Guidance Center

Sun, 01 Feb 2026 00:00:00 +0000

Overview

When a Kognitos automation requires additional context or clarification to proceed, it raises an exception. An exception is an error or unexpected condition that prevents the automation from completing successfully.

Exceptions are resolved through guidance - input provided to the system on how to proceed. Using the Guidance Center, you can quickly provide guidance across automations to keep them running smoothly.

Exceptions

Exceptions are issues that prevent an automation from completing successfully. They occur when Kognitos encounters an unexpected condition, such as missing or invalid data, failed integrations or connections, and scenarios it hasn’t been taught to handle yet.

Types

Exceptions are grouped by the following types:


System Errors	Issues related to the Kognitos platform or internal processes. These are typically resolved by the Kognitos engineering team, and you'll be notified when they're fixed.
Configuration Errors	Issues with missing credentials, permissions, or integration settings that prevent your automation from accessing external systems. Example: Missing API key for an integration; authentication credentials have expired.
Value Errors	Missing or unclear data that prevents the automation from proceeding. Example: A required field like "Invoice Number" is missing from a document, or a value appears in an unexpected format.
Validation Errors	Issues where the automation needs confirmation that a condition or business rule has been met. Kognitos automatically classifies validation-related exceptions into this group for faster triage. Example: Verifying that a contract clause meets company policy requirements, or confirming that extracted data passes a business rule check.

Using the Guidance Center

Access the Guidance Center from the left navigation menu. It displays all open exceptions across your workspace, organized by automation and exception type.

Dashboard

When you open the Guidance Center, you’ll see a summary dashboard:

Metrics

The dashboard displays the following metrics to help you monitor automation health:

Metric	Description
Auto-completion (STP)	Percentage of runs that completed without manual intervention.
Runs Need Action	Number of runs currently paused and waiting for guidance.
Total Completion	Overall success rate across all automation runs.
Runs This Week	Number of automation runs in the current week.
Exception Rate	Percentage of runs that raised exceptions.
MTTR (Mean Time to Resolution)	Average time it takes to resolve exceptions.
Run Status	A visual chart that shows your automation performance over time, color-coded by resolution type: Auto-completion: Runs completed without manual intervention. Manually resolved: Runs that required your input to complete. Action needed: Runs are currently waiting for your action.

Action Items

An action item is a task created when one or more runs are affected by the same exception. The Guidance Center groups these runs by exception type, allowing you to review and resolve the issues in bulk, rather than one run at a time.

Each action item shows:

Name: The name of the issue that occurred (Missing Values, User System Error, etc.)
Priority: The severity of the automation exception
Run count: How many runs is this exception affecting
Automations: A list of automations that raised the exception

Selecting an action item lets you view the affected runs, review details, and provide guidance in bulk. Click on Start review to review the impacted runs and provide guidance.

System Issues

System Issues are internal platform errors that are being handled by the Kognitos engineering team.

Note

No action is required from you for system issues - Kognitos will handle them accordingly.

Exception Routing

Mon, 01 Dec 2025 00:00:00 +0000

Overview

Exception routing is a process configuration setting in Kognitos. It allows agent admins to configure assignment and notification rules for exceptions.

When a process encounters an (a question requiring guidance), these rules ensure that the right person is automatically assigned to handle it and that the appropriate team members are notified.

Configuration

Agent admins can configure exception routing for a given process, including the following settings:


Exception Assignment	Specifies who is automatically assigned to handle exceptions.
Email Notifications	Specifies who receives email alerts when exceptions need guidance.

How to Configure Exception Routing

Follow these steps to configure exception routing for a process:

1. Select a Process

Navigate to Processes and click on the process to be configured.

2. Exception Routing

Click on the menu ⋮ in the top-right and select Exception Routing.

Warning

The process must be in draft mode. If the process is published, click Edit first.

Exception Routing Menu Option

3. Exception Configurations

Configure the following details, which may be updated at any time:

Field	Description
Exception Assignee (Required)	The user(s) to assign to handle exceptions for this process. At least one user is required.
Notify Members (Optional)	The user(s) to notify via email when exceptions need guidance. This is optional and may be left blank.

Note

Only collaborators of the agent can be selected as assignees.

To add additional users, go to Settings → Invite Users → Add Collaborator.

Exception Configurations

4. Save and Publish

Press Save to apply your configuration changes. Then, publish your process to make the changes live.

Examples

1. Basic Assignment

In this example, exceptions go to the process creator with no notification recipients.


Exception Assignee	john.doe@company.com (Process Creator)
Notification Recipients	None

2. Specialized Handler with Team Notifications

Here, exceptions are assigned to the process creator while the team lead and backup get email notifications.


Exception Assignee	jane.smith@company.com (Process Creator)
Notification Recipients	team-lead@company.com, backup-person@company.com

3. On-Call Assignment

Here, the current on-call person is assigned exceptions while the manager stays informed through email notifications.


Exception Assignee	oncall@company.com (current on-call person)
Notification Recipients	manager@company.com

Feature-Documentation |

Guidance Center

Overview

Exceptions

Types

Using the Guidance Center

Dashboard

Metrics

Action Items

System Issues

Exception Routing

Overview

Configuration

How to Configure Exception Routing

1. Select a Process

2. Exception Routing

3. Exception Configurations

4. Save and Publish

Examples

1. Basic Assignment

2. Specialized Handler with Team Notifications

3. On-Call Assignment