Common problems & how to fix them

Forwarding rule fired but no email in Summit

Check three things:

1. Destination address typo. Your Summit address is in Settings → Channels & integrations. Compare it character-by-character against the destination in your forwarding rule. A single character off and the email bounces into the void.
2. SPF / DMARC reject. Some providers (Yahoo, Proton with E2EE on) refuse to forward authenticated email. Check your forwarding rule's bounce / failure log.
3. Filter excludes the test. If your forwarding rule has filter criteria (only emails matching X), your test email might not match. Send a test that obviously fits the criteria.

Agent replied something wrong

1. Open Settings → AI agent and verify the tone, signature, custom instructions, and emergency phone are what you want.
2. Check the knowledge base. If your lease addendum is uploaded but the AI is contradicting it, the addendum might be too long for the agent to consult on every reply — split into a more focused document.
3. If the reply was actually correct but in the wrong tone, change the tone setting (professional / warm / direct / formal).

Escalation email didn't land

Check spam first. SendGrid (our email provider) is reputable but escalation emails sometimes land in spam if you've never received a Summit email before. Whitelist noreply@summitautomations.co. Escalations also persist on the dashboard's Escalations panel — even if the email is lost, the held draft is still there.

Tenants got too many SMS messages

Summit defaults to TCPA-safe emergency-only SMS. SMS only fires for genuine emergencies (gas leak, no-heat, flood). If your tenants are getting routine-update SMS, someone toggled Settings → AI agent → SMS scope to "Full automation." Switch it back to emergency-only.

Billing question

Stripe handles billing. Open Settings → Billing → Manage subscription to update card, change plan, or cancel. Cancellation is one click; no retention calls.

None of the above

Email summitautomationsslc@gmail.com. Real person in Utah, replies within an hour during business hours (8am-6pm MT, Mon-Fri).