Swivel Assistant
Swivel Assistant Troubleshooting and FAQ
Fixes for common Swivel Assistant and connected AI problems: the assistant can't make changes, messages or files won't send, out of AI credits, and MCP sign-in issues.
The Swivel Assistant
Section titled “The Swivel Assistant”I don’t see the sparkles button.
Section titled “I don’t see the sparkles button.”The button sits in the bottom-right corner of Swivel pages for signed-in users. If you don’t see it:
- Reload the page.
- Check that you are signed in to your Swivel account.
- If it’s still missing, contact the Swivel support team. See Need Help? Here’s How to Contact Support.
The message box says “Ask a question…” and the assistant won’t make changes.
Section titled “The message box says “Ask a question…” and the assistant won’t make changes.”On this page, the assistant can answer questions, fill in tickets and bring in the team, but cannot act in a Swivel account. This happens:
- On reseller pages. Reseller pages have no account for the assistant to work in.
- When you view another account as a reseller. The assistant acts only for the account’s own users.
- When you view a downline account through Network View. The assistant does not act in the downline account.
Open a page in your own account, and the box reads “Ask, or tell me what to do…”.
The assistant says my account is out of AI credits.
Section titled “The assistant says my account is out of AI credits.”Your account has no AI credits left, so the assistant can’t look up or change your data. Help questions still get answers. An Owner can buy credits or turn on automatic reload under Settings > Billing > AI Credits. See AI Credits and the Swivel Assistant.
The assistant says I’m not allowed to do something.
Section titled “The assistant says I’m not allowed to do something.”The assistant has your permissions only. If your role or access code doesn’t allow an action on Swivel’s screens, the assistant can’t do it either. Ask an Owner on your account to change your role or access code. See Security and Permissions.
The assistant changed the wrong record.
Section titled “The assistant changed the wrong record.”Ask it to change the record back. To avoid this, open the record first so the assistant knows which one you mean, or name the record in full. Check the Using tag above the message box: it shows the page the assistant will use.
”Wait for the answer to finish, then send again.”
Section titled “”Wait for the answer to finish, then send again.””You can’t send a new message while the assistant is still writing an answer. Wait for it to finish, then send your message.
”That message didn’t send. Try again.”
Section titled “”That message didn’t send. Try again.””Your message didn’t reach Swivel. Check your internet connection and send it again.
My files won’t attach.
Section titled “My files won’t attach.”Check the limits:
- Up to 10 files in one message (“Attach up to 10 files at a time.”)
- Each file up to 40 MB (“Each file can be up to 40 MB.”)
- Up to 45 MB together (“A message’s files can be up to 45 MB together. Send the rest in another message.”)
- Images, PDFs, spreadsheets, documents and text files only (“That kind of file can’t be attached.”)
The assistant says it can’t open my file.
Section titled “The assistant says it can’t open my file.”The assistant opens attached files of 5 MB or smaller. For a help question, it reads only images and PDFs, and only the newest 3 files in the chat. Send a smaller file, or a PDF or image of what you want it to read.
”The screenshot didn’t work. Try uploading one instead.”
Section titled “”The screenshot didn’t work. Try uploading one instead.””Your browser didn’t share the page, or you closed its permission prompt. Take a screenshot with your computer’s own tool, then use Upload a photo or image.
”This chat can’t be loaded right now.”
Section titled “”This chat can’t be loaded right now.””Swivel couldn’t load the chat. Wait a minute, then open it again from the History tab. If a list shows “This can’t be loaded right now. Try again in a minute.”, click Try again.
A file card says “Expired”.
Section titled “A file card says “Expired”.”Files the assistant makes are kept for 90 days. Ask the assistant to make the file again. To keep a file, download it or save it to a record with File it. See Files From the Swivel Assistant.
The ticket didn’t send.
Section titled “The ticket didn’t send.”If the chat says “The ticket didn’t send. Try again.”, click Send ticket again. If it still fails, ask the assistant to bring in the team.
The assistant stopped and asked “Keep going?”
Section titled “The assistant stopped and asked “Keep going?””One request reached 200 AI credits. Click Keep going to finish it or Stop here to end it. See Long Requests.
Connected AI Apps (MCP)
Section titled “Connected AI Apps (MCP)”My AI app asks me to sign in again.
Section titled “My AI app asks me to sign in again.”Sign in again and approve the connection. This can happen when the connection’s sign-in has run out, or when you use access codes and the connection has no code, in which case Swivel asks you to sign in with one.
My AI app is working in the wrong account.
Section titled “My AI app is working in the wrong account.”Each connection works in the account you picked when you signed in. Remove the connection in your AI app, connect again, and pick the right account on the “Which account should this connection use?” screen.
The approval screen says “This app has not been verified by Swivel.”
Section titled “The approval screen says “This app has not been verified by Swivel.””Swivel doesn’t recognize the app’s address. Click Authorize only if you started the connection from that app yourself. If you didn’t, click Deny.
I don’t know my access code.
Section titled “I don’t know my access code.”Ask your administrator. The access code is not a security code and is never texted or emailed to you. See Access Codes.
My AI app says it hit a limit.
Section titled “My AI app says it hit a limit.”Each user can make up to 360 requests a minute, 7,200 an hour and 28,800 a day. Wait, then try again.
My AI app can’t do something I can do on screen.
Section titled “My AI app can’t do something I can do on screen.”Check that the connection uses the account and access code you expect. If it does, the action may not be available to AI yet. Contact the Swivel support team.
What does the Swivel Assistant know about Swivel?
Section titled “What does the Swivel Assistant know about Swivel?”It answers from this help center. When an article doesn’t cover your question, it offers to bring in the team.
Does using my own AI app cost Swivel AI credits?
Section titled “Does using my own AI app cost Swivel AI credits?”No. Swivel AI credits pay for the Swivel Assistant, Ask AI and the meeting notetaker. An AI app you connect runs on its own provider’s plan.