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Most issues in Fluency fall into a few common categories: workflows not showing up, opportunities not updating, or initiatives not running as expected. This page covers the most frequent problems and how to resolve them.

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Work Explorer Issues

Check that you’re viewing the correct time range in the filter — if the range is too narrow, workflows with recent activity may not appear. Initial discovery can take a few hours on first login as the platform builds your process maps.If workflows still don’t appear after 24 hours, contact support at support@usefluency.com.
Confirm that the team or department responsible for that workflow is within your selected filter scope. Try expanding the date range or clearing all filters to see the full list of discovered workflows. If the workflow is still absent, it may not yet have enough activity signals for Fluency to map it — check back after more runs have occurred.
Cycle time is calculated from the first detected step to the last. If a workflow spans systems that aren’t fully captured, the cycle time may reflect a partial view of the end-to-end process. Open the workflow detail view to check which steps are included and identify any gaps in coverage. Contact your implementation team if you believe key steps are missing from the map.

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Opportunities Issues

Opportunities require sufficient workflow data to generate reliable scores. If Work Explorer has been running for less than a few hours, wait for more data to accumulate — scores are generated automatically once enough runs have been observed.If opportunities still don’t appear after 24 hours of workflow activity, contact support@usefluency.com.
Low confidence scores typically indicate that the workflow has high variation or an inconsistent structure — meaning the process doesn’t follow a predictable path across runs. Review the workflow map in Work Explorer to understand where the variation occurs before committing to automation. In some cases, a process improvement step before automation will yield better long-term results.
This transition can take a few minutes. Refresh the Initiatives page and wait up to five minutes for the initiative to appear. If it still doesn’t show after 5 minutes, contact support@usefluency.com with the opportunity name and the time you committed it.

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Initiatives Issues

First, confirm the initiative is in Active status — paused initiatives will not pick up new runs. Then check whether the workflow it’s associated with is still generating new runs in Work Explorer. If both look correct and runs still aren’t being processed, contact support@usefluency.com.
Open the initiative’s exception queue and review a sample of the exceptions. The most common cause is that the agent is encountering workflow variations that weren’t present in the data used to configure it — for example, a new team, system, or process path that has appeared since the initiative launched.Consider using the Edit function to update the agent’s handling rules to cover the new variations, or contact your implementation team for guidance on reconfiguring the initiative.
Export is available from the initiative detail view, not the list view. Open the initiative, then click the three-dot menu in the top-right corner of the detail view to access Export options. You can export run history, exception logs, and performance summaries from this menu.

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Assistant Issues

Check that your question refers to workflows, initiatives, or opportunities that already exist in the platform. The Assistant can only answer questions about data that has been discovered and processed. If Work Explorer is still in its initial discovery phase, wait until workflows appear there before asking the Assistant about them.If the Assistant returns an error on every question regardless of topic, contact support@usefluency.com.
The Assistant draws on the same data as the rest of the platform and updates continuously. If an answer seems inconsistent with what you see in Work Explorer or Initiatives, try rephrasing your question to be more specific — for example, specifying a date range or a particular workflow name. If the discrepancy persists, contact support@usefluency.com with details of the question asked and the conflicting values you observed.
This response means the workflow or initiative you’re asking about doesn’t yet have sufficient activity signals for a reliable answer. This is expected for newly discovered workflows or recently launched initiatives. Continue using the platform normally — as more runs accumulate, the Assistant will be able to answer questions about that workflow or initiative.

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Account & Access Issues

Try resetting your password at app.usefluency.com. If your organization uses single sign-on (SSO), contact your IT team to confirm your account is provisioned and that your SSO credentials are active.For persistent access issues that your IT team can’t resolve, email support@usefluency.com.
Check their access level in Settings > Users. Workflow and initiative visibility may be scoped by team or role depending on your organization’s settings. Updating their access level or role assignment should resolve most visibility gaps.
For urgent issues or anything not covered here, email support@usefluency.com or check the system status at status.usefluency.com.