Troubleshooting

This guide covers common tasks and questions that could come up.

Topping Up Credits

If your assistants have stopped responding or you're seeing a warning about low credits, you probably need to top up.

How to Top Up

1. Go to Account → Credits
2. You'll see your current balance at the top of the page
3. Choose the amount you'd like to add and approve the payment
4. Credits are added to your balance immediately

When to Top Up

• If you see a yellow warning banner, your balance is getting low (10 or fewer credits remaining)
• If you see a red warning, your balance has hit zero — existing conversations may still work briefly, but new ones won't start
• Your credits also reset automatically each month on your subscription anniversary, so topping up is only needed if you run out before then

Credit Costs

• A response from a Standard assistant costs 1 credit
• A response from a Premium assistant costs 2 credits

You can check which model your assistants use and adjust it from the assistant settings if you want to manage costs.

Editing Assistants

You can update your assistants at any time to improve their responses or add new information.

How to Edit

1. Go to your Assistant Builder page
2. Find the assistant you want to update in the list
3. Click the menu (three dots) next to the assistant and select Edit
4. You'll enter a chat where you can describe the changes you'd like to make
5. Review the updated summary and click Save and Close when you're happy

What You Can Change

Basically anything! Go into the change chat and ask what you need, and the system will guide you.

Tips for Good Edits

• Be specific about what to change — instead of "make it better", say "add information about how to restart the router" or "make the tone more casual"
• Use escalations as a guide — if your assistant keeps getting stuck on the same topic, edit it to include that information (see below)
• Test after editing — use the test option to try a conversation and make sure the changes work as expected

Assistant settings

For some changes, you can also open an assistant's Settings (the gear icon) to:

• Rename the assistant
• Switch between Standard and Premium AI models
• Enable or disable the assistant

Answer Escalations

Sometimes your assistant won't be able to help with a question. When the person chatting asks to speak to someone, the assistant will escalate the conversation to you.

How Escalations Work

1. The person chatting explicitly asks for human help (e.g. "can you get the owner to help?" or "I want to talk to a person")
2. The assistant passes the question to you and lets the person know someone will get back to them
3. You receive an email with the details — what was asked, why the assistant couldn't help, and how urgent it is
4. The person's chat is paused until you respond

Responding to Escalations

When you receive an escalation email:

1. Click the link in the email to view the conversation
2. Read through the chat history to understand the context
3. Send your response - the person will be notified by email that you've replied
4. They can then continue the conversation with your answer included

Urgency Levels

Escalations are tagged with an urgency level to help you prioritise. Note that these are guessed by the system - they could be wrong:

• Low — we think that the person is asking but it's not time-sensitive
• Medium — we think this is a standard request that needs attention
• High — the person indicated it's urgent or important

Using Escalations to Improve Your Assistants

Escalations are a great signal for what your assistant is missing. If you notice the same topics coming up:

1. Go to your assistant and click Edit
2. Describe the new information the assistant needs
3. Save the changes — future conversations on that topic should be handled without escalation

Raising Support Tickets

If you need help with Deputise itself — whether it's a technical issue, a billing question, or something that doesn't seem right — you can raise a support ticket. This is available to anyone on a paid tier.

For everyone else, we do monitor for errors and issues. Otherwise you can always send us an email and we'll try to take a look.

How to Raise a Ticket

1. Click the Get Support button — you'll find this on the Assistant Builder page and other areas of the app
2. Type your question or describe the issue
3. Send your message — a ticket is created automatically
4. You'll receive an acknowledgement straight away, and someone from the team will review your ticket as soon as possible

Checking on Your Tickets

Your recent support tickets are visible on the Assistant Builder page. You can click on any ticket to:

• See the full conversation history
• Send follow-up messages
• Check the current status

Ticket Statuses

• New — your ticket has been created and is waiting for review
• Active — someone from the team is working on it
• Resolved — the issue has been addressed
• Closed — the ticket is complete

If a resolved ticket hasn't fully addressed your question, you can send another message to reopen it.

Tips for Effective Support Tickets

• Be specific — include what you were trying to do, what happened, and what you expected
• Mention the assistant — if the issue is related to a specific assistant, include its name
• One issue per ticket — this helps us track and resolve things faster