FAQ
These are the questions that come up most often once teams move from setup into real operation.
Publishing and release
Do I need to publish every time I change the agent?
If you changed live agent behavior, publish the agent in Editor.
If you changed channel settings that affect the live surface, publish the channel too.
Why does the live URL open, but there is no usable agent?
The most common reason is that the channel exists, but the agent version has not been published yet.
Go back to Editor, publish the agent version, then test the live URL again.
When should I use a web channel instead of API access?
Use a web channel when you want the fastest path to a live stakeholder or customer experience.
Use API access when you want to build and control the client experience yourself.
Feedback and optimization
How should stakeholders give feedback?
Ask them to click Improve on the exact reply that felt wrong and leave a short natural-language comment.
They do not need to diagnose the root cause.
How do I turn a bad conversation into a test case?
Open the thread in Histories and click Add Case.
This is the fastest way to turn a real failure into something you can protect in Test Suite.
What makes a strong Standard in Test Suite?
Write Standard as a checklist of observable requirements, not as a vague hope.
For example, say what the reply must include, what it must avoid, and what decision boundary it must respect.
Data and configuration
When should I use Attachments instead of Knowledge Base?
Use Attachments for files the agent should follow every turn.
Use Knowledge Base for larger reference material the agent should search only when relevant.
Why is my updated Notion or Google Drive file not affecting the agent yet?
Treat connected material as a managed snapshot.
If the source changed in a meaningful way, refresh the connected copy and retest the relevant questions.
Access and collaboration
When should I use whitelist mode?
Use whitelist when the rollout should stay controlled, such as an early stakeholder pilot or a limited expert review.
What is the difference between Organization and Workspace?
Organization is the broader team boundary.
Workspace is where a specific agent, its histories, channels, and operators live.
More help
If a problem is repeatable in a real thread, the fastest internal troubleshooting path is usually:
- open the thread in
Histories - ask Copilot what likely caused it
- decide whether to change instructions, tools, or data
- save the case if you never want to miss it again