> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rootly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix Rootly AI in Slack or Microsoft Teams when it stays silent, refuses a request, or misreads an incident, and learn the limits behind deliberate refusals.

Most issues resolve with one of the fixes below. If yours doesn't, contact your Rootly account team.

For setup and platform-specific issues, see [Slack-Specific Troubleshooting](https://docs.rootly.com/ai/communication-channels/slack.md#slack-specific-troubleshooting) or [Teams-Specific Troubleshooting](https://docs.rootly.com/ai/communication-channels/microsoft-teams.md#teams-specific-troubleshooting).

## Quick Fixes

| What you're seeing | The fix |
| :- | :- |
| Rootly AI asks you to contact your admin, or refuses to page or look up on-call | You need an Incident Response role. An admin assigns one in **Settings → Roles & Permissions**. |
| No reply at all | Check the Rootly status page and your chat tool's status page, then re-ask. |
| "It doesn't have access to that" | For Rootly data, your permissions are the ceiling: if you can't see it in the Rootly web app, Rootly AI can't show it to you. Private incidents are only accessible from inside their own channel. Connector data is scoped to the connected provider account described in its guide. |
| An action didn't happen | Read the thread. Rootly AI explains why in plain English; permission blocks and per-status or per-severity restrictions are the usual cause. |
| A clarification card expired | Cards last 60 minutes. Re-ask the question for a fresh card. |
| `"I reached the maximum number of steps for this request."` | The ask was too broad. Try `tell me about this incident` instead of `audit all our open incidents`. |
| A generic error | Wait a moment and re-ask. If it keeps failing, tell your Rootly admin or account team. |
| Requests pausing after heavy use | The per-team token budget resets within 60 seconds. If you hit it often, ask your account team about higher limits. |
| It picked the wrong record between two similar names | Answer from the clarification card's options instead of retyping the name, and prefer exact, unique names. |
| A wrong or off answer | Click 👎 and pick a category. Feedback informs prompt and tool improvements; it does not directly retrain the model. |

***

## If It Refuses a Request

Refusals are usually deliberate scope, not failures. Rootly AI's native tools do not touch production systems, page through third-party vendors, write code, or change external platform configuration. A connector can expose separately governed external actions; see its connector guide for the exact tools and permissions. The full list of native limits lives at [What Rootly AI Can't Do](https://docs.rootly.com/ai/communication-channels/what-to-use-rootly-for.md).

***

## Good to Know

* Times render in your **team's time zone**. Ask for UTC, your own time zone, or any IANA zone and Rootly AI converts.
* **Rootly AI in Web is read-only by design**; Rootly-native write actions live in incident channels in Slack and Microsoft Teams, and on mobile, while supported connector actions follow their own surface and permission rules.
* **Rootly AI on Mobile** takes incident updates such as status and severity, confirming with you before anything runs. Paging and status page publishing stay in your chat tool.
* **Tenant isolation is enforced by design.** Rootly AI never surfaces incidents from teams you don't belong to.

***

## Related Pages

> [card] [AI Agent in Communication Channels](https://docs.rootly.com/ai/communication-channels/overview.md)
>
> What Rootly AI is and everything it can do.

> [card] [Using Rootly AI](https://docs.rootly.com/ai/communication-channels/using-rootly-ai.md)
>
> How clarification cards work and how actions run.

> [card] [What to Use Rootly AI For](https://docs.rootly.com/ai/communication-channels/what-to-use-rootly-for.md)
>
> The full catalog of prompts, grouped by use case.


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