Diagnose a device in Agent workspace
Start a device conversation, inspect diagnostic activity, review proposed changes, and follow the result in the same thread.
Before you start
- Open the correct device from Endpoints.
- Chat must be enabled by the device’s agent policy. An offline device picks up work after reconnecting.
Screenshots show the Rapport interface with example data. Use your organization’s devices and values. Select an image to view it at full size.
Open Agent workspace and choose a conversation
A device opens on Agent workspace. Choose a previous conversation from the left pane or use New conversation. Search its title using Find a conversation. On a smaller screen, use Threads to switch or start a conversation.
What you should see: The conversation is scoped to the device shown in the page header.
Describe the symptom and desired outcome
Type into the composer at the bottom and send. Include what the user experiences, when it started, and the outcome you want. For example: The VPN disconnects every few minutes. Inspect the current network state and recent errors, then explain the evidence before proposing a change. You can also select a suggested prompt from an empty conversation.
Follow diagnostic activity
Read the messages and progress in the thread. Open Session activity using the side-pane control if it is hidden. Compare the diagnostic steps and results with the answer. A returned explanation should be evaluated alongside the actual tool output and device timestamps.
What you should see: You can see which investigation steps support the proposed next action.
Review a proposed change before approving it
When the conversation requests approval, read the action card, the proposed command or operation, and its target. Choose Approve & run to permit that proposal or Decline to refuse it. Do not approve a proposal whose scope does not match the requested task; send a clarifying message instead.
| Field or control | What to do |
|---|---|
| Approve & run | Approves the displayed proposed action. Wait for the subsequent execution result in the thread. |
| Decline | Refuses that proposal; it is not a command cancellation or rollback. |
| Session activity | Provides a view of the conversation’s activity and a route to device History. |
Check the result and stop unfinished work when necessary
After an action, read its returned output and the final response, then inspect the relevant device tab if a fresh inventory or health measurement is needed. While a conversation is active, Stop requests that it stop. Start a new conversation for an unrelated issue so its diagnostic context is clear.
What you should see: The thread contains the original request, diagnostics, any decision, and the recorded result.
If something doesn’t work
The composer says chat is turned off.
An administrator must inspect the effective agent policy and assistant configuration. The workspace links directly to Agent policies; refreshing the browser alone does not change device policy.
A message waits while the device is offline.
Check the Agent badge and last heartbeat. Reconnect the device and return to the conversation to follow pickup.
An approval is visible but cannot be decided.
Check that the conversation is still waiting for that approval. Another operator or an updated session may already have changed its state; reload the conversation before acting.