Helmior isn't replying — troubleshooting
If Helmior doesn't reply, check that it was really mentioned, that it's in the channel, that you've been added as a person, and that the channel is bound to a deployed pipeline. Helmior usually replies with the reason. Here's what each reply means and what to do on each chat app.
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Check these in order
- Was it really addressed? On Slack, Teams and Google Chat, choose Helmior from the @ suggestions so the mention is highlighted. On Discord use
/helmior. On Telegram use the exact @handle from the Telegram card, or reply to Helmior. - Is Helmior in the channel? Invite it to private Slack channels, add it to the Teams team or Google Chat space, and give it access to private Discord channels.
- Is the app still connected? In Settings → Integrations, the card should say Connected. If it says expired or disconnected, connect it again.
- Have you been added? See Add people so Helmior recognises them.
- Is the channel bound, and is the pipeline deployed? See Bind a channel to a pipeline.
What Helmior's replies mean
| Helmior says | Fix |
|---|---|
| "I don't know you yet — ask an admin to add you…" | An admin adds you on the Organization chart. |
| "Your access to this workspace was removed…" | An admin removed you. Ask them to add you back. |
| "I'm in this channel, but no pipeline is bound to it yet…" | Bind the channel in the pipeline's Settings → Channel. |
| "This pipeline hasn't been deployed yet…" | Click Deploy on the pipeline. |
| "Cards in this pipeline aren't started from chat…" | Add a Chat trigger with a magic word. |
| "You're not on the roles that can start something at this stage." | Ask an admin for the right role tag, or ask a teammate who has it. |
| "Tell me what it's about and I'll add it…" | Add a description after the magic word. |
| "I couldn't tell which card that's about…" | Reply in the card's thread, or paste the card's link. |
| "I didn't find anything to record on the card from that…" | Say what actually happened, e.g. "Acme accepted the quote". |
| "I couldn't save that…" | Try again. If it keeps happening, add it from the board and contact support. |
| "That's a lot of messages at once — give me a minute." | Wait a minute, then resend. |
Completely silent? Per-app checks
Slack
- Private channel: send
/invite @Helmior. - A Slack admin may have removed or restricted the app. Check Manage apps in Slack.
- If reactions come through as messages, reconnect Slack to update its permissions.
Microsoft Teams
- Choose Helmior from the @ suggestions. Typed text isn't a mention.
- Check the app is added to that team, and allowed in the Teams admin center.
Google Chat
- Check Helmior is added to the space (space name → Apps & integrations).
- Check your Workspace admin hasn't blocked the app.
- The space must belong to the Google domain you connected.
Discord
- Use
/helmior. @mentions aren't delivered. - Check the channel's permissions for the Helmior role: View Channel, Send Messages, Read Message History.
Telegram
- Use the exact handle shown on the Telegram card.
- Remove the bot from the group and add it again. Telegram sets a bot's access for a group when it joins.
- Make sure you're messaging the connected business number.
- Outside WhatsApp's 24-hour window, Helmior's messages may not be delivered until the person writes again.
Still stuck?
Email support with a screenshot of the message and Helmior's reply (or no reply), the chat app, and the channel name. That's usually enough to find the cause quickly.
Frequently asked questions
Helmior replied once, then stopped.
The most common cause is the pipeline being edited but not redeployed, or the channel being re-bound to another pipeline. Check the pipeline's channel and deploy status.
Helmior replies in DMs but not in the channel.
DMs don't need a pipeline, but channels do. Bind the channel to a deployed pipeline.
Still stuck? Email support@helmior.com with a screenshot of what you see, and a person will answer.