Troubleshooting

Learn how to identify and resolve common agent issues, plus when and how to escalate problems for additional support.

Common Issues and Solutions

Agent Management Issues

Cannot Delete Agent

• Cause: Agent is currently assigned to active contacts
• Solution: Use the Reassign flow to move contacts to different agents before deletion

Missing “Publish to Marketplace” Option

• Cause: Insufficient permissions
• Solution: This feature requires Super Admin access

Response Quality Issues

Agent Not Responding Correctly

• Cause: Incorrect objection handling or FAQ responses
• Solution:
  1. Navigate to Agents page
  2. Open the problematic agent
  3. Access the code editor
  4. Use Ctrl/Cmd + F to find the relevant objection handler
  5. Update the response content between XML tags

Agent Using Wrong Conversation Flow

• Cause: Incorrect agent selected in conversation view
• Solution: Check the process selector dropdown in the Conversations tab and select the correct agent

Technical Issues

Performance Problems

Slow Response Times

• Check internet connection and system performance
• Verify agent complexity isn’t causing processing delays
• Contact technical support if issues persist

Inconsistent Behavior

• Review agent prompt for conflicting instructions
• Test in playground to identify problematic scenarios
• Simplify complex conversation flows if needed

Auto Pilot Issues

Agent Not Responding Automatically Check These Settings:

• Verify Auto Pilot is enabled for the conversation
• Confirm response timing settings are configured
• Check that the agent is properly assigned to the contact
• Ensure no system maintenance is affecting automation

Responses Seem Inappropriate Possible Solutions:

• Review recent conversation history for context
• Check if the correct agent is selected for the lead source
• Verify agent configuration hasn’t been accidentally modified
• Test agent responses in the playground

Customers Complaining About Automation Immediate Actions:

• Switch to manual mode for affected conversations
• Review and improve agent personality and responses
• Consider adjusting response timing to feel more natural
• Train team on when to take over conversations

Configuration Problems

Agent Responses Don’t Match Intended Personality

• Review the Context and persona sections in agent configuration
• Check that all responses are consistent with intended brand voice
• Test various conversation scenarios in playground
• Update inconsistent responses systematically

Objection Handling Not Working

• Verify objection response IDs match expected triggers
• Test specific objection scenarios in playground
• Check that objection responses are properly formatted in XML
• Ensure responses address the actual customer concern

FAQ Responses Outdated or Incorrect

• Review all FAQ responses for accuracy
• Update any changed policies, pricing, or procedures
• Verify contact information and hours are current
• Test FAQ triggers to ensure they activate properly

Escalation Procedures

When to Escalate

Process Bugs or Degraded Performance

• Agent responses becoming less effective over time
• Technical errors in conversation processing
• Unexpected behavior changes after system updates
• Multiple customers reporting similar issues

Tip

Document issues thoroughly before escalating. Screenshots and specific examples help support teams resolve problems faster.

Escalation Process

1. Take screenshots of problematic responses

   • Capture the full conversation context
   • Include any error messages or unusual behavior
   • Note the time and date of the issue

2. Document the conversation context and customer details

   • Lead source and customer information
   • Conversation stage when issue occurred
   • Expected vs. actual agent behavior

3. Share information in your dealership’s WhatsApp group chat

   • Post screenshots and description
   • Tag relevant team members
   • Include urgency level (high, medium, low)

4. Senior Prompt Editors will provide quick fixes and solutions

   • Follow provided instructions carefully
   • Test solutions before applying to live agents
   • Report back on whether the fix resolved the issue

Support Channels

Technical Issues

• System bugs and performance problems
• Integration failures with other systems
• Data synchronization issues
• Auto Pilot functionality problems

Process Optimization

• Agent performance improvement recommendations
• Conversation flow enhancement suggestions
• Best practice implementation guidance
• Training and skill development support

Preventive Measures

Regular Monitoring

Daily Checks

• Review agent performance metrics
• Monitor customer satisfaction scores
• Check for any escalated conversations
• Verify Auto Pilot is working as expected

Weekly Reviews

• Analyze conversation completion rates
• Review common customer feedback themes
• Check for any new objection patterns
• Update FAQ responses as needed

Monthly Optimization

• Comprehensive agent performance analysis
• Update agent configurations based on performance data
• Review and refresh objection handling responses
• Plan improvements for underperforming agents

Quality Assurance

Before Deploying Changes

• Test all modifications in playground thoroughly
• Verify changes don’t conflict with existing responses
• Check that personality and brand voice remain consistent
• Get approval from team leads for significant changes

After Deploying Changes

• Monitor initial customer interactions closely
• Gather feedback from team members
• Track performance metrics for any changes
• Be prepared to revert changes if issues arise

Self-Help Resources

Quick Diagnostics

Agent Not Responding

1. Check if Auto Pilot is enabled
2. Verify agent is assigned to the contact
3. Confirm conversation is active and not closed
4. Test agent responses in playground

Poor Response Quality

1. Review recent agent configuration changes
2. Test problematic scenarios in playground
3. Check if correct agent is selected for lead source
4. Verify objection handling and FAQ responses are current

Customer Complaints

1. Review specific conversation history
2. Identify where conversation went wrong
3. Check if issue is with agent configuration or selection
4. Test similar scenarios to see if issue is systematic

Training Resources

• Use the playground extensively to understand agent behavior
• Review successful agent configurations from similar lead sources
• Practice editing techniques on test agents before modifying live ones
• Ask experienced team members for guidance on complex issues

Note

Most agent issues can be resolved through careful testing and systematic troubleshooting. Don’t hesitate to ask for help when needed, but try the basic troubleshooting steps first.

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Effective troubleshooting requires systematic thinking and careful documentation. When in doubt, test in the playground first and escalate with detailed information when needed. Next, learn Best Practices for maintaining high-performing agents.