# The Agent didn't do what I asked (/docs/en/troubleshooting/agent-problems)



The Agent refuses a request, stops part-way, answers about the wrong patient, or its changes are not in the record. The Agent proposes and you decide, so check what is still waiting for you.

## Check these first [#checks]

1. **Check which assistant you used.** The **Agent** in the sidebar works with your practice's records. The support assistant in **Help & support** only explains how to use Salisan and cannot see patient data.
2. **Check the context.** Name the patient with **@** and read the name before you send. Choose **Show what happened** to see the steps. A step such as "the record could not be read" means the Agent was refused that record. It works within your permissions and your access to each patient, and different wording does not change that.
3. **Check for an opt-out.** A patient marked **Exclude from AI assistance** shows as **Excluded from AI**. The Agent cannot use that record.
4. **Check credits and access.** Every reply uses AI credits. A line near the message box says when your monthly credits or the practice's credits are used up and when they renew. When the practice is out of credits, an owner can use **Add extra credits**. You also need the permission **Use AI features**. If the message says AI is unavailable for your subscription, tell an owner.
5. **Review what it proposed.** In a note or letter, proposed text has **Keep** and **Dismiss**. Kept clinical items are still drafts until you add them to the record. A card marked **Needs your go-ahead** does nothing until you confirm it, and **Decline** stops it. A draft is not a sent email, and a proposal is not a booking.
6. **Read why a send was blocked.** The card says **Cannot send** with the reason, for example no email address on file, the patient opted out of email, the template or form is not published, or the daily limit for sending forms is reached (100 per person and 1,000 per practice in 24 hours). Fix the cause in the patient file or the Library, then ask again.
7. **Check before you ask again.** After an error such as "The Agent ran into a problem" or a connection problem, look at the document, the patient's **Emails** page and the calendar. The action may have happened. A step marked **Failed after approval** did not complete. Queued messages wait until you send again. **Restore proposal** brings back a saved proposal.

## If it still doesn't work [#still-stuck]

Open **Help & support** from the page where it went wrong. See [Contact support](/docs/en/troubleshooting/contact-support).

Send the time, what you asked the Agent to do, where it stopped and the exact message. Leave out patient names and clinical details.

See also [Agent](/docs/en/guides/agent#review) and [Agent settings](/docs/en/guides/agent-settings#approvals).