Troubleshooting Emma

This page covers the most common issues with Emma and how to get the best results from your prompts. For MCP-specific issues, see MCP Troubleshooting and Limitations.

Common Issues

Emma is not responding or the chat is not loading
Refresh the page and try again. If the issue persists, check your internet connection and confirm the emax digital app is accessible. If you continue to see an error, contact support at support@emax-digital.com.

Emma returns "I don't have access to that data"
Some data points are not accessible to Emma. If you consistently receive this response for a specific metric or dataset, contact your Customer Success Manager to clarify which data Emma can and cannot access for your account.

Emma returns figures that don't match the dashboard
Check whether your filters (marketplace, time period, currency) match what you are asking about in your prompt. Including these details explicitly in your question is the most reliable way to get accurate results.

Emma misunderstands the question
Rephrase using concrete, specific language. Include the metric name, the time period, and the marketplace in your prompt. Avoid abbreviations or internal shorthand Emma may not recognise.

A Skill is not producing the expected output
Skills are pre-built prompt templates — they run exactly as configured. If the output is wrong, check the Skill settings via the Skill library and confirm the underlying data is correct and fully loaded before running the Skill.

Emma is slow to respond
Large datasets or complex multi-step questions take longer to process. If speed matters, narrow the scope of your question — single metric, single marketplace, single time period — or use a Skill instead of a freeform prompt.

Getting Better Results from Emma

• Be specific about what you want. Instead of "How are sales doing?" try "What was the Ordered Revenue for DE in July 2026 compared to June 2026?"

• Name the metric. Use the exact metric names from emax digital (e.g. Ordered Revenue, Glance Views, Conversion Rate) rather than generic terms like "sales" or "traffic."

• Include filters in your prompt. Specify the marketplace, time period, and any other relevant context directly in your question for the most accurate results.

• One question at a time. Emma handles focused questions better than multi-part ones. Ask about one metric, then ask a follow-up if needed.

• Use Skills for recurring reports. If you ask the same question regularly, set it up as a Skill. Skills run instantly and consistently without requiring you to re-type the prompt each time.

Contact Support

If you encounter an issue not covered here — or want to know exactly which data points Emma can access for your account — contact your Customer Success Manager or reach out at support@emax-digital.com.