> ## Documentation Index > Fetch the complete documentation index at: https://docs.extole.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting Extole Chat > Open Extole Chat, accept the AI Terms, recover a chat list or reply that failed, and approve a step that needs a higher access mode. ## Overview Extole Chat is the assistant in the left navigation of My Extole. It answers questions about your account and, depending on the conversation's access mode, can change drafts, publish, or issue rewards. Use this page when Extole Chat is missing, will not send, does not load, or asks for a higher mode. For what Extole Chat is for, see [Extole Chat](/product/extole-chat/index). For access modes and data, see [Access Modes and Data](/product/extole-chat/advanced). ## Open Extole Chat 1. In the left navigation, click the chat entry marked with a sparkle icon. 2. Click **New chat**, or choose a conversation under **Recent chats**. 3. Click **All chats** to see every conversation. **New chat** opens the panel beside the page you are on. The full-page view is at [my.extole.com/chat](https://my.extole.com/chat). Press Enter to send, or Shift+Enter for a new line. You can write your next message while a reply is still running. It shows as **Queued** and sends when the current reply finishes. ## Extole Chat Is Missing Extole Chat is not available in every account. If the left navigation has no chat entry, contact your Extole team. Cate, the pink chat icon, is a separate support chatbot. Opening Cate does not open Extole Chat. ## You Cannot Send a Message Before your first message, check **I agree to the AI Terms** below the message box. Send stays disabled until you do. You are asked again when the terms change. If the notice says **Could not load your terms acceptance.**, click **Try again**. ## The Chat List Will Not Load When **All chats** cannot load your conversations, the page says **Chats could not be loaded**. Click **Try again**. ## A Reply Fails or Takes a Long Time When a reply fails, an error appears in the conversation. Send your message again. If the conversation says **The assistant is taking longer than expected. Check back in this conversation shortly or try sending your message again.**, open the conversation again a little later before you resend. The reply may still be in progress. ## Extole Chat Asks for a Higher Mode Publishing, issuing a reward, and account-level changes need **Full access**. Creating and changing drafts need **Build**. A new conversation starts in **Build**. When a step needs a higher mode, Extole Chat stops before that step runs and shows a card that names the mode it needs. 1. Read the card to see what Extole Chat is about to do. 2. Click **Switch to Full access**, or the switch button for the mode the card names. Extole Chat continues the work it paused. You do not need to send the request again. You can also choose the mode before you send from the mode control on the message box. Your role in My Extole still applies, and a higher mode does not give Extole Chat permissions you do not have. A publish or a reward issued in **Full access** carries the same permissions and audit logging as if you made it yourself. Read the draft before you approve it. ## A Number Does Not Match Your Reports 1. Open the report card in the reply, or run the same report yourself for the same dates. 2. Check that your question named the program, the side of the journey (advocate or friend), and the period you meant. 3. On the reply, click thumbs-down and add a reason, or click **File a support ticket**. ## A Chat Is Getting Long After you have sent 15 messages in one chat, a banner says **This chat is getting long**. Click **New chat** to start your next task in a new conversation, or click **Dismiss** to keep going. The earlier chat stays under **Recent chats** and **All chats**. ## What Not to Paste Never paste an access token, a password, or another credential into the message box. Extole Chat already uses your My Extole sign-in. Do not send financial account numbers, government-issued identifiers, protected health information, or other data the [AI Terms](https://my.extole.com/chat/terms) prohibit. ## Related topics - [Extole Chat](/product/extole-chat/index.md) - [Access Modes and Data](/product/extole-chat/advanced.md) - [Microsoft Copilot](/technical/extole-ai-tools/extole-mcp-server/setup-copilot-studio.md) - [ChatGPT](/technical/extole-ai-tools/extole-mcp-server/setup-chatgpt.md) - [Quick Troubleshooting Guide](/guides/notifications-and-troubleshooting/troubleshooting/quick-troubleshooting-guide.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.