FAQ
This page provides solutions to common issues and answers to frequently asked questions about Fuel iX Copilots.
Account and access
How do I sign in? Fuel iX uses a passwordless system. Enter your email address and you'll receive a magic link. If your organization uses SSO (via Okta, OneLogin, or a similar provider), sign in through your org's authentication flow.
I can't sign in. What should I do? Try these steps in order: confirm you're using the correct email address; make sure pop-ups are allowed in your browser (required for SSO); try a different browser or incognito mode; clear your browser cache and try again. If you still can't access your account, contact your organization's IT support.
Can I change my email address? No. Email addresses serve as unique identifiers across the Fuel iX platform and cannot be changed once set. Contact your admin if you need to migrate to a different address.
Why can't I see certain copilots or features? Access to copilots, tools, and features depends on what your organization administrator has enabled. Some features require admin enablement before they appear for users. Contact your admin if you're missing something you expect to have access to.
Using copilots
What's the difference between the default copilot, official copilots, and custom copilots? The default copilot (Fuel iX Copilot) is a general-purpose assistant available to everyone. Official copilots are published by your org's admins for specific use cases. Custom copilots are ones you or your teammates build yourselves. See Getting started →
The copilot isn't understanding my question. What can I do? Try rephrasing with more specificity. Include context about what you're trying to accomplish and what format you want the response in. If you're asking about a document, upload it rather than summarizing it. If the response is still off, try regenerating it.
Can I undo or take back a message? You can't undo a sent message, but you can ask the copilot to disregard its previous response and try again, or start a new chat.
Why does the copilot sometimes give wrong answers? AI models can make mistakes — especially on specific facts, recent events, or niche topics. Always review outputs before relying on them. Use Search internet for time-sensitive questions and connect a knowledge base when accuracy against specific documents matters.
My chat hit a "maximum tokens" limit. What does that mean? Copilots have a maximum context window — the amount of text they can hold in a single chat. When you hit it, you can start fresh or generate a summary to carry context into a new chat. Learn about chat summaries →
Files and knowledge
What file types can I upload in a chat? PDF, DOCX, TXT, and PPTX. Maximum 30MB per file, up to 20 files per upload batch.
What's the difference between uploading a file in a chat vs. using a knowledge base? Files uploaded in a chat are temporary — they're only available for that chat. Knowledge bases are permanent and available to any copilot they're linked to, across all chats. Use chat uploads for one-off analysis; use knowledge bases for things you want a copilot to always have access to. Learn more →
Can I connect Google Drive or SharePoint to Fuel iX? Yes. You can upload files from Google Drive in a chat, or connect a Google Drive or SharePoint folder to a knowledge base for ongoing sync. SharePoint requires your admin to set it up at the org level first. Learn about connections →
Building custom copilots
Who can create a custom copilot? Any user can create a custom copilot. See Custom copilots →
What's a system prompt? A system prompt is the instruction you give your copilot that defines its role, behavior, and constraints. It's what makes a general-purpose AI act like a specific kind of expert. Think of it as briefing your copilot before it talks to anyone. Learn more →
Can I share a copilot with my team? Yes. You can share a copilot with specific users, teams, or your whole organization. People you share with can start chats with the copilot but can't edit its settings unless you give them admin access. Learn about sharing →
Can my custom copilot become an official copilot? If your copilot would be valuable across the whole organization, ask your admin. They can promote a custom copilot to an official copilot, which makes it available org-wide.
Memory
What is personal memory? Personal memory lets you tell any copilot things about yourself — your role, preferences, or working style — and it remembers them across future chats. It's private to you and never shared with other users. Toggle it on or off from your Profile page. Learn more →
What is copilot memory? Copilot memory is a separate feature that builds a shared knowledge bank from interactions with a specific copilot. Unlike personal memory, it's shared across all users of that copilot. Copilot owners can enable it in the copilot's settings. Learn more →
Collaboration and sharing
Can I share a chat with a colleague? Yes. Open the chat, click Share, and choose who can access it — specific users, your whole org, or anyone on Fuel iX. Shared chats are read-only for recipients. Learn more →
If I share a copilot, can others see my chat history with it? No. Each user has their own private chat history with every copilot. Sharing a copilot gives others access to use it, not to see your conversations.
Troubleshooting
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Updated 4 months ago