Support Workspaces, Teams, And Automation

Match The Issue To The Surface

Use Teams for multi-agent work, Channels for message delivery, and Automations for scheduled or event-driven runs.

Team overview with specialists and connected apps

This page covers workspace configuration, teams, channels, automation, approvals, and enterprise-admin support.

Use This Lane For

Workspace And Team Checks

If the caller says something is “set up but not reaching the right people,” check:

  1. whether they are in the correct tenant
  2. whether the correct team or company is selected
  3. whether the expected channel or route is actually configured
  4. whether the caller expects employee routing or general team routing

Support should also ask whether the issue is:

Step-by-Step Workspace Runbook

  1. Ask which surface is failing. Normal workspace, agent team, channel delivery, or company automation.
  2. Ask which workspace or company the caller expected to use.
  3. Confirm whether the caller is looking at the same workspace, company, or team where the route was configured.
  4. Re-run the exact failing action only after the expected context is clear.

If the caller is in the wrong workspace or company, reconnecting or rerunning the task does not fix the real problem.

Channel Support

When channel behavior is wrong, separate:

Start with:

  1. which channel is affected
  2. whether it is connected
  3. whether the wrong room, thread, or recipient is being targeted

Then narrow it further:

  1. Is the connection broken, or is the message going to the wrong destination?
  2. Is the issue limited to one workspace, one team, or one company workflow?
  3. Did the workflow ever work, or is this first-time setup?

Step-by-Step Channel Triage

  1. Confirm the affected channel and account row.
  2. Confirm whether the failure is no delivery, wrong destination, or delayed delivery.
  3. Confirm the saved target. Team, room, thread, recipient, or route-specific destination.
  4. Confirm whether the caller expected tenant routing, company routing, or employee routing.
  5. Re-test the exact route after the target and scope are confirmed.

Use the public docs for deeper channel-specific guidance:

Automation And Company Support

The Automations screen shows the saved schedule, enabled state, and recent runs. Use those fields to separate configuration problems from failures during execution.

Automations with schedules and recent runs

Use this lane for:

Free-plan callers can connect apps and use chat, boards, and the coding subpage, but they cannot create or run their own automations, cron jobs, reminders, scheduled jobs, company tasks, or custom agents. The only Free automation exception is the system-managed daily Learn from Daily Activities memory learning job. If a Free caller expects a company task or automation to run, route the issue as an upgrade/plan-gate explanation before troubleshooting runtime behavior.

Support should confirm:

  1. whether the issue is on a normal tenant workflow or an auto-company workflow
  2. whether the caller expects a scheduled task, approval, escalation, or delivery
  3. whether the issue is setup-related or runtime-related

Helpful symptom buckets:

Step-by-Step Automation Runbook

  1. Confirm whether the failure is scheduling, approval routing, escalation, or final delivery.
  2. Confirm whether the failing path is a normal workspace automation or a company automation.
  3. Confirm whether the blocker is auth, routing, or runtime behavior.
  4. Re-run the exact failing automation only after the affected path is identified.
  5. If the issue depends on undocumented company-specific behavior, escalate instead of guessing.

Step-by-Step Approvals And Escalations

  1. Ask who was supposed to receive the approval or escalation.
  2. Ask where it actually went, or whether it never arrived.
  3. Confirm whether the route should use a channel, an employee route, or a voice escalation.
  4. Confirm the exact company or team context.
  5. Re-test only after the route target is confirmed.

Exact Click Path For Company Approval Policy

When the caller is asking how to change approval behavior inside one company:

  1. Click Auto.
  2. Open the company.
  3. Click Approvals.
  4. Scroll to Approval Settings.
  5. Use the mode cards for company-wide behavior.
  6. Use Per-App Rules for one app or integration.
  7. Click Save Approval Settings after making changes.

Exact Click Path For One-App Approval Rules

  1. Open the company.
  2. Click Approvals.
  3. In Approval Settings, switch to Semi-Supervised.
  4. In Per-App Rules, search for the app name.
  5. Expand the app row.
  6. Set the provider override or the per-action dropdowns.
  7. Click Save Approval Settings.

Enterprise And Admin Support

This lane is appropriate when the caller needs help with:

If the current public docs do not fully cover a company-admin feature, treat that as a known documentation boundary and escalate without inventing unsupported instructions.

Support should summarize the exact boundary before escalating: