ℹ️ Most problems come from permissions, so start with the checklist below.
Check this first
Work through these questions in order. The connector works only when all of them are answered with yes.
1. Is the connector activated for the organization you are asking about? Amilia must activate it. See Step 1 on the Setup page.
2. Does the administrator have the permission to use the connector for that organization? See Step 2 on the Setup page.
3. Does the administrator have the SmartRec permission the tool needs? For example, “View programs and activities” to list activities, or “Modify activities” to update an activity. See Step 3 on the Setup page.
4. Did the administrator authorize the connection, and is the connector turned on in the current conversation? See Step 4 and 5 on the Setup page.
Permission errors
Problem | Likely cause | What to try |
Every request returns an error for one organization. | The connector is not activated for that organization, or the administrator does not have the permission to use the connector there. | Check that Amilia has activated the connector for the organization, and ask a SmartRec administrator to grant the connector permission to the administrator. See Step 1 and Step 2 on the Setup page. |
It works for one organization but not another. | Activation and the connector permission apply to each organization separately. The authorization you approved covers every organization you can access, but both checks still apply to each one. | Check activation and the connector permission in the organization that fails. |
Reading works, but updating an activity returns an error. | The administrator has the connector permission and the permission to view, but not the permission to modify. | Ask for the “Modify activities” permission in SmartRec. Nothing was changed. |
Some read requests work and others return an error. | Each tool needs its own SmartRec permission. | Check that the administrator can do the same task in SmartRec. Each tool needs the same SmartRec permission the administrator would need for that task. See Step 3 on the Setup page. |
Connection and sign-in
Problem | Likely cause | What to try |
The assistant does not see any SmartRec tools. | The connector is not connected, or it is turned off for the current conversation. | Open your assistant's connector settings, confirm Amilia SmartRec is connected, and turn it on for the conversation. Start a new conversation if needed. |
The tool list looks out of date after a change. | Your assistant keeps the list from the time it connected. | First close your assistant tools. Then if the problem persists, disconnect and reconnect the connector to refresh the list. |
Sign-in fails or repeats. | The account is not a SmartRec administrator account, or your IT administrator blocks connectors. | Sign in with your SmartRec administrator account. Ask your IT administrator whether connectors need approval. If you get a not-authorized error, the administrator most likely does not have the permission to use the connector. If you still cannot connect, contact support@amilia.com. |
You selected Cancel on the consent screen. | The authorization was declined, so no access was granted. | Connect again and select Authorize. |
The assistant asks you to sign in again. | The authorization was revoked, or the administrator's permission to use the connector was removed. An authorization stays valid until it is revoked. | Authorize again. If the permission was removed, ask a SmartRec administrator to grant it again. |
Missing or unexpected results
Problem | Likely cause | What to try |
Programs or activities are missing from a list. | Hidden and archived programs, and hidden and cancelled activities, are left out by default. | Ask the assistant to include hidden, archived, or cancelled items. |
Registrations are missing. | Registrations for programs that have ended are left out by default. | Ask the assistant to include ended programs. |
Cancelled registrations do not appear in a roster. | Rosters show registered people by default. | Ask for cancelled registrations explicitly. |
The participant count is higher than the number of people. | A roster lists a person once per registration date, so one person can appear on several rows. | Ask the assistant to count distinct people (person IDs), not rows. |
A person or account is not found. | Searches use exactly one of ID or email address. A person search with no match returns a generic error, such as "An error occurred invoking 'find_person'", while an account search by email returns an empty result. When household members share the same email address, an email search may return only the account owner. Email searches can also return several matches and are limited to a small number of results. | Search by person ID when you have it, for example from a roster or from the account. Otherwise check the email address for typos and the organization ID. |
The assistant cannot do what you asked, or returns no data. | Some capabilities are still being developed. | Ask your assistant to send feedback to the Amilia team about what you need. |
Fill rates do not match who showed up. | Fill rates compare registrations with capacity. They do not measure attendance. | Ask the assistant for the activity's attendance on specific dates. |
Attendance returns an error about the date range. | Attendance can be requested for up to 31 days at a time. | Ask for a shorter date range, up to 31 days. |
Some attendance marks were not saved. | Attendance marks are saved independently, so a request can partly succeed. | Check the result for the marks that failed. They were not saved. Ask the assistant to try those again. |
Slow or incomplete answers
Large organizations return results in pages, so a broad request can take several calls and a longer wait.
Narrow the request to one program, or to a shorter date range.
Ask for counts when you only need totals.
If an answer stops early, ask the assistant to continue with the next page.
Contact support
If you are unable to connect, contact support@amilia.com or start a chat.
Ensure to have the following information first:
The AI assistant and plan you use.
The organization ID.
The date and time of the problem.
The prompt you used and the error text, if any.
For anything else, ask your AI assistant to help you find a way forward, for example by rephrasing or narrowing your request. If the connector is missing something or returns a wrong result, ask your assistant to send feedback to the Amilia team. Include what you asked, what you received, and what you expected. Do not include passwords, secrets or other sensitive information.
* Last updated in November 2026