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Troubleshooting and FAQ

What to do when your Orderful agent doesn't respond or can't help, and answers to common questions.

🚧

Beta: invite only

The Shared Slack Agent is a beta feature, available only to customers Orderful has invited. What it can do and how it works may change as we improve it, and it may occasionally be slow or unavailable. To ask about access or share feedback, contact your Orderful representative.

The agent didn't respond

Work through these in order:

  1. Did you mention it? The agent only responds to messages that mention it, for example @Acme Agent. Pick it from the list that appears when you type @, so the mention is a real link and not plain text.
  2. Did you edit the message? Edits aren't picked up. Send the request as a new message.
  3. Is the agent in this channel? It only works in the shared channels Orderful has enabled for it, not in direct messages or other channels.
  4. Give it a few minutes. A 👀 reaction usually appears within seconds and a reply within a couple of minutes. Busy periods can take longer.
  5. Still nothing after 10 minutes? Mention the agent again in the same thread. If that doesn't work either, tag your Orderful contact in the channel.

The agent replied that it couldn't start

The agent posts Sorry, I couldn't start on that just now when it couldn't begin working on a request. Wait a few minutes, then mention it again in the same thread. The Orderful team is notified when this happens.

I can't find the agent when I type @

  • Type the first few letters of your company name, since the agent is named after it, for example Acme Agent.
  • If it still doesn't appear, it may not be in the channel yet, or your company's Slack admins may need to approve apps from other organizations in shared channels. See Add the Agent to Your Shared Channel.

The agent said it couldn't find a partner

The agent only shows companies that are trading partners on the Orderful network. If it couldn't find one:

  • Try a different spelling or the company's full legal name.
  • Search by the partner's ISA ID if you have it.
  • Ask your Orderful team. The partner may not be on the network yet, and Orderful can help you reach them.

If you already have the partner's ISA ID, you can still ask the agent to send them a trade request.

My confirm didn't do anything

  • Only the person who made the request can confirm it. Ask the original requester to reply.
  • Reply in the same thread as the proposal, and mention the agent: @Acme Agent confirm
  • If you asked for changes after the proposal, the agent acts on its latest proposal. Make sure the newest proposal is the one you want.

The agent couldn't open my file

  • Check the type. The agent opens images (PNG, JPEG, GIF), PDFs, and text files such as CSV, JSON, XML, or raw EDI. Spreadsheets, Word documents, and ZIP files can't be opened. Export or paste the relevant part instead.
  • Check the size. Files must be 10 MB or smaller, and the agent opens up to 5 files per request.
  • Post it in the same thread. The agent only opens files attached to the thread it's mentioned in.
  • Files from another company's Slack. In a shared channel, your company's Slack settings may stop apps from other organizations opening files your team posts. If the agent can't open them, ask your Slack admin, or paste the details as text.

The agent says it can't do something

Some things are outside what the agent is allowed to do, such as billing, going live, or editing guidelines directly. It tells you when that's the case and lets your Orderful team know. For guideline and mapping changes, it can open a request with the Orderful team for you. See What the Agent Can Do.

FAQ

Is the agent a person?
No. It's an AI assistant that works on your Orderful account. Orderful's team can see a summary of what it does and steps in when it can't help.

Does it remember our past conversations?
Not across threads. Each time you mention it, it reads the thread it was mentioned in. Keep related questions in one thread, and start a new message for a new topic.

Can colleagues from my company use it?
Yes. Anyone in the shared channel can ask it questions. Changes can only be confirmed by the person who requested them.

Can I use it in a direct message?
No. It works in your shared channel only.

Can it read a file or screenshot I post?
Yes, if it's posted in the same thread: images, PDFs, and text files such as CSV, JSON, XML, or raw EDI, up to 10 MB each. See The agent couldn't open my file if it can't.

Will it ever change something without asking?
Only small, easily undone updates, such as marking a testing checklist step done. Anything that sends to a partner or changes your configuration needs your confirmation first.

Can it see other customers' data?
No. It's limited to your company's Orderful account and public trading partner information. See Privacy, Security, and Limits.

Is it available all the time?
Not guaranteed. The agent is in beta, so it may occasionally be slow or unavailable. If it doesn't react with 👀 within a few minutes, mention it again later, or tag your Orderful contact for anything urgent.

Can every Orderful customer use the agent?
Not yet. During the beta it's available only to customers Orderful has invited, and only in a shared Slack channel with Orderful. Ask your Orderful representative if you're interested.

Where do I send feedback?
Tell your Orderful representative, or post it in your shared channel. Beta feedback directly shapes what the agent does next.

Related

Updated about 2 hours ago

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