Troubleshoot agents

Start with the surface where the failure is visible, then work inward: access, enabled state, evidence, channel binding, and finally the surrounding Automation.

The Agents page is missing

Symptoms: agents.infra.one redirects unexpectedly or the organization path returns not found.

Check:

1. You are signed in to the intended Infra One account.
2. The URL contains the correct organization slug.
3. The Agents service is enabled for the organization.
4. Your user has organization-admin access with permission to manage agents.

A not-found response can be the intentional result of a disabled feature or missing capability.

The agent gives an unsupported or stale answer

1. Read the System prompt and confirm it defines uncertainty behavior.
2. Find the relevant Knowledge source.
3. If it says Never fetched, use Fetch now.
4. If it says Error, open the URL outside Infra One and check availability, authentication, redirects, and text content.
5. If it says OK, compare the last fetch time with the source edit.
6. Ask a question whose answer exists verbatim in the source.

If that direct test passes but the original question fails, narrow the prompt or split a broad source into focused pages.

The agent is silent in Slack

Check in this order:

1. The agent card shows Enabled.
2. Slack shows Connected to the expected workspace.
3. The channel is present on the Slack card.
4. The channel is paired with this agent.
5. Its mode is Mentions, not Off.
6. The bot is a member of the channel.
7. Your test actually mentions the bot.

For direct messages, confirm Direct messages selects an agent rather than No DM agent….

An Automation cannot select the agent or channel

The Agent message action shows only enabled agents. After selecting one, Slack channel shows only enabled channels bound to that agent. Fix those states on the Agents service, then reload the Automation form.

A recent change had no effect

• Prompt and settings changes require Save.
• Knowledge edits require a subsequent successful fetch.
• Slack changes must affect the exact workspace and channel used by the interaction.
• An Automation may still be disabled even when its agent is enabled.

When to escalate

Capture the organization slug, agent name, surface, approximate time, expected behavior, actual behavior, knowledge-source state, and—when an Automation is involved—the relevant run status and error category. Never include a signing secret, OAuth token, or confidential conversation body in an ordinary support message.