Section 4C: Troubleshooting the Agent

Content Type: Troubleshooting

4.6 Agent gave a wrong or outdated answer

The data in the CRM is outdated The agent answers based on what's in your CRM. If a record hasn't been updated recently, the answer reflects that. Fix: Update the relevant field or record, then re-ask.

You asked from the wrong context Global chat searches across all records. Asking from inside an account or opportunity constrains the agent to that record. Fix: Navigate to the relevant record and ask from there.

The transcript or email hasn't synced yet A meeting that just ended or an email that just arrived may not be processed yet. Fix: Wait 5–10 minutes and try again.

The question is ambiguous The agent makes its best guess when questions are unclear. Fix: Add more context. Instead of "What's the status of the deal?", try "What's the current status of the Acme Corp opportunity, including the last meeting outcome and open next steps?"

You need deeper account context For complex questions, open the agent from inside the account record rather than global chat. This gives it access to the full account history — all emails, meetings, notes, and transcripts.

4.7 Skill not triggering as expected

The skill name is wrong Skills are triggered by name. A typo means the agent may not recognize it. Fix: Ask "What skills are available?" to see the full list, then use the exact name.

The skill file is missing required formatting Custom skills need a name and description in the frontmatter, plus a clear prompt body. The description field is especially important — it's how the agent decides when to trigger the skill automatically. Fix: Open the skill in the Skills section and check the format.

The skill is missing required data Some skills depend on data being present — for example, the Draft quote skill needs pricing information in your Knowledge base. Fix: Check what the skill prompt references and make sure that context exists.

The skill ran but produced unexpected output The prompt may need refinement. Fix: Open the skill, make the prompt more specific, and re-run.