General Understanding
Ask Z didn’t create or update a record- Make sure the request includes required fields (e.g., name, title)
- Check if you have permission to perform the action
- Try rephrasing the request more clearly
- Be more specific (full name, exact ticket title)
- If multiple records exist, Ask Z may need clarification
- Confirm the custom field exists in contact settings.
- Use the exact field name your team configured.
- Ask Ask Z to list contact custom fields first if the field name, ID, type, required status, or allowed options are unclear.
- Check whether the field is required, has allowed options, or uses a specific type such as date, currency, dropdown, or yes/no.
- Confirm you have permission to edit the contact.
- Deletions are permanent and may require confirmation
- Ensure the record actually exists and is not already removed
Reading & Retrieving Data
Ask Z returns incomplete results- Narrow your query (assignee, status, date)
- Ensure records exist that match your criteria
- For broad searches, ask Ask Z to include a total count if you need to understand the full result size.
- Start a new thread with the correct expert selected.
- Use a custom expert when the task needs special instructions or limited tools.
- Keep one thread focused on one outcome so the active expert stays clear.
- Check AI Studio > Memory for stale organization or user memory.
- Update or remove conflicting memory before asking Ask Z to try again.
- Put temporary project details in the current thread instead of saving them to memory.
- Search thread history by the task or topic.
- Check whether the thread was archived.
- If the work used a custom expert, search for terms from that expert’s task.
- Check the thread visibility label. Private threads are only visible to the teammate who created them.
- Open Filter Agent Inbox and narrow by Status, Scope, Expert, Surface, or Is Archived.
- Use Surface > Inbox when you need Conversation Type or Channel filters for customer-conversation threads.
- Confirm you are in the correct organization before opening the link.
- Check whether your role has permission to view that page or record.
- Search for the record or page name from Ask Z or command search if the link points to a page you cannot access.
- Ask a teammate with access to share the record or update your permissions if the work should be shared.
- Confirm the active organization matches the notification.
- Refresh Ask Z and open thread history.
- Search by the task name or expert name.
- If the thread is private, only the teammate who owns the thread can open it.
- Wait for the upload progress to finish before sending.
- Remove the failed attachment and add it again.
- Try a smaller file or paste the important text into the prompt.
- Refresh Ask Z if the attachment control looks stuck.
- This is expected for large pasted text.
- Open the attached text file preview to confirm the content is correct.
- Add a short prompt that tells Ask Z what to do with the pasted content.
- Check the current Ask Z thread first.
- Open AI Studio > Library and search by the artifact name or topic.
- Use the All, Images, and Files filters if the library is crowded.
- Open the artifact sharing controls.
- Revoke the public link.
- Create a new link only if the artifact still needs to be shared outside Z360.
- Finish any active browser phone call before starting a voice assistant session.
- Allow microphone access in your browser.
- Refresh Z360 and try Start talking again.
- If the voice session still does not start, use typed Ask Z while your team checks browser audio permissions.
- Confirm the transcript panel is open with Show transcript.
- Speak clearly and wait a moment for live captions to appear.
- Check whether your microphone is muted.
- End the session and start a new one if the transcript stays blank.
- Check spelling
- Ensure the record hasn’t been deleted
- Confirm you have access to that record
Web Search with Ask Z
Web search results are too broad- Refine your query with more context
- Ask specific questions instead of general ones
- Try rephrasing the query
- Ensure internet access is available
- Avoid overly vague or one-word searches
Third-Party App Integrations
Ask Z can’t access my Google Calendar- Ensure the integration is authenticated
- Check that the correct Google account is connected
- Reconnect the integration if needed
- Token may have expired
- Re-authenticate the integration from the Integrations section
Permissions, AI & System Rules
Ask Z didn’t respond during a conversation- The contact may be in DND or Blocked state
- A human agent may need to take over the conversation
- AI outreach may be paused for that conversation
- Wait a moment for the approval to resume the thread.
- Refresh the Ask Z thread or Inbox conversation if the visible stream looks stale.
- Reopen the related thread from Agent Inbox and check whether the run is still Running or Needs Attention.
- If the work involved a long-running Expert, review the latest Expert activity before starting a duplicate request.
- Read the action name, description, and displayed details before approving.
- Reject the action if the target record, field, or setting is not the one you intended.
- Ask Ask Z to restate the planned change in plain language before trying again.
- Confirm the from number is an active Z360 organization phone number.
- Confirm the recipient number is a valid U.S. phone number.
- Shorten the call goal if it is very long.
- Check whether prepaid wallet limits or the monthly spend cap are blocking billable usage.
- Try again later if the organization or app outbound call concurrency limit is reached.
Best Practices
- Use clear, specific language
- Include identifiers (name, title, assignee)
- Combine actions to save time
- Use web search for real-time info only
- Re-authenticate integrations periodically
- Let Ask Z handle repetitive CRUD tasks