When a Resource Is Not Being Used
The usual causes, in the order worth checking.
Most reports of "SI is not using my resource" come down to one of three things: the type cannot be sent in a message, the scope excludes the contact, or there is no description telling the AI when it would be appropriate.
Troubleshooting Guide
Is the resource a rich block, an embed or a code block?
Does it have an Audience Scope the contact is not in?
Is the LLM Description empty?
Known Issues
SI never attaches a particular graphic
It is competing with better-matched resources, or has nothing said about it.
Up to ten resources are considered for one message, ranked by how well their scope fits. A brand-wide resource with a thin description loses to a scoped one with a clear instruction. Give it a scope, a description, or both.
A card says "All Products" but I scoped it on the Offerings page
You are looking at an older view of the card.
Scope set on the Offerings or Audience page now shows on the card alongside scope set in the drawer; hovering the badge says where it came from. Reload the page if a badge looks stale.
The sidebar counts do not match what I can see
The counts are for the whole library; the grid shows a page of it.
The toolbar tells you when you are seeing part of the set — "40 of 260 resources" — and Load more brings in the rest. The type counts in the sidebar always reflect everything that matches your product, audience and search filters.
A resource is scoped to a feature of an offering and is not being preferred
Feature-level attachment records the link but does not promote the resource for that offering.
Attach it to the offering itself, or set Product Scope in the drawer. It stays available as a brand-wide resource either way.
A strategy document is saved but nothing has changed
A strategy only takes effect once its extracted items are reviewed and saved.
Open the resource and check the Strategy badge. If it has not been read, save it again to start the pass; if it has, open Review extracted strategy and save the list.
An archived offering still appears in the sidebar filter
Deliberate.
The filter lists archived offerings so resources already scoped to them keep resolving and stay findable. The Add Resource drawer does not offer them, so you cannot scope something new to an archived offering.
A text block came out differently from how I wrote it
Almost always an editing artefact rather than a rewrite.
Text blocks are used verbatim. Reopen the resource and check the stored content — what is saved is what gets used.
Frequently Asked Questions
No. Deleting removes it from the curated list. The image, video or document stays in your library.
Yes. Select as many segments as apply. The resource is then eligible for all of them and withheld from the rest.
No. It is internal guidance and appears nowhere a contact can reach.
Rich blocks are structured components with live preview, so they have their own editor. The drawer sends you there.
It keeps its scope and stays in the library. The offering remains in the sidebar filter so you can still find it.
Need More Help?
If a resource is in scope, has a clear description and a sendable type but still never gets chosen, send us the resource title and an example contact it should have reached.
Contact Support