When you ask Copilot a question about a company policy using PeopleXD Skills, it should retrieve information from your organisation's uploaded policy documents. If it returns a message such as ‘I couldn’t find specific information in the company documents’, or suggests you check with your HR department or manager, one or more configuration issues may be preventing access.
The sections below explain the most common causes and how to resolve them.
Top causes
The following are the most common reasons Copilot may not return policy documents, listed from most likely to least likely.
The prompt is not specific enough to trigger the correct skill
Copilot uses automatic skill selection to decide which skill to use based on your prompt. If your question is too general, Copilot may not select PeopleXD Skills and will not search your organisation’s uploaded documents.
For example, a prompt like "tell me about probation" may be too vague. A prompt such as "what is our company probation policy?" clearly indicates that Copilot should search company documents. To confirm this:
Check the skill label shown above Copilot’s response. If it doesn't say PeopleXD Skills, the HR Documents plugin wasn't used.
Rephrase your question to refer explicitly to company policies or documents.
Select PeopleXD Skills manually from the skill picker before asking your question. If Copilot then returns the expected document, the issue is related to automatic skill selection rather than the document itself.
No criteria group has been assigned to the document
Every policy document must have a criteria group assigned before it can be accessed by anyone through Copilot. Even if the document has been uploaded and saved, Copilot will not return it unless a criteria group is applied.
🤓Tip: If the document should be available to all employees, assign a criteria group with no restrictive rules.
To assign a criteria group, follow the steps below:
From the dashboard menu, search and select Data Centre.
Next to HR Admin Setup Settings, click OPEN, then click Policy Documents.
Click the three-dot menu for the relevant policy, then click Criteria Groups.
Click Assign New Group, then select a criteria group from the dropdown list.
📌Note: If no suitable criteria group exists, you can create a new one.
The user does not meet the criteria group for the document
Criteria groups control which employees can access specific policy documents. If the user asking the question does not meet the criteria rules, such as company, department, or location, Copilot will not return the document.
To resolve this, follow the steps below.
From the dashboard menu, search and select Data Centre.
Next to HR Admin Setup Settings, click Open, then click Policy Documents.
Click the three-dot menu for the relevant policy, then click Criteria Groups.
Note the criteria group assigned, then click Manage Criteria Groups.
Click the three-dot menu for the relevant group, then click Edit.
In the left-hand menu, review the criteria applied.
📌Note: Applied criteria are identified by a red circle showing the number of rules in use.
If the criteria exclude the user, update the existing group or create a new one.
⚠️Warning: Changes made to an existing criteria group apply wherever else it's used.
The document was not saved correctly after upload
When uploading a new policy document, you must click Save to trigger the indexing process. The Upload button in the actions menu is only used to re-index a document that has already been saved.
To save the document correctly, follow the steps below:
From the dashboard menu, search and select Data Centre.
Next to HR Admin Setup Settings, click Open, then click Policy Documents.
Click the three-dot menu for the relevant policy, then click Edit.
Click Upload, then click Click or drop files here to upload.
Select your document in the explorer window, then click Open.
Click OK, then click Save.
🤓Tip: Large documents may take additional time to process after saving.
The document is in an unsupported format
The HR Documents plugin only supports .pdf and .doc file formats. Documents saved as other formats, for example, .docx, .xlsx, or .txt, are not indexed and cannot be found by Copilot.
Convert the document to a supported format, then upload it again using Policy Documents.
Required menu profile options are not active
The employee’s menu profile must include the required Copilot web service options. If any of these options are missing, Copilot cannot communicate with the HR Documents plugin.
Ask your system administrator to check that the employee menu profile includes all of the required Copilot web service options. Further guidance is available if required.
Temporary processing delay for large documents
Large documents can take over a minute to process after saving. During this time, the document may temporarily appear unavailable to Copilot.
If you recently uploaded a large document, wait a few minutes, then try your Copilot query again.
Troubleshooting checklist
Use the table below to check each possible cause. Start at the top and stop once you identify the issue.
Check | What to look for | How to resolve |
Is the correct skill selected? | The skill label above Copilot’s response does not show PeopleXD Skills. | Rephrase your question to be more specific. To confirm, or select PeopleXD Skills manually before asking. |
Has a criteria group been assigned? | No criteria group is linked to the policy document. | Assign a criteria group. Use a group with no rules to allow access for all users. |
Does the user meet the criteria group? | The user’s contract details do not match the assigned criteria. | Review the criteria group and verify the user’s contract details. |
Was the document saved correctly? | The document was uploaded but not saved using Save. | Edit the policy document, upload the file again, then click Save. |
Is the document format supported? | The document is not a .pdf or .doc file. | Convert the file to a supported format and upload it again. |
Are the menu profile options active? | Required Copilot web service options are missing. | Ask an administrator to review the employee menu profile. |
Has enough time passed for processing? | The document was saved recently and is large. | Wait a few minutes, then try your query again. |
Does the XD Assistant plugin work for this user? | XD Assistant queries work but HR Documents do not. | Focus troubleshooting on document upload and indexing. |
Still unable to resolve the issue? | None of the checks resolve the problem. | Contact the support team for further assistance. |