Quick Fix — Try These First
If Co-Pilot isn't responding, appears frozen, or shows a thinking indicator that never completes:
Step 1: Hard refresh your browser
Mac: Cmd + Shift + R
Windows/Linux: Ctrl + Shift + R
This clears cached data and forces a fresh connection. A regular refresh (F5) may not be enough.
Step 2: Start a new conversation thread
Click the New Thread button (or the "+" icon) in the Co-Pilot panel to start a fresh conversation. If the current thread's connection dropped, a new thread establishes a new connection.
Step 3: Try a simple test message
In the new thread, send something simple like "What documents do I have uploaded?" If Co-Pilot responds, the issue was with the previous thread's connection — not a platform problem. You can continue working in the new thread.
If none of these work, the issue is likely on Brelly's side. Contact support — don't keep troubleshooting. See Getting Help below.
Why Co-Pilot Stops Responding
Co-Pilot connects to Brelly's AI servers through a live streaming connection. When you send a message, that connection stays open while Co-Pilot processes your request and streams the response back. Several things can interrupt this:
Browser or network issues (most common):
Your internet connection dropped briefly — even a momentary interruption can break the stream
Your browser tab was in the background too long and the OS deprioritized the connection
A VPN or corporate firewall interfered with the streaming connection
Browser extensions (ad blockers, privacy tools) blocked the connection
Document processing not complete:
You uploaded or imported documents that are still processing
Co-Pilot can't reference files that haven't finished processing yet
Check Files or Financials > Estimates for any items still showing a processing indicator
Connection timeout:
Very complex requests (analyzing large estimates, generating detailed reports) can take several minutes
If the request runs longer than 5 minutes, the server connection may time out
This is rare but can happen with large Xactimate estimates or multi-document analysis
Platform incident:
If multiple users are affected at the same time, it's a platform-wide issue
Brelly's team monitors for these and resolves them — no action needed on your end beyond waiting
Check the Brelly Skool community or support chat for incident updates
Recognizing a Platform Issue vs. a Local Problem
It's probably a local/browser issue if:
Co-Pilot works after a hard refresh or new thread
Co-Pilot works in a different browser or incognito window
Other Brelly features (Files, Financials, Overview) load normally
Only one specific thread is frozen while new threads work fine
It's probably a platform issue if:
Co-Pilot doesn't work even after refresh, new thread, and different browser
Other Brelly features are also slow or unresponsive
Other people on your team are experiencing the same thing
The issue started suddenly and affects all claims, not just one
If it's a platform issue, contact support once to report it — the team is likely already aware and working on it.
Co-Pilot Shows a Thinking Indicator That Never Completes
This usually means one of two things:
Co-Pilot is still working. Complex tasks — comparing large estimates, generating strategy reports with multiple documents, running analysis across many line items — can take 1–3 minutes. The thinking indicator is normal during this time. Wait at least 2 minutes before assuming something is wrong.
The connection dropped silently. The thinking indicator stays visible because the browser doesn't know the connection was lost. Hard refresh (Cmd/Ctrl + Shift + R) will resolve this. Your message and any partial response are saved — you won't lose anything.
If you've waited 3+ minutes and the indicator is still spinning:
Hard refresh the page.
Check if a response appeared — Co-Pilot may have finished while the UI was stuck.
If no response, start a new thread and re-send your question.
Co-Pilot Keeps Repeating or Looping the Same Response
This is a different issue from "not responding." If Co-Pilot responds but gives you the same answer repeatedly, or gets stuck in a loop:
Try being more specific in your prompt. Vague questions like "help me with my claim" can cause loops because Co-Pilot doesn't have enough direction. Instead, reference specific documents or ask specific questions:
Instead of: "Help me with this estimate"
Try: "Compare the carrier's initial estimate to my contractor's scope and list the items they reduced in the roofing category"
Start a new thread. If the current conversation has gotten long or confusing, a fresh thread gives Co-Pilot a clean context. Copy your latest question and send it in the new thread.
Check that your documents are properly uploaded. If Co-Pilot can't find the documents you're referencing, it may repeat generic guidance instead of giving specific analysis. Go to Files or Financials > Estimates and confirm your documents are there and processed.
Checking That Your Documents Are Ready for Co-Pilot
Co-Pilot can only work with documents that have finished processing. If you've recently uploaded or imported files:
Files section: Go to Files in the sidebar. All documents should show as available — no processing indicators or error icons.
Estimates: Go to Financials > Estimates. Each imported estimate should show a line item count and total. If you see a progress indicator or "Extracting..." status, wait for extraction to complete before asking Co-Pilot to analyze that estimate.
Notes and Conversations: These are available to Co-Pilot immediately after saving — no processing delay.
If a document failed to process (you see an error icon), try re-uploading it. See "How to Upload Documents and Add Notes in Brelly" for supported file types and upload steps.
Browser Troubleshooting
If Co-Pilot issues persist after the quick fix steps:
Clear your browser cache for Brelly:
Open your browser settings → Privacy/History → Clear browsing data
Select "Cached images and files" (you don't need to clear cookies or passwords)
Clear, then reload Brelly
Try an incognito/private window:
Open Brelly in an incognito window and sign in. If Co-Pilot works there, a browser extension is likely interfering. Common culprits:
Ad blockers (uBlock Origin, AdBlock Plus)
Privacy extensions (Privacy Badger, Ghostery)
VPN browser extensions
Try a different browser:
If you're on Chrome, try Firefox or Edge (or vice versa). If Co-Pilot works in a different browser, the issue is browser-specific.
Check your internet connection:
Run a speed test — Co-Pilot needs a stable connection, not necessarily fast
If you're on WiFi, try moving closer to your router or switching to a wired connection
If you're on a corporate network, check if your IT team blocks streaming connections (WebSocket/SSE)
Getting Help
If Co-Pilot still isn't responding after trying the steps above:
Use the Support chat (sidebar or chat bubble) — this reaches the Brelly team directly, even when Co-Pilot is down
Note what happened — when it started, what you were doing, whether a hard refresh or new thread helped
Check Brelly Skool — during known incidents, the team posts updates in the community
Don't keep troubleshooting on your own if the quick fix steps didn't work. A non-responsive Co-Pilot after refresh + new thread + browser check is almost always a server-side issue that the Brelly team needs to resolve.
Summary: Troubleshooting Flowchart
Co-Pilot not responding? → Hard refresh (Cmd/Ctrl + Shift + R)
Still not responding? → Start a new thread, send a simple test message
New thread works? → Old thread's connection dropped. Continue in the new thread.
New thread doesn't work? → Try incognito window or different browser
Works in incognito? → A browser extension is interfering. Disable extensions and retry.
Nothing works? → Platform issue. Contact support via the chat bubble. Don't keep retrying.