Fix the AI Advisor not answering, a bring-your-own-key that stopped working, a digital agent that won't run, and alerts that aren't firing.
How-to guides: AI Advisor & BYOK, Digital agents, Alerts.
AI Advisor
"The Advisor returns a 503 / won't answer." There's no usable AI key: the CoverGuard-managed key is unset and you have no BYOK key. Add a BYOK key, or (if managed AI should be on) contact support. Advisor chat is also free-tier capped at 5 interactions lifetime — if you're out, upgrade.
"The Advisor panel isn't showing." The AI Advisor is on for all roles by default. If it's hidden, it may have been turned off for your persona in Sys Admin → Feature Flags. On mobile it starts minimized as a bubble — tap it to open.
"Answers seem off." The Advisor is decision support and can make mistakes. For binding quotes or account changes, use the real workflows or contact support.
BYOK keys
"'Your key stopped working — re-connect.'" Your provider rejected the key (rotated, revoked, or out of quota). Re-enter a valid key in Account → Settings → AI & Models; the status flips back to active and CoverGuard evicts the bad cached client. Meanwhile it auto-falls-back to the managed key so you're not stranded.
"Saving my key says 'try again' / validation unavailable." A transient provider outage made validation inconclusive — CoverGuard returns VALIDATION_UNAVAILABLE rather than reject a possibly-good key. Retry shortly.
"I can't save a key — rate limited." Key-save attempts are rate-limited per user (each one live-validates against the provider) to blunt abuse. Wait out the window and retry.
"Why did a super-admin viewing my account not use my key?" By design — super-admins and act-as sessions always use the managed key, never your BYOK key or spend.
Digital agents
"My agent didn't run." Most common causes, in order:
- It's still paused. Out-of-the-box agents ship PAUSED. Open Agents → Activate.
- A temporary platform hiccup. Scheduled runs execute on CoverGuard's background
workers; if they're briefly unavailable a run can be delayed. Try Run now.
- No AI key. A run with no usable AI key lands as FAILED — check that the platform's
AI is available, or connect your own under Account → AI & Models.
"'The background worker queue is unavailable' on Run now." That's a temporary platform issue — the run couldn't be queued. Try again in a moment; the failed run records the reason in its history. If it persists, contact [support](mailto:support@coverguard.io).
"A run failed — how do I see why?" Open the agent's run history; failed runs store a classified cause and a fix hint.
"I'm not getting briefing emails." Email needs both: your global "Agent briefing emails" master toggle on (Account → Settings → Notifications) and the per-agent email opt-in. The bell + push fire regardless. FAILED runs are never emailed, and manual "Run now" never notifies/emails (you see it live).
"I can't create a custom agent." Custom-agent creation is paid-tier. The auto-provisioned out-of-the-box fleet stays runnable on every plan.
Alerts
"No carrier-exit alerts." Carrier-exit alerts run automatically on a Professional plan — there's no toggle. They only fire for saved properties, and only on an actual writing-status change (actively-writing → not). Save the property, and alerts appear on your dashboard.
"No renewal alert." The daily scan needs a client's renewal date set (Clients → client → Current insurance). Without it there's nothing to scan. Alerts fire as the renewal crosses the 60/30/7-day windows, deduped per window.
"I don't see any alerts." Alerts are a Professional-tier feature and surface as dashboard widgets (a carrier-exit widget + the "Do next" triage) — there's no separate Alerts tab, and nothing to switch on. On a lower plan they don't run. See Billing & plans.