The AI assistant does not answer
The AI button is greyed out, ends in a message, or nothing comes back. Four causes cover almost every ticket: AI switched off, the agreement not accepted, an empty credit balance, and a refusal by the safety filter.
Are you seeing these symptoms?
- The assistant button is grey, and hovering over it shows an explanation
- The message **AI features are not enabled for this clinic.** appears
- The message **Not enough credits to run this AI feature.** appears
- The assistant ends in a refusal and saves no draft
- In **AI Activity** the call has the status **Timeout** or **Provider error**
The AI assistants have four gates to pass before they write anything: AI has to be enabled for the clinic, the data processing agreement accepted, the specific feature active, and there must be credits on the account. Each of them refuses with its own message, so the diagnosis comes down to reading it literally.
Start with AI Features in the settings — that one page shows all four states at once.
How to do it
Check whether AI is enabled for the clinic
The AI status card has an Enable AI features switch. It is read-only — hovering over it shows "AI activation is managed by Heltio. Contact support to get started." You cannot turn it on yourself, and this is not a fault with your account.
If the clinic does not have AI yet, write to Heltio support. Until then every assistant will refuse with AI features are not enabled for this clinic.
Accept the data processing agreement
Under the switch sits the condition: "Requires accepting the processor disclosure." Until someone has accepted it, the assistant buttons explain themselves with the tooltip "The Data Processing Agreement must be accepted before AI can be enabled."
Click View disclosure, scroll the text to the end and confirm. Once saved, the page keeps the date under Data Processing Agreement accepted.
Check the individual feature
The Per-feature controls section lists the assistants separately: Handwritten notes OCR, Anamnesis question suggestions, Appointment summary draft, Treatment plan suggestions and the rest. A switched-off item gives the tooltip "This AI feature is currently disabled. Enable it in AI Settings." — and since enabling is on Heltio's side, this too is a ticket for support.
Check the credit balance
The AI Credits card shows Your clinic's credit balance for AI features. When the balance is low a banner appears: Low on AI credits. Buy more to keep AI features running., and when it hits zero the assistants refuse: Not enough credits to run this AI feature.
Look at the call history
The AI usage tile leads to the AI Activity page — every call, with columns for the feature, the practitioner, the credits, the time and the status. The statuses say plainly what happened: OK, Provider error, Timeout, Schema rejected, Safety blocked and Aborted.
The last two are not a fault. Safety blocked means the model started writing something the assistant has no business writing, and the response was thrown away; the credits come back in that case.
When something does not work
Not enough credits to run this AI feature.
What this means: The clinic's balance has fallen to zero, or below the cost of this particular action.
AI provider is temporarily unavailable. No credits were charged.
What this means: The model did not answer, or returned an error. In the history the call then has the status **Provider error** or **Timeout**.
Personal data was detected in the input. Remove it before generating with AI.
What this means: The text handed to the assistant contained a name, a date or a number — and a template is supposed to hold placeholders, not real data.
Not enough appointments in this period to generate meaningful insights. Try a wider date range.
What this means: The schedule analysis was given too little data to read anything out of it.
The AI didn't recognise that exercise. Try a more common name or fill the fields in manually.
What this means: The exercise-library autocomplete could not match a bespoke name.
Consent was revoked; this recording was discarded.
What this means: This concerns visit recording only. The patient withdrew consent, so the recording cannot be processed.
Who has access
Clinic Admin PractitionerThe AI Features page, the balance and AI Activity are opened by the clinic owner and administrator — other roles see "Only clinic owners and admins can manage AI settings." The assistants themselves are used by the practitioner running the visit.
Related
- AI in Heltio — overview — what the assistants do and what they will never do.
- AI credits — where credits come from and what each action costs.
- Patient consent for AI — when separate consent is needed.