Troubleshooting: HERO Data Questions
What to do when HERO hits an hourly data-lookup limit, says it could not find an answer, or says you are not permitted to see certain data.
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I hit my data lookup limit for the hour
On some plans, heavier data questions have an hourly allowance per person. If you ask more data questions than your plan allows within an hour, HERO tells you you have reached your limit for data lookups and to try again once the hour resets. Simple chat replies (ones that do not look anything up) are not affected. If this happens often, ask your account admin about upgrading your plan.
HERO says it could not find the answer
If HERO tries every way it knows to answer your question and still comes up empty, it tells you honestly instead of guessing, for example: "I checked bookings, the relationship map, and unit records, and could not find data matching this question." This is expected behavior, not a bug. It usually means one of two things:
The data you are asking about does not exist in URBI for that property (for example, a field or event that was never recorded).
The question needs to be more specific. Try rephrasing with a clearer date range, property, or category.
You can expand the What I checked panel under the answer to see exactly what HERO tried, which can help you figure out what to ask differently.
HERO says I am not permitted to see this data
If your question would require HERO to look at something outside what your role is allowed to see, HERO tells you plainly that it is not permitted to see that data, rather than trying to work around it or guessing at an answer. This is expected and reflects your account's existing permissions. If you believe you should have access, contact your account admin to review your permission level.