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Find your problem below. If it is not here, or the fix does not work, contact support.

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You cannot connect to a company

The consent screen tells you when you can’t connect to a company:
  • If you are in one company, the screen says “You can’t connect (the assistant) to (the company)”, with the reason below it. The screen shows no Allow button.
  • If you are in more than one company, a company that you can’t connect to is greyed out in the company list, with the reason.
Do the step for your reason: The screen shows one reason at a time. When you fix it, another reason can show. Do the step for that reason too. If you are in more than one company, you can also pick a company that is not greyed out. The screen says “The request is invalid or has expired. Start again from the app.” You have 10 minutes from the time the assistant opens the consent screen. This time includes the time you take to sign in. Go back to the assistant and connect again. Then sign in and select Allow within 10 minutes.

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The assistant asks you to connect again

The client shows the connection as disconnected, or asks you to sign in again. The connection ended. This occurs when:
  • you did not use the assistant for 30 days
  • your company’s maximum session lifetime passed
  • you, or a company admin, disconnected it
  • a company admin logged you out of all your devices
  • your admin turned AI assistants off, or blocked the assistant
  • your account stopped being an active employee
  • you connected the same client again through the same sign-in route. The new connection replaces the old one.
  • the client sent an old sign-in token again. Workchats then ends the connection, because the token may have been copied.
To fix it, connect again from the client, and select Allow on the consent screen. If you can’t connect, see You cannot connect to a company. You do not have to sign in again each hour. The client renews its access by itself. If the client asks you to sign in many times in one day, the client may be sending old tokens again. Remove the server from the client, add it again, and contact support if the problem continues.

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The assistant can read but can’t write

A connection can only read when:
  • you added the server with the URL that ends in /mcp/readonly
  • the client asked for read access only
The consent screen then says “Read-only access”. A read-only connection does not list the tools that write, such as draft_message or create_task. To let the assistant write:
  1. Remove the Workchats server from the client.
  2. Add it again with the URL that ends in /mcp, for example https://mcp.workchats.com/mcp.
  3. On the consent screen, make sure that it says “Full access”, then select Allow.
If the screen still says “Read-only access”, the client asks for read access only. Contact support and name the client. A tool can also be missing when the URL has ?toolsets=. Only the tools of the named toolsets are then listed. See Read-only URL and toolsets.

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You work in two companies

One connection belongs to one company. The assistant sees only the company that you picked on the consent screen. To use a second company, add the Workchats server again in the client under another name, for example “Workchats (Corpwise)”. On the consent screen, pick the second company. To see which company a connection uses, open Workchats in that company and go to Settings → Connected AI apps. The list shows only the connections in the current company. The consent screen says “Workchats sends the sign-in code to an app on this computer”, or to the app that opens a link such as cursor://. This is expected for an app on your computer, such as Claude Code, Cursor or VS Code.
  • If you just started the connection from that app, select Allow.
  • If you did not start a connection, select Deny. Someone may be trying to get access to your Workchats account. Tell your company admin.
The warning depends on where the sign-in code goes, not on the name. An app on your computer can use the name of a known assistant. The screen then shows the name with “(local app)” after it, and shows the warning. For example, “Claude (local app)” is not Claude on the web. Claude on the web and ChatGPT send the sign-in code to their own websites, so they do not cause this warning.

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catch_up is slow or stops

catch_up reads your unread messages and @mentions. By default it reads up to 20 unread conversations and up to 10 messages in each. When you have many unread conversations, it can take longer. A catch_up call stops after 25 seconds. The assistant then gets the error unavailable with the message “This took too long. Try a narrower request.” Ask the assistant for a smaller catch-up, for example:
  • “Catch me up on my 5 most recent unread conversations.” The assistant then sets max_conversations.
  • “Catch me up on groups and channels only.” The assistant then sets include_dms to false.
  • “What did I miss since 9 this morning?” The assistant then sets since.
To read one conversation, ask for that conversation by name. The assistant then uses read_conversation.

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A tool returns an error

All error codes are in Conventions.

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Get help

Email [email protected]. Include:
  • the assistant you use, for example Claude or ChatGPT
  • the company name
  • the date and time of the problem, with your time zone
  • what you asked the assistant, and the error code or message it showed
Do not send your password, a sign-in code or a token.