Amplify Chat Troubleshooting

If you're having trouble using Amplify Chat, this guide covers the most common issues and how to resolve them.

You can give feedback on any Amplify Chat response using the Thumbs Up or Thumbs Down buttons. Selecting Thumbs Down will prompt you to add written feedback about what was incorrect. Feedback goes directly to the Amplify team, who use it to improve Amplify Chat's responses.

Issue: Users can't see the Amplify Chat button

Possible cause:

User types may not be enabled in Amplify Admin, or the Show Amplify button in Mainframe option may not be configured correctly for your organization.

How to fix it:

Go to Menu > Admin > Amplify Admin > Settings and enable the relevant user types. Then, toggle the Show Amplify button in Mainframe option based on how users should access Amplify:

  • Toggled on: users see the Amplify button at the top of their screen, next to Add.

  • Toggled off: enabled user types can access Amplify through the menu instead.

Issue: Responses to the same request differ across users

Possible cause:

This is expected behavior. Amplify Chat adapts to each user's individual preferences over time, and can only access records that the user has permission to view in Bullhorn. Responses may also vary because Amplify aggregates information differently each time a request is made.

How to fix it:

No action is required if responses are generally accurate. If responses seem unexpected, there are two things worth checking:

  • User permissions: Amplify Chat can only return records you have access to in Bullhorn. If you only have permission to view candidates within your department, Amplify will only return those records. Comparing results with a user who has different permissions will naturally produce different responses. This is working as expected.

  • Stored preferences: Amplify Chat saves preferences from your past requests and applies them to future responses. For example, if you've asked Amplify to always respond in US English, it will continue to do so even if you later request a response in another language.

    If Amplify Chat seems to be ignoring your instructions or consistently responding in a way you didn't ask for, you can check what preferences it has saved by asking: "What preferences have you saved for me?" Amplify will return a list of anything it's stored from your past requests. You can then ask it to forget any preferences you no longer want.

If the information returned appears to be incorrect, contact Bullhorn Support to investigate.

Issue: Chat is taking a long time to respond

Possible cause:

This is normal behavior. Even for straightforward questions, Amplify aggregates information from across Bullhorn, the web, and any connected tools to provide a comprehensive response.

How to fix it:

Allow additional time for Amplify to complete its response. If Amplify never responds at all, contact Bullhorn Support to investigate.

Issue: Chat can't give me data about my Analytics

Possible cause:

Bullhorn Analytics may not be enabled in the Chat tool settings.

How to fix it:

Open the Tools drop-down in Amplify Chat and ensure Bullhorn Analytics is enabled.

Issue: The answer looks wrong, made up, or missing important details

Possible cause:

Amplify may produce a response that doesn't reflect the data you expected, especially if the underlying record is sparse or if Amplify aggregated information differently from what you had in mind. Amplify aggregates information differently each time a request is made, so responses can vary even for similar requests.

How to fix it:

  • Open the Sources drop-down beneath the response to see which Bullhorn data points Amplify used. Toggle sources on or off and select Apply to regenerate. See Managing Prompt Sources in Amplify for more.

  • Try simplifying or rewording your request. Adding details like date ranges or naming the specific fields you want considered helps Amplify return more accurate, targeted results.

  • Use the Thumbs Down button on the response and add a brief comment about what was incorrect. Your feedback goes directly to the Amplify team and helps improve Amplify Chat's responses.

  • If the information returned appears to be incorrect, contact Bullhorn Support to investigate.

Issue: Amplify didn't create the Note, Task, or Tearsheet I asked for

Possible cause:

Amplify always shows a preview before saving a Note, Task, or Tearsheet, so the preview must appear and be accepted before anything is saved.

How to fix it:

  • Re-state the request in clear, action-oriented language, such as "Add this candidate to a tearsheet" or "Create a note for this candidate stating that they are open to work starting in May."

  • Remember that Tasks created through Amplify Chat are always assigned to you, the user who made the request. Amplify Chat cannot create a task for another user.

  • If you accepted the preview but the record was never created, contact Bullhorn Support.

Issue: Web Search isn't returning current information

Possible cause:

Web Search may be turned off in the Tools menu, which limits Amplify Chat to internal Bullhorn data.

How to fix it:

  • Open the Tools drop-down at the bottom of the chat field and confirm that Web Search is toggled on.

  • If Web Search is enabled and results still aren't what you expected, try rewording your request to make it clear you want current information from the web.

Issue: My old chats aren't showing in Chat History

Possible cause:

Amplify Chat automatically saves your recent conversations for 30 days. Conversations older than that are not retained.

How to fix it:

  • If a chat you used recently is missing, confirm it is within the last 30 days. Anything older has dropped out of the history window.

  • Chat history is stored per user and not shared across accounts. If a colleague had access to a similar chat, that conversation will not appear in your history.

  • To keep a response long-term, click the Copy icon and paste it somewhere outside of Amplify Chat before it ages out.