Connect with other users for tips and advice. For immediate help, email support@heygen.com.

Ask the community

I’m facing an issue while trying to create a video using the HeyGen Agent workflow. I’m attempting to provide 

my own starting video, ending video, and full audio

, along with instructions for how the visuals should be synced to the audio. However, HeyGen keeps showing the error:

“Something went wrong while processing your prompt.”

Add visuals / stock clips / B-roll and make them move according to the audio lines.

Basically, I want the tool to generate relevant moving visuals synced to the narration.

apply a good background and make the final output look clean in landscape mode

The problem is:
 Whenever I provide instructions like this, HeyGen refuses to process the prompt and returns the error mentioned above.

 between the starting and ending segments 

It seems the system currently doesn't allow giving an agent 

partial video inputs combined with full custom audio

 and then asking it to fill in the middle using AI visuals.

If there is a limitation, I request guidance on:

How to correctly structure the prompt so the agent accepts custom video + custom audio + AI-generated visuals 

Please help, as this is a basic requirement for creating polished, non-avatar content using the agent system.

Connect with the community, find inspiration, and learn how to make your best videos. 

Dive deeper in the Geniverse. Learn, connect and level up with HeyGen.

Login to the HeyGen community to connect with others, attend community events, and more!

To unlock all parts of the community and get the best experience, complete your profile.