Troubleshooting

Frequently Asked Questions

Does Territory Intelligence Ever Send Emails to Advisors?

No. Territory Intelligence is an analyst. It ranks the universe, posts cards, writes a weekend recap, and stages drafts in your outreach queue. The drafts themselves come from the outreach drafting agent, and every draft still requires your approval before anything leaves your firm.

What Is the Difference Between the Ranking and the Monitoring Sides?

Ranking answers "who should we be talking to right now for this fund on this channel?" It produces a ranked list and a tier-1 cut, and runs weekly with the weekend run. Monitoring answers "of the advisors we already know about, what changed?" It runs continuously on daily, weekly, monthly, and quarterly cadences and posts individual cards when something material moves. Same agent, two jobs, one output discipline: always lead with the action.

Why Did a Card Use the Word "Notable" Instead of "Material"?

Every monitoring rule has a default severity. The materiality classifier reads the card before it posts and can upgrade, downgrade, or filter. Material signals are time-sensitive and tier-1; notable signals are worth your time but not urgent; routine signals batch into the daily digest. The label on the card is the classifier's verdict for that specific advisor in that specific moment.

Can I Re-Surface an Advisor I Snoozed?

Yes. Ask for a drilldown directly:

@Alpheous drilldown on [an advisor description that picks them out]

The detail card includes a note that the advisor is currently snoozed and on which rule. You can clear the snooze from the card.

How Are the Tier Cuts Decided?

The composite score combines four signals: current allocation in the relevant sleeve (caps at 50 points), practice AUM (caps at 20), peer-set overlap (caps at 15), and growth tilt (caps at 15). The tier-1 cut takes the top N by score with floors on allocation size and AUM and a filter on existing relationship status. Numbers move when the underlying inputs move; the ranking refreshes weekly on the weekend run, and more often when a trigger event re-ranks affected advisors.

What Happens If the Weekend Run Misses a Sunday?

The Monday recap will note that the latest run did not complete. The previous week's ranking remains active until the next run completes. If two weekend runs are missed in a row, the dashboard flags the cadence and an alert lands so the operator can investigate.

Can I Get the Ranking on a Channel We Are Not Currently Active On?

Yes, if your firm has the universe data for that channel. Ask plainly:

@Alpheous rank advisors on [channel name] for [the fund]

Territory Intelligence will run the ranking against that channel and post the cut. If the universe data for that channel is not connected, it will say so plainly and tell you what to ask the administrator to enable.

Why Do Some Cards Cite a Source by Date and Others Just Say "Recent"?

They should not. Every claim is supposed to tie to a specific dated source: a filing date, an email reply date, a meeting date, a LinkedIn post date. If a card cites "recent activity" or "lately" without a date, treat that as a bug, not a feature, and forward the card to support@alpheous.com.

Common Issues

The Monday Recap Did Not Arrive

1. Check that the weekend run completed. Open the dashboard's enrichment summary; if the Sunday run did not finish, the Monday post will not fire either.
2. Confirm the wholesale channel is the configured channel for Territory Intelligence. Your administrator can verify this in the channel settings.
3. Check whether the global freeze is on. While the freeze is active, the weekend run still runs and logs, but it does not post; you have to unfreeze and re-trigger the post.
4. If none of the above, contact support@alpheous.com.

Too Many Cards Are Posting

1. Open the dashboard's territory monitoring page and look at which rules fired in the last few days. A single rule misfiring during calibration is the usual cause.
2. Snooze the noisy rule across the territory for two weeks while you and your administrator look at the threshold.
3. Calibration runs the first two weeks any new rule is on and quarterly thereafter. Your snooze and dismiss patterns feed those calibration calls, so the noisy rule will likely come back tuned tighter.
4. If the volume does not match what you expect after a calibration pass, contact support@alpheous.com.

A Card Surfaced an Advisor Already in Active Conversation

Territory Intelligence reads the HubSpot mirror, your connected Gmail, and your meeting transcripts for activity. If the conversation happened outside those connected sources (a phone call not logged in HubSpot, an email thread on an unconnected account, a meeting whose transcript did not sync), the agent cannot see it. Dismiss the card and log a note on the advisor's HubSpot record so the next scan has the full picture.

A Tier-1 Advisor Is Missing from the Ranking

1. Check that the advisor is in the universe for the channel and fund you ranked. Filters can hide advisors who do not match the channel affiliation.
2. Check the existing relationship filter. The tier-1 cut excludes advisors with an active relationship with your firm on the fund in question; the assumption is your wholesaler already owns that conversation. The advisor may show up on a different cut.
3. Pull a drilldown on the advisor directly. The detail card will show the score components and you can see which floor the advisor missed.
4. If the advisor should clearly be tier-1 and is not, contact support@alpheous.com with the advisor and the fund.

Outreach Drafts Did Not Land in the Queue After the Weekend Run

1. Open the dashboard's enrichment summary. If enrichment completed but drafting did not, the recap will note the count of drafts staged as zero or low; the cause is usually a transient issue with the drafting side.
2. Trigger the drafting work directly from Slack on a specific advisor:

@Alpheous draft outreach for [an advisor on the tier-1 list]

3. If draft generation continues to fail for multiple advisors, contact support@alpheous.com.

The Recap Numbers Do Not Match the Queue

The recap describes the run that just finished. The queue shows everything currently staged, including drafts from prior runs you have not yet approved or dismissed. If the recap says twenty-five drafts were staged this week and your queue holds more, the extras are leftovers from previous runs; clear or dismiss them so the queue stays a working set.