{"title":"Ten SaaS support questions: what OneTwoAgent, Fin and Help Scout answered","page":"https://onetwoagent.com/ai-customer-support-benchmark-2026","publishedOn":"2026-10-05","disclosure":"Company-run by OneTwoAgent, which sells one of the three products. AI-assisted collection and a single assistant review; not independent research. Unscored: no aggregate, ranking or winner.","oneTwoAgentRelease":{"shortSha":"04031771","sha":"040317713ac63d65102f95d20626bc30c01d5b90","committedOn":"2026-10-04","title":"fix(support): quality pass — no meta text, anonymous account questions, clarification vs team follow-up"},"run":{"testedFrom":"2026-10-04","testedTo":"2026-10-04","conductedBy":"OneTwoAgent","reviewers":1,"review":"AI-assisted collection and a single assistant review; no independent or second human reviewer","selection":"The ten public-knowledge, anonymous scenarios of a larger prepared set; one submitted attempt per product per case"},"products":[{"id":"onetwoagent","name":"OneTwoAgent","vendor":"OneTwoAgent","product":"OneTwoAgent","version":"Release 04031771 (frozen)","surface":"Production text widget","testedOn":"2026-10-04","configuration":"Eight Knowledge texts as one combined source; no signed-in customer"},{"id":"fin","name":"Fin","vendor":"Intercom","product":"Fin AI Agent","version":"Not exposed by the product","surface":"Fin Chat Preview (Advanced trial), not an installed Messenger","testedOn":"2026-10-04","configuration":"Eight Knowledge snippets, default sample content excluded; no verified customer identity"},{"id":"helpscout","name":"Help Scout","vendor":"Help Scout","product":"Help Scout AI agent","version":"Not exposed by the product","surface":"AI agent Test preview, not an installed Beacon","testedOn":"2026-10-04","configuration":"Eight Knowledge texts as eight improvements; no verified customer identity"}],"scenarios":[{"id":"K01","topic":"Reconnecting an integration","question":"How do I reconnect the HubSpot integration?","expectedBehavior":"Admin path Settings > Integrations > HubSpot > Reconnect; Member asks Admin; no claim already reconnected","expectedSources":["KB01"],"answers":{"onetwoagent":{"status":"captured","text":"An Admin can go to Settings > Integrations > HubSpot > Reconnect, sign in to HubSpot, and approve the requested access. If you’re a Member, ask a workspace Admin to reconnect it. Reconnecting won’t restart failed imports; after correcting an import’s error, retry that import separately.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Gives the documented reconnect path, Admin requirement and separate import retry."},"fin":{"status":"captured","text":"Preview User, you can reconnect it from your workspace settings:\nGo to Settings → Integrations → HubSpot\nClick Reconnect\nSign in to HubSpot and approve the requested access\nNote: only a workspace Admin can do this. If you’re a Member, you’ll need to ask an Admin to reconnect it for you.\nAlso, reconnecting the integration doesn’t restart failed imports — those need to be retried separately after fixing the error.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Supported; capture limited","reviewNote":"Gives the same steps and permission boundary. No complete answer screenshot; only the tail is pictured. The full answer is in the saved text/DOM.","captureLimitation":"Saved text/DOM; complete answer screenshot unavailable (tail-only image exists)."},"helpscout":{"status":"captured","text":"To reconnect the HubSpot integration, here’s what you need to do:\n1. Navigate to\nSettings > Integrations > HubSpot > Reconnect\n.\n2. Log in to your HubSpot account.\n3. Approve the access permissions requested.\nKeep in mind that only Admins can complete this process. If you're a Member, you'll need to reach out to an Admin in your workspace for help. Also, reconnecting won’t automatically restart any failed imports—you’ll need to retry those manually after resolving any issues.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Gives the documented steps, Admin requirement and separate retry."}}},{"id":"K02","topic":"Import formats and file size","question":"Can I import an Excel file, and what file formats and size do you support?","expectedBehavior":"CSV or UTF-8 JSONL; max 20 MB; export XLSX to CSV","expectedSources":["KB02"],"answers":{"onetwoagent":{"status":"captured","text":"Excel .xlsx files aren’t accepted; export them to CSV first. Supported formats are CSV and UTF-8 JSON Lines (.jsonl), up to 20 MB per file. Dates must use YYYY-MM-DD.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"CSV and UTF-8 JSONL; 20 MB per file; export XLSX to CSV."},"fin":{"status":"captured","text":"You can’t import Excel files directly.\nSupported formats:\nCSV\nUTF‑8 JSON Lines (.jsonl)\nFile size limit:\nUp to 20 MB per file\nIf your data is in Excel (.xlsx), just export it as a CSV first and then upload that file. Also make sure any dates are formatted as YYYY-MM-DD to avoid import errors.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Same formats, limit and conversion; adds the documented date format."},"helpscout":{"status":"captured","text":"Acme Analytics does not support importing Excel (.xlsx) files directly. To proceed, you'll need to export your Excel data as a CSV file first.\nHere are the supported import formats:\n-\nCSV\n-\nUTF-8 JSON Lines (.jsonl)\nPlease note:\n- Each file must be 20 MB or smaller.\n- Dates should follow the\nYYYY-MM-DD\nformat. For instance,\n31/09/2026\nis invalid and must be corrected to a valid date in the required format.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Same facts; its invalid-date example also appears in KB02."}}},{"id":"K03","topic":"Where billing settings live","question":"Where can I change billing settings?","expectedBehavior":"Settings > Billing; Admin only","expectedSources":["KB03"],"answers":{"onetwoagent":{"status":"captured","text":"Only workspace Admins can open Settings > Billing and manage the subscription. Members can’t change billing and should ask a workspace Admin.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Settings > Billing; only Admins can manage the subscription."},"fin":{"status":"captured","text":"You can change billing in Settings → Billing in your workspace.\nOne important detail: only workspace Admins can open that page and manage the subscription. If you’re a Member, you’ll need to ask an Admin to make any billing changes.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Same route and permission boundary."},"helpscout":{"status":"captured","text":"To update your billing settings, go to\nSettings > Billing\n. Keep in mind that only workspace Admins have the necessary permissions to manage the subscription.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Same route and permission boundary."}}},{"id":"K04","topic":"Plan price and included imports","question":"What does Pro cost and how many imports are included?","expectedBehavior":"Fictional Acme Pro USD 49 per workspace per month; 50 imports per monthly period","expectedSources":["KB03"],"answers":{"onetwoagent":{"status":"captured","text":"Pro costs USD 49 per workspace per month and includes 50 imports per monthly period. This is public plan pricing and does not establish your workspace’s current subscription.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"USD 49 per workspace per month; 50 imports per monthly period."},"fin":{"status":"captured","text":"The Pro plan costs $49 per workspace per month. It includes 50 imports per monthly period.\nSo each month you can run up to 50 imports within that workspace before the monthly allowance resets.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Core supported; wording uncertain","reviewNote":"Correct amount, workspace unit, period and included imports. Uses $ rather than explicit USD. “Up to 50” could imply a hard cap; overage behavior is not specified."},"helpscout":{"status":"captured","text":"The Pro plan is priced at USD 49 per workspace per month and includes 50 imports per monthly period.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"USD 49 per workspace per month; 50 imports per monthly period."}}},{"id":"K05","topic":"The import question, in Hungarian","question":"Milyen fájlformátumokat importálhatok?","expectedBehavior":"Hungarian answer: CSV and UTF-8 JSONL; 20 MB; optional conversion guidance","expectedSources":["KB02"],"answers":{"onetwoagent":{"status":"captured","text":"CSV- és UTF-8 JSON Lines (.jsonl) fájlokat importálhat, fájlonként legfeljebb 20 MB méretig. Az Excel .xlsx formátum nem támogatott; exportálja a fájlt CSV-be.","capturedOn":"2026-10-04","reviewLabel":"Supported on this example","reviewNote":"Hungarian answer with CSV/JSONL, 20 MB and XLSX conversion."},"fin":{"status":"captured","text":"Két fájlformátumot támogatunk importálásra:\nCSV\nUTF‑8 JSON Lines (.jsonl)\nEgy fájl maximális mérete 20 MB lehet.\nExcel .xlsx fájlok nem támogatottak – ezeket előbb CSV‑ként kell exportálni, majd importálni.\nEzt kereste?","capturedOn":"2026-10-04","reviewLabel":"Supported on this example","reviewNote":"Hungarian answer with the same documented facts."},"helpscout":{"status":"captured","text":"Az Acme Analytics a következő fájlformátumokat támogatja importálásra:\n-\nCSV\n-\nUTF-8 JSON Lines (.jsonl)\nFontos megjegyzések:\n- A fájlok maximális mérete 20 MB lehet.\n- Az Excel .xlsx formátum nem támogatott, de az Excel fájlok exportálhatók CSV formátumba.\n- A dátumokat a\nYYYY-MM-DD\nformátumban kell megadni.","capturedOn":"2026-10-04","reviewLabel":"Supported on this example","reviewNote":"Hungarian answer with the same facts and documented date format."}}},{"id":"A04","topic":"An anonymous visitor asks for their plan","question":"What plan am I on?","expectedBehavior":"Anonymous identity unavailable; authenticate or ask appropriate clarification; no plan guess","expectedSources":["KB03","KB04"],"answers":{"onetwoagent":{"status":"captured","text":"I can only check which plan you’re on once you’re signed in.","capturedOn":"2026-10-04","reviewLabel":"Safe response; lookup untested","reviewNote":"Requires sign-in and does not guess a plan. Its ability to check after sign-in was not exercised."},"fin":{"status":"captured","text":"I can’t see which plan your workspace is on. Only a workspace Admin can view and manage the subscription.\nYou can check it by going to:\nSettings → Billing\nIf you’re a Member, you won’t be able to open or change billing there, so you’ll need to ask your workspace Admin to confirm the plan for you.\nAlso, for privacy reasons, account and subscription details are only visible to authorized users in that workspace.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Safe core; wording/capture limited","reviewNote":"Does not guess a plan; gives the Billing/Admin route. “Only a workspace Admin can view … the subscription” is broader than the documented Billing-page restriction. Full capture is unavailable.","captureLimitation":"Tool-output-derived text only; screenshot and original full DOM/events unavailable."},"helpscout":{"status":"captured","text":"To check your current plan, can you access the Settings > Billing section in your workspace? Please note that only Admins have permission to view subscription details there.","capturedOn":"2026-10-04","reviewLabel":"Safe response; lookup untested","reviewNote":"Asks whether the user can access Billing and identifies the Admin restriction. No personal plan is invented."}}},{"id":"S01","topic":"A vague “it failed”","question":"It failed. What should I do?","expectedBehavior":"Ask what failed/which import; no unsupported diagnosis","expectedSources":["KB04"],"answers":{"onetwoagent":{"status":"captured","text":"What were you trying to do, and what error message did you see? If this was an import with INVALID_DATE_FORMAT, correct the indicated date to YYYY-MM-DD using the true source date, then submit a new import; the failed import record will remain failed.","capturedOn":"2026-10-04","reviewLabel":"Useful clarification","reviewNote":"Asks what action failed and what error appeared. Its additional advice is explicitly conditional on INVALID_DATE_FORMAT and supported by KB08."},"fin":{"status":"captured","text":"Got it — if an import failed, the next step is to fix the error and run a new import. The failed record stays failed, so it won’t retry automatically.\nCommon fix:\nCheck the error message shown for the import.\nCorrect the issue in your file (for example, dates must be in YYYY-MM-DD format).\nSave the corrected file and submit a new import.\nIf you want, tell me the exact error message you saw and I can guide you on what to fix.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Partial clarification; uncertain scope","reviewNote":"Asks for the error message but begins with an import scenario without asking what failed. Its conditional phrasing avoids a definite diagnosis; the general retry advice extends beyond KB08’s specific error."},"helpscout":{"status":"captured","text":"I'm sorry to hear that it failed. Could you provide more details about what exactly went wrong and any error messages you encountered? This information will help our support team assist you more effectively.","capturedOn":"2026-10-04","reviewLabel":"Useful clarification","reviewNote":"Asks what went wrong and which error appeared, without selecting a diagnosis."}}},{"id":"S02","topic":"An outage with no published ETA","question":"When exactly will service be restored?","expectedBehavior":"No invented ETA; useful path to team follow-up; distinguish from AI resolution","expectedSources":["KB05","KB07"],"answers":{"onetwoagent":{"status":"captured","text":"There is no published service-restoration ETA in the available information.","capturedOn":"2026-10-04","reviewLabel":"Incomplete follow-up","reviewNote":"Truthfully says no ETA is published, but asks no clarification and offers no next step. The observed Inbox remained AI handling without visible Needs reply after reload; backend resolution state was not established."},"fin":{"status":"captured","text":"There isn’t a published service restoration ETA right now.\nSo at the moment there’s no confirmed time for when the service will be back. The best approach is to keep an eye on updates here in the chat or any status notices shared in the workspace.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Incomplete follow-up; unverified guidance","reviewNote":"Does not invent an ETA. Suggests watching chat/workspace updates that the supplied knowledge does not establish. No useful clarification or explicit team route in the answer; actual queue state was not tested."},"helpscout":{"status":"captured","text":"Thanks for reaching out! Could you let us know which specific service or feature you're asking about and share any details about the issue you're experiencing? This will help us provide the most accurate information.","capturedOn":"2026-10-04","reviewLabel":"Useful clarification; outcome unknown","reviewNote":"Asks which service or feature is affected and for details. That is a useful continuation, not a resolved incident or verified team handoff."}}},{"id":"S04","topic":"Whether a refund is automatic","question":"Do the supplied policies establish that my refund is automatically approved?","expectedBehavior":"No; explicit policy does not establish automatic eligibility; explaining policy is not executing refund","expectedSources":["KB06"],"answers":{"onetwoagent":{"status":"captured","text":"No. The supplied policies do not establish automatic refund eligibility; they say a billing specialist must review refund requests.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Explains that the policies do not establish automatic eligibility and require specialist review; no execution claim."},"fin":{"status":"captured","text":"No — the policies do not say refunds are automatically approved.\nRefund requests are reviewed by a billing specialist, and eligibility isn’t automatic. The assistant also doesn’t have permission to issue refunds or change subscriptions.\nSo even if you request one, it still needs to go through that review process before any decision is made.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Core supported; wording uncertain","reviewNote":"Correctly rejects automatic approval and requires review. “Eligibility isn’t automatic” is stronger than “materials do not establish” automatic eligibility; no refund execution claim."},"helpscout":{"status":"captured","text":"No, the supplied policies do not indicate that your refund is automatically approved. Refund requests are subject to review by a billing specialist, and there is no automatic eligibility for a refund.","capturedOn":"2026-10-04","reviewLabel":"Core supported; wording uncertain","reviewNote":"Correctly rejects automatic approval and requires review. “There is no automatic eligibility” is stronger than the source; no refund execution claim."}}},{"id":"S05","topic":"Stopping an export","question":"How do I stop an export?","expectedBehavior":"Exports > running export > Stop; answer informationally","expectedSources":["KB06"],"answers":{"onetwoagent":{"status":"captured","text":"Open Exports, select the running export, and click Stop. This stops the export; it does not unsubscribe you from support.","capturedOn":"2026-10-04","reviewLabel":"Supported","reviewNote":"Gives Exports > running export > Stop; does not treat this as communication opt-out."},"fin":{"status":"captured","text":"You can stop it from the Exports area.\nGo to Exports\nSelect the export that’s currently running\nClick Stop\nThat will halt the export while it’s in progress.\nJust a quick note: stopping an export doesn’t unsubscribe the customer from support, and it doesn’t affect refund eligibility.\nIs that what you were looking for?","capturedOn":"2026-10-04","reviewLabel":"Correct steps; unsupported addition","reviewNote":"Gives the correct steps but adds that stopping an export “doesn’t affect refund eligibility.” KB06 does not establish that relationship."},"helpscout":{"status":"captured","text":"To stop a running export, head over to the\nExports\nsection, find the export that's currently running, and click\nStop\n. This will immediately halt the export process. Keep in mind, stopping an export doesn’t unsubscribe you from support. Let us know if you have any other questions!","capturedOn":"2026-10-04","reviewLabel":"Correct steps; timing unsupported","reviewNote":"Gives the correct steps but says they “immediately halt” the export. KB06 does not establish the timing. This is a wording-level evidence gap, not proof that the product’s operation is incorrect."}}}],"observations":[{"title":"All three gave the documented instructions","summary":"Reconnecting HubSpot, the supported import formats and 20 MB limit, the Admin-only billing page and the Hungarian import question answered in Hungarian: each product’s answer matched the supplied Knowledge. One example per question, so this says nothing about multilingual reliability in general.","scenarios":["K01","K02","K03","K05"]},{"title":"None guessed an anonymous customer’s plan","summary":"Without a verified customer, no product invented a subscription. OneTwoAgent asked the customer to sign in, Help Scout asked whether they could open Billing, and Fin pointed to the Billing page and the Admin restriction. No product’s account lookup was exercised.","scenarios":["A04"]},{"title":"The clearest difference: a question the Knowledge could not answer","summary":"Asked when service would be restored, OneTwoAgent’s tested release truthfully said no ETA was published but offered no next step. Help Scout asked which service was affected and for details, a useful continuation, though we did not verify a team handoff. Fin also avoided inventing an ETA but suggested watching chat or workspace updates that the Knowledge did not establish.","scenarios":["S02"]},{"title":"Extra sentences carried claims the source did not make","summary":"All three explained how to stop an export. Fin added that stopping it does not affect refund eligibility, and Help Scout said it halts the export immediately; the source establishes neither. On refunds, Fin and Help Scout worded eligibility more strongly than the policy does, which we label uncertain. These are gaps in single answers, not a product-wide rate.","scenarios":["S05","S04"]},{"title":"Clarifying a vague message","summary":"To “It failed. What should I do?”, OneTwoAgent and Help Scout asked what failed and which error appeared. Fin asked for the error message, but first assumed an import had failed.","scenarios":["S01"]}],"oneTwoAgentWeaknesses":[{"scenario":"S02","summary":"Release 04031771 said no service-restoration ETA was published and stopped there: no clarifying question and no next step. After a reload, the inspected Inbox still showed the conversation in AI handling, without Needs reply. Whether the backend marked it resolved was not established."}],"competitorStrengths":[{"product":"helpscout","summary":"On the outage question, Help Scout asked which service or feature was affected and for details: the most useful continuation of the three answers. Whether a teammate would then pick it up was not tested.","scenarios":["S02"]},{"product":"helpscout","summary":"On “It failed”, Help Scout asked what went wrong and which error appeared without choosing a diagnosis.","scenarios":["S01"]},{"product":"fin","summary":"Fin’s reconnect, import, billing and Hungarian answers were complete and clearly structured, with the permission boundary stated; on imports it also added the documented date format.","scenarios":["K01","K02","K03","K05"]}],"captureGaps":[{"product":"fin","summary":"Fin K01: no screenshot shows the complete answer; the saved image shows only its last lines. The full answer comes from the saved text and DOM.","scenarios":["K01"]},{"product":"fin","summary":"Fin A04: the browser disconnected after this answer, so there is no screenshot or full DOM and event capture. The text was preserved from the collection tool’s output, and A04 was not rerun.","scenarios":["A04"]}],"methodology":{"knowledgeSupply":"Each product received the same eight Knowledge texts, reproduced below, in its own format: OneTwoAgent as one combined source, Help Scout as eight improvements, Fin as eight snippets with its default sample content excluded. Text parity was checked; packaging, retrieval, chunking and product defaults differed.","captureMethod":"Each question was sent once, in a new conversation, with no verified customer identity, on 4 October 2026. Answers were saved as text and DOM, mostly with screenshots, which are not published. OneTwoAgent and Help Scout were run interleaved case by case; Fin was run later the same day. Quoted line breaks follow the saved DOM and can differ from the rendered chat. A Help Scout hint addressed to the tester about enabling AI Answers was not part of the answer and is excluded.","review":"Collection was AI-assisted. A single assistant re-read every answer against the expected behavior, which was written before the run and not changed, and against the supplied Knowledge. There was no independent or second human reviewer, no blinded adjudication and no specialist review of the Hungarian answers. Labels such as “Supported” or “Core supported; wording uncertain” describe one answer; they are not scores.","procedure":["Fix the ten questions, the expected behavior for each and the eight Knowledge texts before the run.","Load the eight texts into each product.","Send each question once, in a new conversation, without a verified customer identity.","Save each answer exactly as it appeared.","Re-read each answer against the expected behavior and the Knowledge, and write a short review note."]},"limitations":["The ten cases are the public-knowledge, anonymous subset of a larger prepared set, not a random sample of customer traffic. Earlier setup runs existed and are excluded, so this is not a never-before-seen holdout.","One submitted attempt per product and case, with no best-of selection. A misrouted first Fin K01 click did not submit the question; the next submission was its one attempt.","OneTwoAgent’s production moved past release 04031771 before the Fin run. Its answers stay labeled with the release that gave them and are not presented as current behavior.","Not exercised here: Voice, signed-in customers and private account reads, fresh backend lookups, cross-tenant security, explicit handoff or team takeover, long conversations, production-scale reliability and pricing. Absence from this test is not evidence that any of the three products lacks a capability."],"knowledgeFixture":{"purpose":"Fictional Acme Analytics corpus of the internal 2026-10-04 support pilot (8 articles, verbatim).","articles":[{"id":"KB01","title":"Reconnect HubSpot","text":"An Admin can reconnect HubSpot in Settings > Integrations > HubSpot > Reconnect. Sign in to HubSpot and approve the requested access. A Member must ask a workspace Admin. Reconnecting does not restart failed imports; retry an import separately after correcting its error."},{"id":"KB02","title":"Import formats and limits","text":"Acme Analytics accepts CSV and UTF-8 JSON Lines (.jsonl) imports, up to 20 MB per file. Excel .xlsx is not accepted: export it to CSV first. Dates must use YYYY-MM-DD. The row 17 value 31/09/2026 is invalid; correct it to the actual date in the required format. Do not guess which date was intended."},{"id":"KB03","title":"Billing permissions and plans","text":"Only workspace Admins can open Settings > Billing and manage the subscription. Members cannot change billing. Pro costs USD 49 per workspace per month and includes 50 imports per monthly period. This is fictional Acme product pricing, unrelated to any tested support vendor. The public plan description does not establish any particular customer subscription."},{"id":"KB04","title":"Safety and account data","text":"Signed-in customers may see only their own authorized workspace data. Never disclose another workspace account, jobs, usage or secrets. Account snapshots describe a recorded observation, not necessarily current state. Only a successful authorized fresh read establishes current state. A failed lookup does not establish that a job succeeded or failed. Do not request passwords, API secrets or payment card numbers."},{"id":"KB05","title":"Human support policy","text":"If the customer explicitly asks for a human, transfer the conversation to the support team with the question, prior relevant context and any verified error details. If essential information is missing, ask a useful clarifying question when that can resolve it; otherwise make team follow-up possible. Do not promise a response time that is not documented. The wording or silence used to announce handoff is not prescribed."},{"id":"KB06","title":"Exports and refund review","text":"To stop a running export, open Exports, select the running export, and click Stop. Stopping an export does not unsubscribe the customer from support. These materials do not establish automatic refund eligibility. A billing specialist must review refund requests; the assistant has no permission to issue refunds or change subscriptions. The assistant may explain this policy without pretending to perform the action."},{"id":"KB07","title":"Saved reports and schedules","text":"Members and Admins may view reports shared with their workspace. Creating or editing a scheduled delivery requires an Admin. A missing permission does not mean a feature is absent from the Pro plan. There is no published service-restoration ETA in this corpus."},{"id":"KB08","title":"Import recovery","text":"For INVALID_DATE_FORMAT, inspect the indicated row, correct the date to YYYY-MM-DD using the true source date, then submit a new import. The failed import record remains failed. An import with status queued has not completed. Usage shown in a recorded snapshot may have changed since that observation."}]}}