This article helps you understand what to do if you encounter a connection error when submitting a prompt in an AI-powered area of the platform. Because the specific steps that resolve this error may vary depending on your account and environment, the best path forward is to reach out directly so our team can investigate and fix it for you.
📍 Where This Occurs
The connection error typically surfaces after you submit a prompt in an AI-powered content area of the platform. The same error is returned regardless of what you type, which indicates a session or agent connectivity issue rather than a problem with your prompt itself.
🛠️ What to Have Ready When You Contact Support
To help our team resolve this as quickly as possible, please have the following information ready before reaching out:
- The name of the project or workspace you were working in when the error occurred
- The exact error message you see on screen (copy the full text if possible)
- The date and approximate time when the error first appeared
- The browser and operating system you are using
- Whether the error appears consistently on every prompt submission, or only sometimes
✅ What Happens Next
Once you contact our team with the details above, a member of our support team will investigate the connection issue on the backend and work to restore normal function for your account.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.
Additional Notes
Any recent changes made to your account, integrations, or agent configuration