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

# Troubleshooting

> Common issues and how to fix them.

If something feels off, this is where to look first.

<AccordionGroup>
  <Accordion title="Chat responses seem generic or unhelpful">
    **Be more specific.** Add context about your company, role, and what you're trying to accomplish. The more specific the question, the more specific the answer. See [Prompting tips](/tips/prompting).

    **Ask follow-ups.** Chat keeps context within a conversation. "Can you elaborate on that?" or "What else should I know about this?" usually unlocks more depth than starting over.

    **Check the citations.** If an answer has few or no citations, Chat is leaning on general LLM knowledge rather than the GetWhys research interview corpus. That's a signal to either get more specific or file a [Research Request](/features/research-requests).

    **Try a template.** The starter templates are tuned for common use cases and consistently produce better results than freeform questions. See [Templates](/features/templates).
  </Accordion>

  <Accordion title="Message Testing feedback doesn't seem relevant">
    **Check your persona setup.** If your personas are thin or vague, the feedback will be too. Make sure each persona has filled-in challenges, motivations, KPIs, and job titles. Use the **Test a persona** template in Chat to validate.

    **Check your brand voice setup.** Same problem in reverse: short, vague characteristics with sparse do's and don'ts produce sparse feedback. Specific, opinionated characteristics with concrete examples produce specific feedback.

    **Make sure you picked the right persona.** Easy to miss — confirm the persona selected at the top of the Message Test matches the actual target audience for the content.
  </Accordion>

  <Accordion title="I'm not getting the insights I need">
    **File a Research Request.** If GetWhys doesn't have enough relevant interview data for your topic, our team will interview people who can answer your specific question. See [Research Requests](/features/research-requests).

    **Upload Organization Data.** Combine your own win/loss interviews, sales calls, and research with the GetWhys research interview corpus. Often the gap is filled by data your team already has. See [Organization Data](/features/organization-data).

    **Refine your question.** Ask a follow-up in the same conversation, or start fresh with a more specific prompt. See [Prompting tips](/tips/prompting).
  </Accordion>

  <Accordion title="I can't access a feature I expect to have">
    Features can be restricted by user type or by your organization's settings. Check [User types](/getting-started/user-types) to confirm what your access level includes. If it should be available and isn't, contact your organization admin or email [team@getwhys.io](mailto:team@getwhys.io).
  </Accordion>

  <Accordion title="My Gong calls aren't showing up">
    Check that:

    * The Gong integration is still connected on the **Integrations** page
    * The Gong webhook is configured and active on the Gong side
    * Your Gong automation rule filter actually includes the calls you expect

    For backfills, allow time for processing — large date ranges can take a while.
  </Accordion>

  <Accordion title="A document I uploaded isn't searchable yet">
    Processing happens in the background and usually finishes within a few minutes for typical documents. Larger files or large batches can take longer. The document appears in your Organization Data list immediately, but it won't show up in Chat citations until processing finishes.

    If a document has been pending for more than 30 minutes, email [support@getwhys.io](mailto:support@getwhys.io).
  </Accordion>

  <Accordion title="I forgot a feature exists or I want to suggest one">
    Email [support@getwhys.io](mailto:support@getwhys.io). Feature requests go straight to the product team.
  </Accordion>

  <Accordion title="Anything else">
    Email [support@getwhys.io](mailto:support@getwhys.io) or message us through your organization's Slack/Teams integration.
  </Accordion>
</AccordionGroup>