This page helps you work out why something in Thorpe isn't doing what you expect, using the messages Thorpe shows you.
A customer message didn't open a request
Check these in order:
- Is Thorpe in the channel? It reads only channels it has been added to. For a private channel, run
/invite @Thorpein it. - Is it a customer channel? In Settings > Channels, the channel's Type must be Customer. Ignored channels open nothing.
- Who posted it? Only people from the customer's Slack workspace open requests. A message from your own team, including a test you post yourself, never does.
- Where was it posted? A new top-level message opens a request. A reply in a thread joins that thread's request instead.
- Was it posted before Thorpe joined? Thorpe doesn't open requests for older messages. Use the Track as request message shortcut on it.
If the Requests list says Connect your customer channels, setup isn't finished: choose Set up Thorpe.
During setup, "Thorpe isn't in any channels yet" means Slack hasn't added Thorpe anywhere. Run /invite @Thorpe in a shared customer channel, then choose refresh.
A reply didn't count
Thorpe counts your team's reply only when it is in the request's thread, in the customer channel. A new top-level message from your team is ignored. See How Thorpe works.
The Review view is empty
AI is off until an admin turns it on in Settings > AI. Only AI marks a message for review, so with AI off the Review view stays at "Nothing to review".
Slack is disconnected
A red banner in the web app says "Slack is disconnected. Thorpe can't see new customer messages until you reconnect." Choose Reconnect and approve Thorpe in Slack again.
New channels aren't tracked
A banner says you are using all your workspace's customer channels, and new channels won't be tracked. Set a channel you no longer need to Ignored in Settings > Channels to free a place.
Signing in
| You see | What to do |
|---|---|
| Add Thorpe to your workspace | Thorpe isn't installed in that Slack workspace yet. Someone who can add apps to it chooses Add Thorpe to Slack once, then everyone signs in. |
| Your session ended | Choose Sign in with Slack again. |
| "We couldn't reach Thorpe just now. Try again in a moment." | Wait a moment and sign in again. |
Settings you can't change
Most settings are for Thorpe admins. Members see messages such as "Only admins can change SLA policies." In Slack, the setup modal says "Only Thorpe admins can change channels and targets. Ask a Thorpe admin to change setup."
Private requests
- "Couldn't deliver this reply. Send it again." in the card thread, with ⚠️ on your reply: Thorpe couldn't send it to the customer. Send it again.
- "Couldn't deliver." followed by the customer's name and "may have left the shared channels": the customer is no longer in your shared channels, so Thorpe can't reach them.
- "Customer shared a file." on a private request's card: files aren't supported yet. Ask the customer to paste the text or send a link.
Discuss
- "This message is not a tracked request, so it has no triage thread to discuss it in." Track it first with Track as request.
- "This request has no triage card yet. Set a triage channel in Thorpe to discuss requests internally."
Linear and HubSpot
| You see | What to do |
|---|---|
| Not available on an integration card | Contact us at hello@usethorpe.com. |
| Needs reconnecting | Choose Reconnect Linear or Reconnect HubSpot. |
| "Thorpe couldn't connect Linear." or "Thorpe couldn't connect HubSpot." | Try again, and approve access in Linear or HubSpot. |
| "Could not load your Linear teams. Close this and try again." | Close the Escalate modal and open it again. |
| "No HubSpot company matches this account's email domain or name." | Check the account's name in Thorpe against the company in HubSpot. |
What's next
- Getting started walks through setup again.
- Channels and stakeholders covers channel types and disconnects.