Common issues

If you see an error when trying to delete a resource (for example, a professional or a room), it could be due to two reasons:

• The resource is assigned to active services: You’ll see the message “Cannot delete the resource while it is assigned to active service(s). Remove it from those services first.” To fix this, go to Reservations > Services, open each service that uses this resource, and remove it from the assigned resources list. Then try deleting it again.

• The resource has active reservations: You’ll see “Cannot delete the resource while there are active reservation(s) using it. Cancel or complete them first.” In this case, wait for the pending reservations to complete or cancel them manually before deleting the resource.

This message indicates that your role within the agent doesn’t have the permissions needed to perform the action you’re attempting.

Each agent member has a role that determines what they can and cannot do. If you need to perform an action your role doesn’t allow:

1. Contact the owner of the agent or an administrator.
2. Ask them to change your role or grant you the necessary permissions from Agent > Team.

The most restrictive actions (such as managing billing, deleting the agent, or changing advanced settings) are usually reserved for the owner or administrators.

If you uploaded files to the knowledge base but the agent doesn’t seem to use them in its responses, check the following:

1. Verify the file was uploaded correctly: Go to Agent > Knowledge and check that the file appears in the list.
2. Review the file content: Make sure the information is written clearly and organized well. The agent understands well-structured text better.
3. Check the system prompt: Go to Agent > System prompt and make sure the instructions tell the agent to use the knowledge base for its responses.
4. Test with a direct question: Make a test call or message asking something specific that’s in the file to verify the agent can find it.

Changes to the knowledge base apply to new conversations. Conversations already in progress may not reflect changes immediately.

This message appears when you’ve exceeded the storage limit available in your plan for the knowledge base. You’ll see “Your account’s storage quota has been exceeded. Delete some knowledge bases or upgrade your plan.”

To fix it:

• Delete files you no longer need: Go to Agent > Knowledge, select unnecessary files, and delete them.
• Upgrade your plan: If you need more space, go to Billing > Subscription > Change plan to access a plan with greater storage capacity.

Before uploading new files, make sure you have enough available space.

Knowledge base files cannot be edited directly within Aura. If you need to update the information in a file:

1. Go to Agent > Knowledge.
2. Delete the file you want to update.
3. Upload the updated version of the file.

This ensures the agent always works with the most current information. Changes apply to new conversations.

If your subscription shows the status Expired or Incomplete, it means there’s a payment issue:

• Expired: Your subscription payment wasn’t processed on time. Your agent may have limited functionality.
• Incomplete: The subscription process wasn’t completed (for example, if you closed the payment window before finishing).

To fix it:

1. Go to Billing > Subscription.
2. Click Reactivate subscription or Complete payment.
3. Verify that your payment method is valid and has funds.
4. Complete the payment process.

If your card was declined, update your payment method from Billing > Billing portal before retrying.

If the agent isn’t behaving as you want, follow these steps to diagnose and fix the issue:

1. Review the system prompt: Go to Agent > System prompt. This is the text that tells the agent how to behave. Make sure the instructions are clear, specific, and cover the scenarios you’re concerned about. For example, if you don’t want it to offer discounts, state it explicitly.

2. Review the knowledge base: Go to Agent > Knowledge and check that the information the agent has is correct and up to date. If there’s incorrect information, the agent will use it in its responses.

3. Review the enabled capabilities: Go to Agent > Capabilities and check that the features you need are turned on (calls, messages, reservations).

4. Make a test call: Call your agent as if you were a customer and observe its behavior. This will help you identify exactly what’s going wrong.

5. Review conversation history: In Messages or Calls > History, review problematic conversations to understand what the agent said and why.

Adjustments to the system prompt and knowledge base are reflected in new conversations, not ones already in progress.

To delete an agent you must be the owner. Keep in mind that this action is irreversible and will delete all agent information, including reservations, call history, conversations, and settings.

To delete it:

1. Go to Agent > Settings.
2. Scroll down to the bottom of the page.
3. Find the Delete agent option.
4. Confirm the deletion.

Yes. You can create and manage multiple agents from a single account. Each agent operates independently, with its own settings, plan, team, and integrations.

This is useful if you have multiple businesses or locations and want each one to have its own virtual assistant.

To create a new agent:

1. Click the agent selector at the top of the screen.
2. Select Create new agent.
3. Follow the initial setup steps.

Each agent will have its own independent subscription and billing.