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AI Assistants · Guide

AI Assistant Configuration Troubleshooting

Use verified assistant and channel checks when an assistant is missing or behaves unexpectedly.

Applicable plan: All plansLast verified: 2026-09-23
Prerequisites

The affected channel name and a recent example conversation.

Expected result

The affected channel has one intended active assistant and a saved configuration.

Check the assistant record

Do not create a second assistant before checking the existing record and status.

  1. Open AI Assistants.
  2. Confirm the name and Status of the intended assistant.

Check channel assignment

Channel routing is the verified place to confirm which assistant is used.

  1. Open Channels and select the affected channel.
  2. Confirm Assigned assistant and Status, then save only if your role permits.

Escalate with evidence

Provider behavior, missing records, and tenant-specific state need technical review.

  1. Record the channel, assistant, time, and visible error.
  2. Use Submit a Support Request when dashboard checks are insufficient.

Troubleshooting

If the control is absent for your role, ask the workspace administrator or submit Support.

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Related articles

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AI AssistantsGuideVerified 2026-09-23Create and Assign an AI AssistantCreate an assistant, set its verified fields, and assign it to a channel.Getting StartedGuideVerified 2026-09-23Channels and Assistant RoutingUnderstand channel records, status, external IDs, and assigned assistants.

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Contact Support

If the verified steps do not resolve the issue, send your account context and visible evidence to the SamChe AI team.

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