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Troubleshooting & FAQ
Help
Troubleshooting & FAQ
Most surprises in Resonant IQ come down to two things: the nightly pipeline hasn't caught up yet, or a read is a low-confidence lead rather than a fact. Here's how to tell which — and when to bring in a human.
5 min read
Applies to all roles
CS Leader
CSM
Support Agent
Admin
Before anything else, two facts explain most of what looks off. The intelligence pipeline runs nightly, so today's conversations show up tomorrow. And every read carries a confidence score — a low one is a lead to verify, not a mistake. Keep both in mind as you scan the fixes below.
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Every read traces back to its evidence.
If something looks wrong, open the card and read the conversations behind it first. Nine times in ten the answer is right there.
Common issues
I don't see any evidence yet
A freshly connected workspace looks empty until the first nightly run completes, and again while historical backfill catches up on older conversations.
Try: give it one overnight cycle. If a source still shows nothing after that, re-check the connection in Connect your tools.
A signal looks wrong
A low-confidence card is doing its job — flagging a maybe, not asserting a fact. Severity is how much it matters if it's right; confidence is how sure the read is.
Try: open the card and read its evidence. If the read genuinely misses, you can overrule it — your correction stays on record alongside the original. More in Signal & card types.
An account or contact is missing
Accounts and contacts are built from the tools you've connected. If a customer only exists in a source that isn't connected, Resonant IQ can't see them yet.
Try: confirm the relevant CRM or helpdesk is connected, then wait one cycle for the account to be reconstructed from its activity.
The numbers look out of date
The hub reflects everything through yesterday. Health scores, signals, and Insights cards all refresh on the same nightly cadence — they won't move the instant a new conversation lands.
Try: check the “last updated” timestamp. If it's more than a day stale, that's worth reporting.
Frequently asked
How often does Resonant IQ update?
Once a night. The full pipeline re-reads both streams and rebuilds scores, signals, and Insights cards, so the product reflects everything through the previous day.
Can I correct a read I disagree with?
Yes. You can confirm or overrule things like champion status and signal accuracy. Both your view and the original read stay on record — nothing is silently overwritten.
Why do two similar problems show as one card?
Cards are deduplicated. Twelve accounts raising the same capability gap become one card that says “12 accounts,” each with its own evidence attached. The point is the pattern, not the pile.
A card disappeared — where did it go?
Cards expire as the evidence behind them ages out. A churn alert no longer supported by recent conversations clears itself, so the hub stays a list of what's true now rather than a graveyard of old warnings.
Who can see what?
Access follows the roles set when your team was invited. If you're missing a view you expect, your workspace admin can adjust it — see Invite your team.
Still stuck?
If a fix above didn't do it — or something looks genuinely broken rather than just fresh — reach a human. Include the signal ID or account name and roughly when you noticed it; that's usually all we need to trace it.