> For the complete documentation index, see [llms.txt](https://help.blotato.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.blotato.com/start-with-an-ai-agent/agent-triage.md). # Diagnose a support question Diagnose customer questions by client, surface, artifact, failing stage, prior attempts, and verified outcome. Scope: support agents answering questions about the website, MCP, REST, n8n, or Make. Customer assistants use the same checks before retrying a failed operation. ## Response contract 1. Answer the question using the context already supplied. 2. Give the next supported action for the customer's surface. 3. State what proves success or what remains unresolved. 4. Link the relevant section. A tutorial supplements the answer, not replaces it. Do not ask a basic setup question again when the customer already answered it. Preserve the exact error, attempted steps, and human support corrections. A historical incident or an empty result does not prove a current outage. ## Identify the stage | Customer symptom | Checks before the next action | Evidence or stop condition | | -------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | “Connected”, but no tools | Identify the client. Separate connector creation, authorization, callback, and tool discovery. Use [client setup](/start-with-an-ai-agent/mcp/setup.md). | A successful account-list call verifies authentication. A redirect alone does not. | | API key rejected | Check the provider, endpoint, header, full key, and paid-access state using [authentication checks](/api-and-mcp-concepts/authentication.md). Never request the secret in chat. | Stop repeated writes. Record the sanitized error and HTTP status. | | Account not found, wrong account, or reconnected account | Re-list accounts and match platform, name, and destination. Retrieve Page or board IDs where required. See [identifier rules](/api-and-mcp-concepts/accounts-and-identifiers.md). | No unambiguous matching destination means no publishing action. | | “Upload failed” | Identify whether the artifact is workflow JSON or media. For media, distinguish local bytes, signed upload, Blotato fetching a host, and platform validation. | Use [media diagnosis](#media-upload-and-conversion), not a generic reconnect instruction. | | “Automatic upload isn't possible” or “no media library” | Separate reusable web-app storage from API/MCP uploads. Identify the client's file access and HTTP upload capability. Use the [local media upload](/agent-workflows/agent-workflows/upload.md) and [client setup](/start-with-an-ai-agent/mcp/setup.md) guides. | The absence of a reusable media library does not block automated upload or publishing. Do not substitute generated visuals when the customer asks to post existing files. | | Accepted request, but nothing published | Retrieve the saved submission ID with [post status](/rest-api-reference/publish-post/get-post.md). Inspect status and error fields. For missing or conflicting records, use [publishing-status diagnosis](/start-with-an-ai-agent/publishing-status.md). | Scheduled is not published. Unknown outcome is not permission to create again. `in-progress` alone does not prove a live queue job. | | Generation failed despite credits | Inspect the visual's error and template inputs. Check complete-job cost, not only a per-scene price. | Use [visual failure diagnosis](/web-app-features/videos/faqs.md#why-did-my-video-generation-fail-i-have-enough-credits). Do not infer the cause from a terminal status alone. | | Missing post drafts | Check the [AI Agent](https://my.blotato.com/agent) and [Remix](https://my.blotato.com/remix). Distinguish post drafts from [Videos](https://my.blotato.com/videos) projects. | Use [draft-finding steps](/support/faqs.md#how-do-you-find-what-youve-created). Apply the same-browser limitation only after confirming an AI Agent draft and a device or browser change. An empty AI Agent list does not prove the draft is lost. | | Edit, mute, download, or post an existing video | Open the existing visual. Distinguish track audio, caption narration, preview state, export, and post draft. | Use [Edit, mute, and export](/web-app-features/videos/edit-and-export.md). Create Post is not publication. Do not regenerate to solve a download question. | | Empty analytics or inbox | Check the operation's platform support, permissions, post eligibility, and collection timing. | [Analytics](/web-app-features/analytics.md) and [Inbox](/web-app-features/inbox.md) have different collection rules. Missing data is not 0 engagement. | | Cancellation, refund, discount, or paid-but-inactive | Separate published policy from the customer's verified subscription and payment state. | Use [billing policy](/settings/billing-and-credits.md). Account changes need authorized execution and a confirmed result. | ## Media upload and conversion Scope: existing image or video files, not n8n workflow JSON or generated-template records. 1. Identify where the file exists: the customer's device, the assistant's workspace, or a remote URL. 2. For local media, verify the assistant has file access and an HTTP upload tool. A [presigned URL](/agent-workflows/agent-workflows/upload.md) alone does not upload bytes. 3. For a client sandbox error, inspect the blocked host and client policy. Do not apply client allowlist instructions to a remote host rejecting Blotato's servers. 4. For remote media, verify a direct file response without interactive login. Browser access alone does not prove server-to-server access. 5. Inspect the actual container, codecs, file size, duration, and dimensions. An `.mp4` extension is not a metadata probe. 6. Apply [conversion and platform requirements](/api-and-mcp-concepts/media-uploads-and-conversion.md). A video longer than 120 seconds is not automatically prohibited, but must already satisfy the destination's requirements. 7. After correction, verify the publishing result. Upload success does not prove publication. ## Repeated failure or unclear cause 1. Carry forward completed checks and their results. Do not resend the same checklist without new evidence. 2. Record the client or integration, operation, destination platform, timestamp and timezone, request/submission/visual ID, exact error, and sanitized request shape. 3. Record expected versus observed behavior and attempted fixes. 4. Stop if the next action risks another charge, duplicate post, wrong destination, or unauthorized account change. 5. Use [Get support](/support/get-support.md) with the evidence. Do not include API keys, OAuth codes, signed upload URLs, or unrelated customer data. For a capability question with a confirmed answer, answer it directly. For example, Facebook publishing targets a Page, not a personal profile. Do not send setup tutorials or ask the customer to reconnect for an unsupported destination. This page does not change support-ticket closure rules or grant tools permission to modify accounts. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.blotato.com/start-with-an-ai-agent/agent-triage.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.