> ## Documentation Index
> Fetch the complete documentation index at: https://hc.saas-manager.biz.nuro.jp/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Answers to common questions from AI Helpdesk admins and operators

This page answers common questions from admins and operators.

## AI settings

<AccordionGroup>
  <Accordion title="I saved settings but the AI behavior did not change">
    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 [Connection errors and AI response delays](/en/ai-helpdesk/troubleshooting/diagnosis).
  </Accordion>

  <Accordion title="The AI is giving incorrect information">
    The referenced knowledge may be outdated or incomplete. Update the source in [Knowledge management](/en/ai-helpdesk/knowledge/adding). Admina support manages the AI model selection, so contact support with accuracy concerns.
  </Accordion>

  <Accordion title="The AI responds in English even though Japanese is configured">
    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](/en/ai-helpdesk/ai/language).
  </Accordion>
</AccordionGroup>

## Member management

<AccordionGroup>
  <Accordion title="An invited user cannot join">
    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.
  </Accordion>

  <Accordion title="I cannot delete a member">
    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.
  </Accordion>

  <Accordion title="I cannot link a chat platform account">
    Check the following:

    1. **Workspace connection**: Confirm that a column for the platform (Slack / Microsoft Teams / Google Chat) is visible in the **Team members** table under **Settings** > **Admin**. If not, connect the workspace first.
    2. **Entry check**: In the linking dialog, enter the email address registered on that platform (or the user ID, for LINE WORKS only).
    3. **User not found**: Confirm the entry matches exactly what is registered on the platform.

    For more details, see [Member management](/en/ai-helpdesk/admin/members).
  </Accordion>
</AccordionGroup>

## Session settings

<AccordionGroup>
  <Accordion title="I cannot set the auto-close threshold to a lower value than the reminder threshold">
    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.
  </Accordion>

  <Accordion title="Sessions are not being auto-closed">
    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.
  </Accordion>

  <Accordion title="Reminder notifications are not being received">
    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 settings](/en/ai-helpdesk/admin/session-config), 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.
  </Accordion>
</AccordionGroup>

## Other

<AccordionGroup>
  <Accordion title="I cannot access the admin console">
    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.
  </Accordion>

  <Accordion title="The AI is not responding or responses are very slow">
    For detailed diagnostic steps, see [Connection errors and AI response delays](/en/ai-helpdesk/troubleshooting/diagnosis).
  </Accordion>
</AccordionGroup>

## Still not resolved?

If none of the above resolves your issue, follow the steps in [Connection errors and AI response delays](/en/ai-helpdesk/troubleshooting/diagnosis) for a detailed diagnosis, or contact Admina support.