When Hiro gives an unexpected answer or a workflow does not finish, first check the source and the destination. Then capture a short, specific report so the Aptly team can investigate what happened.
Before you begin
- Note the organization, page or board, time, and timezone.
- Keep the original request and the relevant answer or error available.
- Before trying a save, create, or send again, check whether the first action completed. This helps avoid duplicate records or messages.
- Remove unrelated personal or customer information from screenshots and examples.
Check the symptom
Hiro is missing
- Confirm that you are in the intended organization.
- Check the launcher position used for your account, such as the app header or left sidebar.
- Ask your administrator or dedicated Aptly team to check organization access and your role.
Do not change unrelated permissions or assume that the feature is included in every plan.
The answer is incomplete or counts do not match
- Open the underlying board or record.
- Match the filters, date range, and archived-record scope.
- Compare the fields or counts with the answer.
- Note the precise mismatch, including any missing stage or omitted field.
- Ask a narrower read-only question if helpful. Include both the answer and the source comparison in a report if the issue continues.
A task or email draft has incorrect details
- Read the actual task form or email composer, not only Hiro’s explanation.
- Check the task’s assignee and due date, or the email’s sender and recipient.
- Correct the draft if the intended change is clear. Otherwise cancel or discard it.
- Do not send or create something merely to test whether the incorrect details will fix themselves.
A preference appears unchanged
- Reopen Identity → Soul and check the selected values.
- Confirm you selected Save changes for the Soul update.
- Allow the up-to-five-minute delay described on the screen, then test a simple request.
- If the behavior still differs, report the preference, a sample request, and the actual answer.
For Memory, include important context in the current request rather than relying on cross-chat recall.
A skill is disabled or a scheduled result is missing
- Check the skill’s organization availability and any listed schedule status.
- For a schedule, check whether you only filled out the setup form or completed a saved review.
- Record the expected run time and timezone.
- Do not repeatedly create the same schedule to test it. Check existing entries and results first.
Hiro shows a usage limit
- Open Settings and read the allowance information shown for your account.
- Note whether the limit is shared across the organization.
- Include the exact limit or error in your support report. Do not assume another account has the same allowance or reset time.
Prepare a support report
Use this template:
Subject: Hiro issue with [short description]
- Organization:
- Affected page or board link:
- Date, time, and timezone:
- What I asked Hiro to do:
- Steps I took:
- What I expected:
- What happened instead:
- Exact error or mismatched value:
- Did a task, document, message, or schedule already get created: Yes / No / Uncertain
- Can I reproduce it: Always / Sometimes / Not tried again
- Browser and device:
- Screenshot or short recording: Only the relevant screen, with unrelated sensitive information removed
Never include passwords, authentication codes, or secret keys. Prefer record links and a minimal example over copying an entire customer conversation.
What to expect
A useful report identifies one problem, the relevant source, and the result already observed. If the outcome of a save or send is uncertain, make that clear so the team can investigate without creating a duplicate.