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Agents & Chat FAQ

Citations appear only when the agent retrieves information from a knowledge base. If there are no citations:
  • The agent may not have a knowledge base connected
  • Your question may not have matched any documents
  • The agent answered from its general AI knowledge instead
  • The agent may be configured without knowledge search enabled
Ask your administrator to verify the agent’s knowledge base and tool configuration.
  1. Click thumbs down on the response to flag it
  2. If the information should be in a knowledge base, verify the source document is uploaded and indexed
  3. Report the issue to your administrator — they can review the interaction in the analytics dashboard and adjust the agent’s configuration
See Agent Issues for more troubleshooting steps.
Each conversation is with a single agent. To talk to a different agent, start a new chat and select the other agent. However, if your organization uses a multi-agent orchestrator, the orchestrator automatically routes your questions to the appropriate specialist behind the scenes.
There’s no strict character limit on messages, but very long messages may be truncated to fit the AI model’s context window. For best results, keep messages focused and break complex requests into multiple messages.
Your conversations are visible to you and to your organization’s administrators (who can review them in the analytics dashboard). Other members cannot see your conversations.
Currently, conversations are tied to individual users. If you need to share an answer, use the Copy button on a response to copy the text to your clipboard.
Response speed depends on several factors:
  • Model choice — More capable models may be slower
  • Tool usage — Searching knowledge bases or external tools adds time
  • Response length — Longer answers take more time to generate
  • Server load — High usage periods may affect response times
You don’t have to watch it work — the task runs on our servers, so you can go do something else and come back to the finished answer.See Agent Issues for troubleshooting.
Nothing is lost. Agent tasks run on our servers, not in your browser, so closing the tab, reloading, switching device, or dropping your connection doesn’t cancel the work.Reopen the conversation and it reattaches to the task in progress, picking up the answer as it streams. If the task finished while you were away, the answer is already saved in the thread. Don’t resend the message — that starts a second task, billed separately.
While a task is running, the send button becomes a Stop button. Press it and the agent finishes the step it’s on, then stops — you’ll briefly see Stopping… while it settles.Stopping is real cancellation, not just hiding the output. Work completed before you stopped is still billed, so stopping early on a task that’s heading the wrong way saves money.
Agents can pause mid-task when they need a person. There are two kinds:
  • A question — Answer it with a normal chat message and the task continues from where it paused
  • An approval request — Approve or reject using the controls shown with the request
A paused task uses no compute and isn’t counted against your parallel-task limit. If nobody answers within 72 hours, the pause expires and the task is cancelled — just send the request again.
Yes — type it and it’s queued. Each conversation runs one agent task at a time, so your message is held and sent automatically as soon as the current task finishes. To send it right away, stop the running task first.To genuinely work in parallel, start a separate conversation — subject to your plan’s limit on parallel agent tasks.
Up to about an hour of active work, with a ceiling on the total tokens a single task may consume. A task that reaches either limit stops and reports Run stopped at its execution limit. rather than running indefinitely.Time spent paused waiting on you doesn’t count toward the hour. If you hit the limit regularly, break the request into smaller tasks.
Your plan allows a certain number of agent tasks running at the same time, and they’re all currently busy. This isn’t a monthly quota — it clears as soon as one of them finishes, usually within seconds or minutes.Wait for a task to finish, or stop one you no longer need. Tasks paused waiting on you don’t count toward the limit. For a higher allowance, upgrade your plan (SaaS) or ask your administrator (Enterprise).