• The document you are thinking of is not in the firm's knowledge base. Newer documents, sensitive documents, or documents that live in a personal drive will not appear.
• The question was phrased in a way that did not match how the answer is written in the source. Rephrase using the language the original document would use.
• The information genuinely is not documented. Ask the person who would know and consider asking your operations lead to add the source so the answer is available next time.

Can I Ask Knowledge Base to Draft a Message to an Advisor or an LP?

No. Knowledge Base is an analyst only. It looks things up and tells you what it found. It does not draft client-facing messages, schedule outreach, or send anything to anyone outside your firm. When you need a draft, hand the underlying facts to the agent that owns that drafting work.

What Happens to Questions About Compensation or HR Topics?

The agent declines without acknowledging the underlying detail. You will get a short, neutral reply along the lines of "I do not have information on that topic." Do not re-ask in a different phrasing; the guardrail is intentional and applies to compensation, individual performance, hiring decisions, internal reporting lines, and similar topics. The right path for those topics is to ask your Managing Partner or your firm's HR contact directly.

What About Side Letters or Specific LP Terms?

Individual LP and advisor side letter terms are treated as confidential by default. The agent will not surface or reference them. If you need to confirm a side letter term, take that question to the Managing Partner or the IR lead who owns the LP relationship.

The Answer Cited a Document That Looks Old. Should I Trust It?

If a reply ends with an outdated-content flag, treat the answer as a starting point and confirm the current version of the source before acting on it. Documents change: fund terms, marketing rule guidance, policy text. The agent flags age so you can verify; it does not refuse to answer just because a document is older.

Knowledge Base Posted a Confident Answer but I Know It Is Wrong. What Do I Do?

Reply in the same thread with the correction. Your reply takes precedence on the topic for anyone reading after you. If the wrong answer came from a stale or incorrect source, ask your operations lead to have the underlying document updated or removed; future answers improve when the source set improves.

Why Does Knowledge Base Sometimes Stay Silent in a Channel It Watches?

The agent stays silent when it is not confident. That is the correct behavior. Silence in a watched channel is not a malfunction; it is the agent refusing to answer with a guess. If a question needs an answer and the agent has not stepped in, post a follow-up asking the person on your team who would know.

Will Knowledge Base Ever Send a Message Outside the Firm?

No, never. Every reply it posts stays inside your firm's Slack workspace. The agent has no path to advisor email, LP portals, or any external channel. If you see a Knowledge Base reply somewhere unexpected, contact support@alpheous.com.

Common Issues

A Document I Know We Have Is Not in the Answers

1. Confirm the document actually lives in your firm's knowledge base. Documents in a personal drive, an unindexed folder, or a recent upload that has not been processed will not be available to the agent.
2. Ask the question using language from the original document. The agent matches on meaning, but phrasing the question in the document's own terms helps.
3. If the document should be available and is not, ask your operations lead to confirm it is indexed.

The Agent Did Not Reply to a Question I Asked in Its Channel

1. Confirm you mentioned the agent directly or posted in its dedicated channel. The agent only answers when it is addressed; it does not read every message in every channel.
2. Wait a few seconds. Most replies arrive within seconds, but a complex question can take a little longer.
3. If the question is casual or open-ended ("good morning", "what should we do about retention"), the agent stays silent on purpose. Ask a concrete, factual question instead.
4. If the question is concrete and no reply arrives, contact your operations lead to check whether the agent is reachable.

An Answer Cited the Wrong Document

1. Read the cited document and confirm whether the answer actually came from it or from a similar source the agent reached for by mistake.
2. Reply in the thread with the correct source if you know it. Your reply is visible to anyone who reads the thread afterward.
3. Note the issue for your operations lead. Repeated mismatches between an answer and its citation are worth investigating, since they often point to a stale or duplicated document in the knowledge base.

Counts Look Wrong on a "How Many" Question

1. Read the dataset the reply named. The agent counts over a specific set; if the set is not what you had in mind, the number will not match yours.
2. Rephrase the question to make the scope explicit ("how many advisor meetings logged in the CRM in Q1", not just "how many meetings").
3. If the scope is right and the count still looks wrong, the underlying data may be out of date or incomplete. Check whether the source the agent named is current.

The Agent Is Quiet Across Every Channel

This usually means the background health checks have flagged an issue and the agent is paused while it is being looked at. Your operations lead is alerted automatically when this happens. If it has been quiet long enough to interfere with your work, contact support@alpheous.com.