Troubleshooting

Four things go wrong regularly. They're below in the order they tend to happen.

OpenTag didn't respond

It isn't in the channel. By far the most common cause. Installing the app doesn't grant channel access: run /invite @OpenTag in the channel. Check OpenTag's Slack profile to see every channel it's in.

You didn't @mention it. In a channel, OpenTag answers when mentioned. In a thread it's already part of, it doesn't need mentioning. In a DM, nothing to mention.

It's still reading history. Just invited to a busy channel, it may take a few minutes before it introduces itself.

You're out of credits. Check app.tryopentag.com → Usage. OpenTag normally says so in the channel, but check anyway if it went quiet abruptly.

It stopped part-way through

It's waiting on you. The most likely answer. Scroll up in the thread: there's an approval card waiting for a click. Runs that wait too long stop on their own, safely.

A connection expired. OpenTag says which tool. Fixing a broken connection: usually a 30-second reconnect, and it resumes from where it stopped.

Out of credits mid-run. It stops and says where it got to.

It genuinely failed. It'll tell you what it tried and where it stopped. Ask it to retry in the thread, and it picks up rather than starting over.

It can't reach a tool

You haven't connected it. OpenTag hands you a link. Connecting an app.

The connection expired. Fix it.

You can't see it either. OpenTag acts with your access. If you can't open that HubSpot record yourself, neither can OpenTag, and that's working as intended. Check in the tool first.

You connected read-only. It can look, not change. Reconnect with wider scope if you need it to act.

An admin revoked the app. If several people broke at once, this is why. Check the tool's connected-apps page.

The answer is wrong

Check the scope first. OpenTag says what it read: "214 tickets from July". If that's the wrong window, everything downstream is about the wrong month. This is the single most common cause of a confidently wrong answer.

Open the run. app.tryopentag.com → the run shows every step and what each tool returned. The cause is usually visible.

Correct it in the thread. Be specific: "that's last quarter", "you counted trials as customers". It redoes the affected part.

Make it stick. If it's a standing fact, say so: "revenue always means net of refunds". See When OpenTag gets it wrong.

Smaller things

It posted in the wrong channel. A routine's destination is on the routine. Managing routines. For an ad-hoc job, ask where you want it.

It's too verbose. Say so. "Shorter." "Just the number." It holds for the thread, and if you tell it that's a standing preference, beyond.

A routine didn't run. Check its channel. It posts there when it fails. Usually an expired connection or an empty credit balance.

It wrote something down that shouldn't be public. Delete the page at app.tryopentag.com → Wiki, then tell OpenTag not to write from that channel. Deleting your data.

Someone left and things broke. Their connections went with them. People and permissions has the offboarding checklist.

Still stuck

Getting support. Bring a link to the run and the first reply will be a useful one.