Get unstuck, and stay calm.
The topics we get asked about most, each routing you to the right support channel, plus weekly live office hours. Every channel below has a published response time and a real person on the other end.
Other
Getting started
6 topicsYour first 30 minutes with Pulse
An opinionated tour: connect one source, watch the map populate, get your first briefing.
Ask support →What Pulse is (and what it isn’t)
Mental model: Pulse is a private memory and control layer for your company, not another chat box.
Ask support →Inviting your team
SSO via SAML or OIDC, SCIM provisioning, or one-by-one. The cost trade-offs of each.
Ask support →Setting your working hours & quiet windows
How Pulse decides when to deliver briefings and when to hold output.
Ask support →Choosing a model provider
Anthropic or OpenAI, plus your own BYOK keys and Bedrock or Azure routing. When the choice matters and when it doesn’t.
Ask support →The first map review
Spend 15 minutes correcting the map graph in week one, it pays back forever.
Ask support →Connectors & data
6 topicsConnecting Slack
OAuth scopes explained; what Pulse does and doesn’t read; per-channel allowlists.
Ask support →Connecting GitHub
Repos, PRs, line-anchored reviews, commits, and CI runs; the read-only scope model; webhook setup.
Ask support →Connecting Google Workspace
Drive and Calendar, the read-only scopes each grants, and why inbound email forwarding is its own connector.
Ask support →Pushing custom sources
No connector for a tool? POST it to the Push API with a write-scoped key and it flows through the same pipeline.
Ask support →Reading from a private wiki (Notion, Confluence, Coda)
Notion’s permission model is unusual, here’s how Pulse mirrors it faithfully.
Ask support →Forgetting a source
Disconnect ≠ delete. The 30-day soft-delete grace and how to make it immediate.
Ask support →Briefing & map
4 topicsHow the morning briefing is built
The five sections, where each one comes from, and how to tune signal vs noise.
Ask support →Customising your briefing
Section weights, “always include” entities, “never surface” filters, delivery channel.
Ask support →Editing the map graph
Merging duplicates, fixing relations, adding aliases. Your edits make Pulse more accurate over time.
Ask support →Why is my briefing empty?
Common causes and the diagnostic flow we walk customers through in support.
Ask support →Skills & agents
5 topicsWhat is a Skill?
A scoped, reviewable procedure that does one job: drafts a renewal note, prepares a 1:1, etc.
Ask support →Writing your first Skill
The SKILL.md format, triggers, and the DRAFT → SHADOW → ACTIVE promotion gate. Promotion is earned in shadow mode, not declared.
Ask support →When a Skill drifts
Pulse compares each Skill against what the team actually does. When reality diverges, the Skill is flagged DRIFTED and agents loading it see a warning until a human re-verifies.
Ask support →Bounding an agent run
Per-policy rate limits and the human approval gate keep a run from doing more than you authorised.
Ask support →Approving an agent run
The review surface, the diff format, the “approve” / “edit” / “reject” workflow.
Ask support →Outputs & sharing
6 topicsGenerating a deck, dashboard, or document
17 built-in templates across the three output types (including a product set: PRD, OKRs, outcome roadmap), plus 'Save as' from any Ask answer and a voice trigger. Generation runs in the background and lands in ~90 seconds.
Ask support →Editing and regenerating sections
Edit any section in place, regenerate it with a hint, or revert to the originally-generated body. The per-section edit log is kept for the life of the output.
Ask support →How share links work
Each output can mint one public URL. Optional password (stored hashed, never plaintext) and expiry date; revoking is one click and takes effect immediately. Archived outputs stop resolving on their own.
Ask support →Exporting to PDF, PPTX, DOCX, or Google Slides
Where each format comes from, the three PPTX themes, and which plans get white-label exports without the Pulse footer.
Ask support →Why a section was flagged by the quality gate
Six scored dimensions: specificity, source coverage, empty sections, generic phrases, length, tone. Below-threshold sections regenerate up to twice before being flagged for human review.
Ask support →Output quotas by plan
Starter meters generation per calendar month; Pro and Enterprise are unlimited. Where to see your current usage.
Ask support →Governance & admin
4 topicsThe capability model in 5 minutes
Scopes, redactions, retention, lawful-basis tags. The least-privilege concept Pulse runs on.
Ask support →Writing an action policy
The policy kinds, how approval and rate-limit rules apply, and testing one before you enable it.
Ask support →Pulling the audit log into your SIEM
Paging the full log out through /v1/audit into Splunk, Datadog, Elastic, or S3 today. Real-time SIEM streaming is on the Enterprise roadmap.
Ask support →Granting break-glass access
Time-limited support access with customer approval, fully audited.
Ask support →API & MCP
3 topicsChoosing between the REST API and MCP
Two ways into Pulse. When each is the right one.
Ask support →Authenticating with bearer keys
Workspace keys (pk_live_) and per-user MCP capture tokens (pulse_mcp_): how scopes work, where to store them, when to rotate.
Ask support →Using Pulse from Claude Code or ChatGPT MCP
Connect either client; what tools your agent gets; how to scope them safely.
Ask support →Troubleshooting
4 topicsPulse says “calibrating” for too long
The expected timeline for a 50-person team and what to check if you’re past it.
Ask support →The map has a duplicate of a customer
Merging entities, the alias system, and how to teach Pulse the disambiguation rule.
Ask support →Connector keeps disconnecting
OAuth re-consent loops, expired refresh tokens, and the IT escalation path.
Ask support →Audit log entries look wrong
How to read a row in the /app/admin/audit-log viewer, why there’s no in-product edit path, and who to escalate to if something looks off. Cryptographic hash-chain verification is on the roadmap, not yet shipped.
Ask support →Still stuck?
If your question isn’t covered above, here’s exactly who to ask. Each route is staffed by humans with published response times.
support@pulsehq.tech
Include your workspace slug so we can see your environment. Backed by humans, not a model. First response in 8h on Pro, 2h on Enterprise.
Enterprise priority track · P1 · 1h · P2 · 4h · P3 · 1bdLive calls · weekly
Tuesdays 17:00 UTC and Thursdays 09:00 PT. Bring a question, leave with an answer, or schedule a deeper session.
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