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This page answers common questions from admins and operators.

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AI settings

Check the following:
  1. Confirm the save completed: Look for a “Saved” confirmation message. If it did not appear, click Save again.
  2. Try the next message: AI setting changes take effect from the next message, including in sessions already in progress. Earlier replies are not affected.
  3. Browser cache: Try a hard reload (Ctrl+Shift+R / Cmd+Shift+R) and check again.
If the issue persists, see Diagnose connection errors and AI response delays.
The referenced knowledge may be outdated or incomplete. Update the source by following Add knowledge. Admina support manages the AI model selection, so contact support with accuracy concerns.
Check the system default language setting.
  1. Open Settings > Admin > System settings
  2. Confirm that System language is set to Japanese
For more details, see AI response language.

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Member management

Check the following:
  1. Invitation link expiration: Invitation links have an expiration date. If expired, cancel the invitation and create a new one.
  2. Email address match: Confirm the user is logging in with the email address specified in the invitation.
  3. Invitation is not canceled: In the member list, verify that a row labeled “Pending invite” still appears for this invitation.
Deletion is not possible in the following cases:
  • Your own account: You cannot delete your own account. Ask another Admin to do it.
  • Last Admin: If you are the only Admin in the tenant, you cannot be removed. First assign the Admin role to another member.
If an error message is displayed, check the message content for guidance.

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Session settings

This is by design. Auto-close is meant to happen after a reminder is sent, so the auto-close threshold must always be greater than the reminder threshold.If you want auto-close to happen without a reminder, set the reminder threshold to a very large value (for example, 168 hours) and set the auto-close threshold to at least 1 hour more than that.
Check the following:
  1. Auto-close is enabled: In Settings > Agent > Session lifecycle, confirm that Auto-close enabled is on.
  2. Threshold value: Confirm the auto-close threshold is set to the intended value.
  3. Last message timestamp: Auto-close is triggered based on the time elapsed since the last message in the session. Check the last message timestamp in the session detail view.
Reminders are posted in the original chat thread (Slack, Teams, and so on) where the requester messaged. Check the following:
  1. Reminder threshold: In Session lifecycle settings, confirm the threshold is set to the intended value.
  2. Last message timestamp: The reminder is sent a set number of hours after the session’s last message. Check the last message timestamp in the session detail view.
  3. AI already suggested completion: If the AI already suggested closing the session, no reminder is sent.

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Other

Check the following:
  1. Role check: Accessing the AI Helpdesk admin console requires the Admin or Operator role.
  2. Admina login: Confirm you are logged in to Admina.
  3. Tenant check: If you have access to multiple tenants, confirm you have selected the correct one.
If the issue persists, contact Admina support.
Each tenant’s inquiry content (sessions) is kept separate, and other tenants cannot view it.Within the same tenant, members with the Admin or Operator role can view sessions in the admin console. Other employees cannot access the admin console. For other employees, the Home tab of the Helpdesk Bot app in Slack shows only the inquiries they sent.Note that members of a channel or space can also see inquiries sent there, because of how the chat tool works.
AI Helpdesk does not restrict responses based on the user type in the chat tool, such as guest or member. If the bot does not respond to a guest user, check the following, just as you would for any other user:
  1. Check that the bot has joined the channel or space. The bot does not respond to messages in channels or spaces it has not joined.
  2. Check that the new inquiry mentions the bot. This is required in channels and spaces. Replies in the thread of an inquiry that has already started get a response without a mention.
  3. Check that DMs are enabled. The bot does not respond to DMs while DM enabled is off. The setting is under Settings > Admin > System settings.
  4. Check that the message comes from a connected workspace. The bot does not respond to messages from users in workspaces that are not connected to AI Helpdesk.
The AI agent attaches images contained in the knowledge it references when they help answer the question, up to 5 images per reply. The AI agent posts the images after the reply text.The AI agent attaches only images stored in knowledge. Replies based on web search results do not include images from web pages.To use images in replies, register knowledge that contains them. For which images knowledge can store, see Add knowledge. For how each chat service receives images, see AI Helpdesk integrations overview.
For detailed diagnostic steps, see Diagnose connection errors and AI response delays.

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Still not resolved?

If none of the above resolves your issue, run a detailed diagnosis. Follow the steps in Diagnose connection errors and AI response delays. You can also contact Admina support.
Last modified on October 5, 2026