Troubleshooting Chat | TurnkeyGTM Support

Chat not using my knowledge

If chat responses don't seem to draw from your uploaded documents:

Make sure your documents are processed. Visit the Upload page and confirm your documents have finished processing. Documents still in the queue haven't been indexed yet.
Check that entities are approved. Extracted entities need to be in the Approved state to be included in chat responses. Open your Review Queue and approve any pending entities that are relevant.
Ask more specific questions. Broad questions may produce general responses. Try referencing specific topics, customers, or timeframes. For example, instead of "What are our challenges?" try "What pain points did customers mention about onboarding in Q1?"

Generic responses usually mean Upstream doesn't have enough relevant knowledge to draw from:

Upload more documents. The more relevant content you provide, the more specific and grounded chat responses become. Transcripts, call notes, and customer feedback are especially valuable.
Ask more specific questions. Narrow your question to a particular entity type, customer segment, or time period.
Reference specific entities. If you know a particular Pain Point or Objection exists in your knowledge graph, mention it directly in your question.
Check your knowledge graph. Browse the Knowledge Browser to see what entities are available. If the topic you're asking about isn't represented, upload documents that cover it.

Upstream includes citations when chat responses reference specific documents or entities from your knowledge base. Citations may not appear when:

The response draws on general knowledge. If your question doesn't match content in your knowledge graph, Upstream may answer from its general training data, which doesn't produce citations.
Multiple sources contribute. When a response synthesizes information from many sources, individual citations may not be shown for every statement.
The knowledge is from approved entities. Citations link back to source documents. If the relevant entities are present but their source documents aren't clearly linked, citations may be incomplete.

To get more citations, ask questions that are closely aligned with content you've uploaded.

Your chat sessions are saved automatically. If you can't find a previous conversation:

Check the chat history. Open the chat sidebar to see your previous sessions listed by date and topic.
Look for the right session. Sessions are named based on your first message. Scroll through the list or search for keywords.
Make sure you're signed in to the right account. Chat history is tied to your account. If you're using multiple accounts, switch to the correct one.

Chat history persists across devices, so you can pick up a conversation on any device where you're signed in.

Email us at hello@getupstream.ai — we read every message.