Troubleshooting Guides

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Agent Setup & Scheduling

Availability times look wrong

• Confirm the agent time zone is set correctly
• Double-check whether you’re using 12-hour vs 24-hour format
• Review if you applied a schedule across days accidentally

Agent changes didn’t persist

• Ensure you clicked Save Changes
• Refresh and re-open the agent profile to confirm

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Knowledge Base

Scrape completed but AI isn’t using the content

• Click Sync after scraping
• Confirm the scraped content appears in files/folders
• Try re-scraping if the URL was incorrect or incomplete

Scraping is taking too long

• Large websites take longer than smaller ones
• Start with the main domain (not deep links)
• Wait and check for new structured files after completion

Content is outdated

• Update the file manually or re-scrape your website
• Always Sync after changes

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Actions & Integrations

Integration connected but actions don’t work

• Re-authenticate the integration (tokens can expire)
• Confirm the correct account is connected (e.g., correct Google account)
• Verify the action endpoint/config is correct

Action fails or returns errors

• Check headers (Authorization key is the #1 cause)
• Confirm endpoint URL is correct
• Verify required arguments are provided

I don’t see my integration in the actions list

• Confirm it was added successfully under Integrations
• Refresh the page and check again
• Disconnect and re-integrate if it didn’t complete authentication

I cannot find an app while browsing integrations

• Search by the app name. Search can return apps outside the default Popular selection.
• Clear the Popular, category, authentication, and status filters.
• Try a shorter app name if the full name does not return results.

Google Ads connection did not finish

• Start the connection again from AI Studio > Actions.
• Confirm you selected the correct Google account and Google Ads account.
• If the connection shows disconnected or expired, remove it and authorize Google Ads again.

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Custom AI Experts and Memory

Run now is disabled for a scheduled expert

• Confirm Schedule is selected as a trigger.
• Turn the expert Active.
• Save any unsaved changes.
• Check whether the expert is marked as broken or missing required settings.

Run now is disabled for an automation

• Confirm the automation type is Schedule.
• Turn the automation Active.
• Save any unsaved changes.
• Confirm the schedule and timezone are valid.

A scheduled automation did not run when expected

• Confirm the automation is Active.
• Review the Schedule settings and Timezone.
• Check the Next run field after saving.
• Make sure Instructions clearly describe what the main agent should do.

A trigger automation does not start

• Confirm the connected account is still active in AI Studio > Integrations.
• Open the automation and review Trigger configuration.
• Reconnect the app if the account is disconnected, expired, or unavailable.
• If the original event or account is wrong, create a new trigger automation.

A scheduled expert did not run when expected

• Confirm the expert is Active.
• Review the Timezone and repeat schedule.
• Check the Next run field after saving.
• Make sure the schedule goal is filled in.

External trigger options are missing

• Confirm the connected app is integrated and healthy.
• Open External trigger settings and click Select trigger again.
• Search by the integration or account name.
• Reconnect the integration if its status shows unavailable.

An expert used the wrong app

• Open the expert and review Allowed apps.
• Remove broad apps or action groups the expert does not need.
• Save the expert and test again.

An expert cannot use a private app

• Check the expert’s Ownership.
• Use Private ownership for user-scoped apps that belong only to you.
• Use Organization ownership for shared apps that the whole team can use.
• Save the expert after changing ownership or allowed apps.

An expert approval prompt is hard to find

• Return to the active Ask Z run that requested approval.
• Review the displayed action details before approving or rejecting.
• Check Previous runs to confirm what happened.
• Keep customer-impacting work in focused threads so approvals are easier to review.

A cloned voice was rejected or did not save

• Record or upload about 30 seconds of clear speech from one speaker.
• Use one of the supported audio formats shown in Clone a voice.
• Keep the file under the displayed size limit.
• Confirm the consent checkbox before submitting.
• If the voice cloning service is temporarily unavailable, wait and try again.

A cloned voice should not be used anymore

• Open AI Studio > Voice.
• Find the voice under Your cloned voices.
• Click the delete action and confirm.
• If the deleted voice was selected, Z360 falls back to the default agent voice.

A conversation-tag automation did not start

• Confirm the automation is Active.
• Open the automation and review Conversation tags.
• Leave Conversation tags empty if any tag should trigger it.
• Confirm the tag was newly applied after the automation was active.
• Review Previous runs to confirm whether the automation started but did not complete the expected work.

Expert skills do not appear

• Open AI Studio > Skills.
• Search for the skill name, description, or file path.
• Use Filter Skills to check Organization and Private access scopes.
• If the catalog shows no skills, ask Z to create the reusable skill or confirm that your user has access to it.

An external trigger is missing from an expert

• Confirm the connected app is active in AI Studio > Actions.
• Open the expert’s Triggers section and click Select trigger again.
• Search by integration, account, or trigger name.
• Reconnect the app if its status shows disconnected, expired, or unavailable.

Memory content did not load

• Refresh AI Studio > Memory.
• Switch between Organization and User to confirm the selected scope.
• If the page shows an error message, wait a moment and try again.

Long memory content looks hard to review

• Refresh AI Studio > Memory and reopen the memory file.
• Use shorter sections or headings when editing long memory.
• If content still looks crowded, save the important change first, then return later to reorganize the memory file.

Memory changes did not save

• Confirm the file finished loading before editing.
• Click Save after making changes.
• Wait for the Memory saved confirmation.
• If the save fails, copy the intended change into a temporary note and try again after refreshing.

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Abilities (Create, Edit, Triggers, Registration)

Ability doesn’t trigger

• Trigger conditions may be too strict or not matching user phrasing
• Confirm the interaction is happening through a supported channel (phone/email/live chat)
• Ensure the ability is saved and active

Wrong ability triggers

• Triggers may overlap across multiple abilities
• Make trigger phrases more specific
• Reduce redundancy by consolidating abilities

Registration ability keeps asking users to register

• The user may not be recognized as registered
• Ensure the workflow collects the right fields needed for registration
• Verify registration logic inside the ability workflow

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Building Abilities (Ask, Speak, Act, Condition)

Condition branch never runs

• Variable name may be wrong (must match exactly)
• Condition value may not match what users actually type (case/spacing)
• Ask prompt may not be collecting consistent responses (add examples)

Act node creates tickets with missing details

• Ensure your ticket instructions reference the correct variables
• Confirm Ask nodes are connected before the Act node
• Add optional parameters only if your workflow has those values

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Best Practices for AI Studio

• Scrape your website first, then Sync
• Keep Knowledge Base file titles clear and specific
• Use Condition nodes for decision points, not long prompts
• Keep triggers specific to avoid overlap
• Use Registration abilities only when identity matters
• Test every branch before production use
• Review integrated actions periodically and remove unused integrations