> ## Documentation Index
> Fetch the complete documentation index at: https://docs.salesfinity.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ari troubleshooting

> Symptom-by-symptom guide for support: Ari not responding, actions not happening, approvals stuck, responsibilities not running, wrong data, and credit questions.

Start with the feed on the Ari page: every run, approval and question is there with its outcome,
and the work log has every action. Most questions are answered by opening the run.

## Ari does not respond

<AccordionGroup>
  <Accordion title="No reply in Slack at all">
    In order: Settings › Ari shows Slack connected and the test message arrives; Ari has been added
    to the channel you mentioned it in; your Slack user is linked (DM Ari; if it replies with a
    link, open it while signed in to Salesfinity). See [Slack setup](/ari/slack-setup).
  </Accordion>

  <Accordion title="Ari replied once, then went quiet mid-task">
    Open the run in the feed. It is usually paused on an approval or a question that was posted in
    the thread and scrolled past. Decide it and the run resumes.
  </Accordion>

  <Accordion title="Ari says it cannot reach something">
    The integration is not connected for your team, or not for you. CRM, mailbox and calendar
    connections are under Settings › Integrations; a mailbox connected to the sequencer is not
    automatically readable by Ari unless it is a connected Gmail or Outlook account.
  </Accordion>

  <Accordion title="Ari answers in the app but not in Slack, or the reverse">
    They are the same employee with the same permissions. Slack-only failures are connection or
    linking problems above. App-only failures are usually a paused run waiting in the feed.
  </Accordion>
</AccordionGroup>

## An action did not happen

<AccordionGroup>
  <Accordion title="Ari said it would update the CRM but nothing changed">
    Open the run. Either the write is waiting for approval, it was rejected, the class is blocked
    in the action policy, or the CRM refused the write (permissions, a required field, a
    validation rule). The run log shows the CRM's error text.
  </Accordion>

  <Accordion title="Ari drafted an email but did not send it">
    That is by design. Ari does not send. The rep sends the draft, or the sequencer sends it as the
    rep under the team's rules.
  </Accordion>

  <Accordion title="People were not enrolled in the sequence">
    Enrollment through Ari goes through the same preview and rules of engagement as any other
    enrollment. The run shows the preview: who was refused and why (policy, suppression, already
    enrolled, throttle). See [Enrolling people](/sequencer/enrolling-people).
  </Accordion>

  <Accordion title="Enrichment returned fewer fields than asked">
    The run reports the facets that were found, not found, and skipped. Paid facets that were not
    approved are skipped, not failed. Only found facets are charged.
  </Accordion>

  <Accordion title="Ari refuses to run a paid lookup or a delete without asking, even though the policy says Auto">
    Paid enrichment and delete can never be Auto. The setting is saved as Approve. This is
    intentional.
  </Accordion>
</AccordionGroup>

## Approvals

<AccordionGroup>
  <Accordion title="An approval is stuck pending">
    Approvals do not expire on their own. Decide it from the feed or the Slack card. If the run it
    belonged to was deleted or the responsibility was removed, reject it to clear it.
  </Accordion>

  <Accordion title="Someone else approved my run">
    Team admins can decide any approval on the team. The work log records who did.
  </Accordion>

  <Accordion title="The card says a different count or cost than I expected">
    The count is what the action would touch after matching and dedupe, which is often smaller than
    the list. The cost is the maximum; only successful paid lookups are charged.
  </Accordion>
</AccordionGroup>

## Responsibilities

<AccordionGroup>
  <Accordion title="A scheduled responsibility did not run">
    Check, in order: it is not paused; the schedule's timezone is right (a 9 AM schedule set in UTC
    runs at 9 UTC); it has run before (open the runs list; if the last run failed, the error is
    there); Slack delivery is connected if it delivers to Slack.
  </Accordion>

  <Accordion title="An event-triggered responsibility never fires">
    The filter is probably too narrow, or it compares a field the event record does not have.
    Equals and comparisons do not match a missing field; not-equals does. Remove the filter, run a
    test, then add it back one condition at a time.
  </Accordion>

  <Accordion title="It fires too often">
    Sub-hourly cadences on a busy team produce a lot of runs. Move to hourly or daily, or add a
    filter to the trigger. Runs that find nothing to report still count as runs.
  </Accordion>

  <Accordion title="The report is stale or repeats yesterday">
    The responsibility has no watch source, so it is working from what it was told at setup. Add a
    watch (the thread, channel, record or URL) so each run re-reads the live state.
  </Accordion>

  <Accordion title="Results go to the wrong place">
    Open the responsibility and change its delivery. A monitor created from a thread reports to
    that thread by default.
  </Accordion>

  <Accordion title="A proposal keeps coming back">
    Dismiss it. Dismissed proposals are remembered and not re-proposed. Accepting and then deleting
    the responsibility does not count as a dismissal.
  </Accordion>
</AccordionGroup>

## Heartbeat

<AccordionGroup>
  <Accordion title="Nobody gets a morning note">
    The heartbeat is off by default. An admin enables it and sets times and timezone under
    Settings › Ari › Heartbeat. Slack must be connected for the note to arrive in Slack.
  </Accordion>

  <Accordion title="A rep gets no note while others do">
    The pre-check found nothing for them: no follow-ups due or overdue, no calls since the last
    tick, nothing waiting. Silence is the intended result.
  </Accordion>
</AccordionGroup>

## Data and accuracy

<AccordionGroup>
  <Accordion title="Ari matched the wrong CRM record">
    Matching prefers email, then phone, then name plus company. Fix the record's email in the CRM
    and ask Ari to try again. When two records match, Ari asks a question rather than guessing.
  </Accordion>

  <Accordion title="Ari created a duplicate">
    Creating missing records on push is a setting on the CRM integration. If it is on and the
    existing record had no email or phone to match on, a duplicate is possible. Merge in the CRM
    and consider turning create-on-push off.
  </Accordion>

  <Accordion title="Ari's answer about a prospect is out of date">
    Web research is fetched at run time; CRM facts are cached briefly. Ask Ari to refresh, or add
    the record as a watch source on a responsibility.
  </Accordion>
</AccordionGroup>

## Credits

<AccordionGroup>
  <Accordion title="Where did the credits go?">
    Settings › Ari (admins) shows the last 30 days by feature and by day. Paid enrichment is the
    usual large item; every paid run was approved on a card that showed its cost.
  </Accordion>

  <Accordion title="Can I see credits per rep or per action?">
    No. Spend is shown at team level only, by design.
  </Accordion>
</AccordionGroup>