If suggestions, Ask AI, or the Live Assistant are not working in Convo, this guide will help you diagnose and resolve common issues.
Quick checklist
Before troubleshooting, verify these requirements:
- • You are logged into your Convo account
- • You have started recording (press ⌘L or click Record)
- • Microphone permission is granted
- • On Mac, Screen Recording permission is granted, which Convo needs to hear the other side of the call
- • You have not reached your plan's usage limit
- • You have an active internet connection
Understanding AI features
The Live Assistant
Convo gives AI help during meetings in two ways: the Live Assistant surfaces suggestions proactively when its skills detect a relevant moment, and Ask AI (⌘Enter on Mac / Ctrl+Enter on Windows) answers on demand when you ask. If proactive suggestions are missing, first check the Live Assistant is enabled in Settings → Live Assistant and the relevant skills are switched on.
Suggestions
Quick-action buttons you click to get AI help (e.g., "How can I answer?" or "Follow-up question"). Responses return in a few seconds based on your live transcript.
Ask AI
Spotlight-style interface (⌘Enter on Mac, Ctrl+Enter on Windows) with three modes: Context (analyzes conversation), Screen (analyzes visual content), and Search (web search).
Common issues
Not logged in
AI features require authentication. Check if your account name appears in the app's top bar.
- Sign in with Continue with Google or Continue with email
- Verify your session hasn't expired
- If issues persist, sign out and sign back in
Recording not active
AI help only works during active recording sessions.
- Start recording (press ⌘L or click Record in the toolbar)
- Speak for at least 10-15 seconds to build transcript context
- Click a suggestion or use Ask AI to get a response
Microphone permission denied
Without microphone access, Convo cannot capture audio or generate suggestions.
- Open System Settings → Privacy & Security → Microphone (Mac) or Windows Settings → Privacy → Microphone (Windows)
- Find "Convo" and enable the toggle
- Restart Convo after granting permission
The other side is not being captured (Mac)
On Mac, Convo needs Screen Recording permission to hear the other person. Without it, only your own words are transcribed, so suggestions stay thin.
- Open System Settings → Privacy & Security → Screen Recording
- Enable "Convo" in the list
- Restart Convo for the permission to take effect
Note: Convo transcribes in the cloud, so a steady internet connection is required for live transcription and suggestions on both Mac and Windows.
Usage limit reached
Each plan includes a monthly AI usage allowance that is spread across the month. Very heavy use in a short span can briefly pause AI help until it replenishes.
- Starter: standard monthly allowance
- Professional: a much larger monthly allowance
If AI help pauses, upgrade your plan for a higher allowance or wait for it to replenish.
No internet connection
Live transcription and AI features require an active connection to Convo's cloud services.
- Verify your internet connection is active
- Check if your firewall is blocking Convo
- Try disconnecting from VPN temporarily
- Restart Convo after restoring connectivity
Toolbar or suggestions hidden
- Press ⌘U (Mac) / Ctrl+U (Windows) to show the toolbar
- Confirm recording is running (press ⌘L or click Record); the waveform should animate
- Check other displays if you use multiple monitors, in case it is off-screen
- Restart Convo to reset UI state
Advanced troubleshooting
Screen analysis not working
Ask AI's Screen mode requires Screen Recording permission on Mac:
- Mac: System Settings → Privacy & Security → Screen Recording
- Enable "Convo" in the list
- Restart Convo (required for permission to take effect)
- Try Screen mode by clicking "Screen" before asking
Check system logs
For technical users, Console.app (Mac) or Event Viewer (Windows) provides detailed errors:
- •
[OpenAI]- API call status - •
[COST]- Rate limit checks - •
[SPEECH]- Speech recognition status - •
[OVERLAY]- toolbar visibility
Still having issues?
If AI suggestions still don't appear, contact support with:
- Your Convo account email
- Your current plan tier
- OS version: your macOS version (System Settings → General → About) or Windows version (Settings → System → About)
- Description of what you see (or don't see)
- Any error messages from Console.app (Mac) or Event Viewer (Windows)
Contact support at itsconvo.com/contact
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