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Troubleshooting Gleanbot
Troubleshooting Gleanbot

Get Gleanbot to answer common questions

Vivek Choksi avatar
Written by Vivek Choksi
Updated over a week ago

Learn more about what Gleanbot does and how to set it up here.

Why isn’t Gleanbot automatically answering a question?

There are many possible reasons.

1. Gleanbot may not be set up properly.

  • Is Gleanbot enabled in the Slack channel where you’re noticing the issue?

  • Within Slack, is the Glean app added to the channel? See Slack’s instructions for how to add apps to a channel.

  • Is the channel an external channel? Gleanbot only responds in internal channels, in order to prevent private information from being unintentionally shared.

  • Is the Glean app set up with the correct scopes? The required scopes are listed in Glean Admin Workspace Settings > Apps > Slack > Setup.

2. The person who asked the question may not have access to Glean Assistant.

Gleanbot is only available to users who have logged into Glean and have Assistant access.

3. Gleanbot may not have a confident answer to the question.

Gleanbot only responds automatically when specific conditions are met, including:

  • The message is a question, and it’s posted at the channel level and not within a thread

  • The message does not tag specific people to answer or take action

  • Glean Assistant is able to generate a high confidence response, using the permission set of the person who posted the question

You can try asking the same question and tagging @Glean directly.

4. Gleanbot has hit a rate limit.

If Gleanbot has received a high rate of questions, it may not be able to respond. Try asking the question again later.

5. The question is in a thread.

Gleanbot currently only responds to channel-level messages in order to avoid the potential noise caused by jumping into a conversation that is already happening between people in a thread.

Why is Gleanbot taking a long time to answer a question?

It takes up to a minute for Gleanbot to generate a full answer to a question and evaluate whether it’s worth showing. This is because generative AI applications inherently take time to produce responses.

Why aren’t emojis showing up when Gleanbot is triggered?

1. Be sure to add Glean to each of the Slack channels you wish it to work in. See Slack’s instructions for how to add apps to a channel.

2. If emojis still don't show up, ask your Slack admin to check if reactions:write is added as a Bot Token Scope under > Glean > OAuth & Permissions. If not, that scope needs to be added and the app needs to be republished.

How do I disable the suggestions for just one user?

Ask them to go to Your Settings in Glean and toggle off "Show suggestions for questions asked in Slack."

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