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?"

Responses seem generic

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.

Citations missing

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.

Chat sessions save automatically after a completed response, but a generated response alone does not confirm that it was saved. If you see saving this conversation could not be confirmed, keep the chat open and copy your draft before navigating away. Check chat history and any affected artifacts before sending again: some writes may already have succeeded, and repeating the request could repeat an artifact change. The draft recovery is local to the open chat, not a durable backup.

If you see Artifact changes were already saved, but this chat could not finish, the artifact save succeeded before a later chat failure. The failed turn may be absent from chat history. Copy your draft, inspect the saved artifact and chat history, and do not repeat the request to recover the conversation. This notice does not restore a missing transcript or undo the artifact change.

If you see A wiki proposal from this turn is already waiting on the Review screen, but this chat could not finish, the AI proposed a wiki page or edit before the chat failed. Nothing on the wiki has changed: the proposal waits on the Review screen like any other. Decide it there before asking again, so the same change is not proposed twice.

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.

Suggested follow-ups or the emoji suggestion do not appear

Suggestions are optional extras: the conversation works without them. They appear only after a completed exchange in a saved conversation, never when you reopen one. If the chat backend has not been updated, if the AI service is busy, if you have reached your plan's monthly limit, or if more than thirty suggestion requests were made in an hour, none are shown and nothing else changes. A notice reading Suggestions are unavailable right now or Suggestions are paused for a while; chat is unaffected means exactly that.

Emoji could not be saved

Use one emoji, or leave it empty means the value was not a single emoji (letters, several emoji, or symbols other than emoji are refused). The backend did not confirm the emoji. Nothing was saved. means the chat backend predates emoji identifiers; the conversation keeps its name and works as before.

Still need help?

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