help · talk to the team · weekly office hours
Get unstuck, and stay calm.
The questions we get asked most, each routing you to a real person, plus weekly office hours. Every channel below has a published response time.
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38 topics
Getting started
6 topics- Your first 30 minutes with PulseAn opinionated tour: connect one source, watch the map populate, get your first briefing.
- 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.
- Inviting your teamSSO via SAML or OIDC, SCIM provisioning, or one-by-one. The cost trade-offs of each.
- Setting your working hours & quiet windowsHow Pulse decides when to deliver briefings and when to hold output.
- Choosing a model providerAnthropic or OpenAI, plus self-serve BYOK: your own Anthropic key, AWS Bedrock account, or Azure OpenAI deployment. When the choice matters and when it doesn’t.
- The first map reviewSpend 15 minutes correcting the map graph in week one, it pays back forever.
Connectors & data
6 topics- Connecting SlackOAuth scopes explained; what Pulse does and doesn’t read; per-channel allowlists.
- Connecting GitHubRepos, PRs, line-anchored reviews, commits, and CI runs; the read-only scope model; webhook setup.
- Connecting Google WorkspaceDrive and Calendar, the read-only scopes each grants, and why inbound email forwarding is its own connector.
- Pushing custom sourcesNo connector for a tool? POST it to the Push API with a write-scoped key and it flows through the same pipeline.
- Reading from a private wiki (Notion, Confluence, Coda)Notion’s permission model is unusual, here’s how Pulse mirrors it faithfully.
- Forgetting a sourceDisconnect ≠ delete. The 30-day soft-delete grace and how to make it immediate.
Briefing & map
4 topics- How the morning briefing is builtThe five sections, where each one comes from, and how to tune signal vs noise.
- Customising your briefingSection weights, “always include” entities, “never surface” filters, delivery channel.
- Editing the map graphMerging duplicates, fixing relations, adding aliases. Your edits make Pulse more accurate over time.
- Why is my briefing empty?Common causes and the diagnostic flow we walk customers through in support.
Skills & agents
5 topics- What is a Skill?A scoped, reviewable procedure that does one job: drafts a renewal note, prepares a 1:1, etc.
- Writing your first SkillThe SKILL.md format, triggers, and the DRAFT → SHADOW → ACTIVE promotion gate. Promotion is earned in shadow mode, not declared.
- When a Skill driftsPulse 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.
- Bounding an agent runPer-policy rate limits and the human approval gate keep a run from doing more than you authorised.
- Approving an agent runThe review surface, the diff format, the “approve” / “edit” / “reject” workflow.
Outputs & sharing
6 topics- Generating a deck, dashboard, or document17 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.
- Editing and regenerating sectionsEdit 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.
- How share links workEach 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.
- Exporting to PDF, PPTX, DOCX, or Google SlidesWhere each format comes from, the three PPTX themes, and which plans get white-label exports without the Pulse footer.
- Why a section was flagged by the quality gateSix scored dimensions: specificity, source coverage, empty sections, generic phrases, length, tone. Below-threshold sections regenerate up to twice before being flagged for human review.
- Output quotas by planStarter meters generation per calendar month; Pro and Enterprise are unlimited. Where to see your current usage.
Governance & admin
4 topics- The capability model in 5 minutesScopes, redactions, retention, lawful-basis tags. The least-privilege concept Pulse runs on.
- Writing an action policyThe policy kinds, how approval and rate-limit rules apply, and testing one before you enable it.
- Pulling the audit log into your SIEMPaging the full log out through /api/v1/audit into Splunk, Datadog, Elastic, or S3 today. Real-time SIEM streaming is on the Enterprise roadmap.
- Granting break-glass accessTime-limited support access with customer approval, fully audited.
API & MCP
3 topics- Choosing between the REST API and MCPTwo ways into Pulse. When each is the right one.
- Authenticating with bearer keysWorkspace keys (pk_live_) and per-user MCP capture tokens (pulse_mcp_): how scopes work, where to store them, when to rotate.
- Using Pulse from Claude Code or ChatGPT MCPConnect either client; what tools your agent gets; how to scope them safely.
Troubleshooting
4 topics- Pulse says “calibrating” for too longThe expected timeline for a 50-person team and what to check if you’re past it.
- The map has a duplicate of a customerMerging entities, the alias system, and how to teach Pulse the disambiguation rule.
- Connector keeps disconnectingOAuth re-consent loops, expired refresh tokens, and the IT escalation path.
- Audit log entries look wrongHow 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.
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.
Email
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 · 1bdOffice hours
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