From the field,
for the field

Why isn't the Sent folder alone enough?

Common assumption: "The Sent folder already has the question and answer together (the reply above the quoted request), so importing just Sent should be enough." In reality, SupportFlowAI forms a question/answer pair from the first inbound message (the customer's request, from INBOX) plus the first subsequent outbound message (the reply, from Sent) in the same thread. Without INBOX, the question side of the pair is missing.

Rule of thumb: When selecting folders for training accounts, always select both INBOX and Sent (the folder name is provider-dependent, e.g. "Sent Items").

Reading connection test errors correctly

If the automatic connection test fails, the specific error message appears directly below the status badge in the account overview — not just as a hover tooltip. Typical causes:

• IMAP connection fails: check the host/port/SSL settings; some providers require an app password instead of the regular account password.
• SMTP connection fails but IMAP doesn't: the SMTP host/port are only needed if the account should also actively send mail — for a pure training account they can be left blank.
• File import "directory not reachable": check the path, especially for network drives — the process SupportFlowAI runs under needs read access.

Which hardware mode should I choose?

CPU mode is entirely sufficient for a test run and smaller mailboxes — the models are small enough to respond in a reasonable time without a GPU. GPU mode pays off once response quality and speed at higher volume matter more than resource efficiency.

Which vector index tier fits my hardware?

A purely RAM-based index doesn't scale indefinitely with mailbox size. As a rule of thumb: Performance on a server with plenty of free memory, Balanced as a good middle ground, Lean on weaker test hardware or when the knowledge base is expected to grow significantly.

Account isn't processed despite being "Active"

Wait up to one full background sync interval (default 5 minutes, viewable/changeable under /Admin/MailSync), then check /Admin/SystemHealth — there the worker heartbeat shows whether the service is ticking at all, and whether it was intentionally paused.

"No active agent" / generation fails

Check whether Ollama is actually running (http://localhost:11434) and that the required models were actually pulled via ollama pull (see Installation).

Starting completely from scratch

Stop the application, delete data/supportflowai.db (and, if applicable, data/dataprotection-keys/), then restart — the first-time setup will appear again from the beginning.