Overview
Use this article when you try to use Moby in Slack and do not get the expected response. Start with the symptom that matches what you see.
Symptoms
Select the symptom that best matches what is happening:
Symptom 1: Moby does not reply in Slack
Issue
You send a message to Moby in Slack, but Moby does not reply.
Environment
Moby in Slack, your connected Slack workspace, and your Triple Whale shop.
Possible causes
Moby may not be connected to the Slack workspace.
Moby may not have been invited to the channel.
Moby may not be able to see the channel, especially if it is private and the app was not invited.
The Slack workspace may not match the workspace that was authorized.
Resolution
Confirm that Moby is connected to the Slack workspace. Settings> Moby under AI Settings> Look for "Already connected to Slack" message
Confirm that Moby is available in the Slack channel or conversation where you are asking the question. If not invite them to channel using the command
/invite @Moby
Symptom 2: Moby replies, but the answer does not use the expected shop data
Issue
Moby in Slack, your connected Slack workspace, and one or more Triple Whale shops.
Environment
Moby in Slack, connected Slack workspace, one or more Triple Whale shops.
Possible causes
The Slack workspace may be connected to a different Triple Whale shop than expected.
The user may not be mapped to the expected customer account.
The customer may have multiple shops under the same organization.
The prompt may not specify which brand or shop Moby should use.
The user may not have access to the expected shop.
The requested data source may not be connected, healthy, or recently synced.
Resolution
Add the shop name or account context to your question.
Confirm the Slack workspace is connected to the expected Triple Whale shop in Settings.
Confirm that your Triple Whale user has access to the expected shop Settings>Teams under General Settings.
Ask the question again with a clear date range and metric.
Symptom 3: A teammate can use Moby in Slack, but I cannot
Issue
Another teammate can get a response from Moby in Slack, but you cannot.
Environment
Moby in Slack, a shared Slack workspace, and multiple teammates.
Possible causes
You may not have access to the same Slack channel as your teammate.
You may not have access to the connected shop.
Your Slack profile may not be connected to the expected Triple Whale shop.
You may be using a different Slack workspace, channel, mention, or command than your teammate.
Resolution
Confirm that you are using the same Slack workspace as your teammate.
Confirm that you have access to the connected Triple Whale shop.
Confirm that you are mentioning or opening Moby the same way your teammate is.
Ask an admin to review your access if needed.
Symptom 4: Moby says it cannot answer your question
Issue
Moby replies in Slack, but says it cannot answer the question or does not have enough context.
Environment
Moby in Slack, your connected Slack workspace, and your Triple Whale shop.
Possible causes
The prompt may be too vague for Moby to know what metric, date range, shop, or decision to focus on.
The required data source may not be connected, healthy, or recently synced.
Moby may not have access to the Slack channel context, especially in a private channel where the app has not been invited.
Resolution
Rewrite the question with a clear metric, date range, and decision.
If relevant, include the shop, channel, account, product, or customer segment you want Moby to use.
Avoid vague prompts like
@Moby thoughts?,@Moby what happened?,@Moby fix performance., or@Moby make it better.Try a more specific version, such as
@Moby what changed in performance yesterday vs the prior 7-day average?If Moby still cannot answer, confirm that the required data source is connected and healthy.
If the data source is connected and Moby still cannot answer, contact Support with the diagnostic details listed below.
Escalation path
If you still need help, contact Triple Whale Support and include:
The Slack workspace name.
The Triple Whale shop you expected Moby to use.
The Slack channel, thread, or direct message where you tried to use Moby.
The exact message you sent.
A screenshot of the response or non-response.
The approximate time the issue happened, including time zone.