With any new technology, there are unexpected behaviors you may encounter. This guide covers some of those unexpected behaviors, what they mean, and what to do. Also, please remember, as with any AI tool you use, that AI-generated responses can have flaws.
My email is not working
Why: Login access is based on the email address that your initial invitation was sent to. If you did not receive an invitation email, you have not been granted access, yet. If you did receive an invite, but try to use a different email, the system will not recognize you, and will not let you in.
What to do: Go back to the original invitation email to find the email you have been connected to and login with that email. Save it in your password management system for future reference. If you need to change the email (only 1 email per user), contact ClientSupport@JMACLending.com.
Chat response is blank
Why: When you press "Send" for the AI to answer your question, a placeholder response bubble pops up that indicates it is actively thinking. If you navigate away to another question and then come back, while the AI is still thinking, the "thinking" bubble may disappear, and it looks like the thread is broken. The "thinking" indicator appears with the "Send" button and does not come back when you navigate away, but it is still "thinking".
What to do: Wait a minute (so it can finish thinking) and then refresh your browser. The answer should appear.
It won't let me ask more on my current question thread. I pressed "Ask AE".
Why: When the "Ask AE" button is pressed, a transcript of the thread is emailed to the AE, and the conversation is locked so the user and AE have the same information to review.
What to do: You cannot continue on the current thread. There is a "Start new Scenario" button where you can start a new one from scratch.
That's not my AE
Why: The AE designation for the "Ask AE" button takes the user's email and company name/company NMLS to find their Salesforce record and uses the AE assigned on that record.
What to do: Contact ClientSupport@JMACLending.com and tell them your login email, company name, company NMLS, and who your AE should be. We will research the database and make the needed corrections. Please note that currently the Scenario Desk can only support 1 company/email per user. If a user works for multiple companies, they will need to select one email, and the company connected to that email in Salesforce will have the AE that gets contacted via the "Ask AE" button.
Chat history not syncing between computer and smartphone
Why: Sometimes webpages get stuck.
What to do: Refresh the browser on both devices.
"Response Unavailable" or "No response received" message
Why: The message failed on the way to the AI: a connection drop, a service hiccup, vendor cannot process queries, etc. A "RESPONSE UNAVAILABLE" card with a short reference code and a Retry button will appear. This is the system telling you that no guidance was returned.
What to do:
- If there is a "Retry" button push that. If not, then copy your question and paste it in a new thread. If you still get the error, try #2.
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Go to the "Downdetector.com" website to see if the main AI companies are experiencing issues. Try the following links and scroll a little down the page until you see the chart. A spike indicates a wide impact. Keep a watch for the spike to go down and then try again.
- https://downdetector.com/status/claude-ai/
- https://downdetector.com/status/openai/
- If the retries failed, and Downdetector does not show any issues, take a screenshot of your full Scenario Desk screen (including question and failed response), and send it to ClientSupport@JMACLending.com so we can investigate the cause.
The "New Scenario" button is missing
Why: The "New Scenario" button will not appear in the left pane if you already have a blank scenario open and have not submitted your question yet. The ocean painting is an indicator that you have not asked your first question yet.
What to do: Once you submit a question or click on a prior scenario question in your history, the button will appear.
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