AI Agent Troubleshooting Guide

This guide helps you check and fix common issues if an AI Agent is not working as expected in myCRMSIM.

Before reporting an issue, check this list:

• AI Agent is turned ON
• Correct AI Agent is selected
• Contact is not paused or in DND
• Credits are available
• Execution Window is correct
• Timezone is correct
• Knowledge is updated
• Conversation flow is complete
• Qualification is enabled (if needed)
• End Goal is selected
• Automations are created
• Add Tag action is configured
• Test AI is working properly

If the AI Agent is not replying to messages, check the following:
Make sure the AI Agent status is turned ON from the AI Dashboard.
Check that the correct agent is assigned to the contact or workflow.
Confirm that the contact is not in DND or paused from AI replies.
Check the Execution Window in the Configurations step. If the current time is outside the allowed window, the message may be queued until the next available time.
Make sure the agent has enough credits available to send messages.
Test the agent using the Test AI button to confirm the agent can respond properly.

If the AI Agent is sending messages outside the expected time, check the Execution Window settings.
Confirm the selected timezone is correct.

Asia/Karachi
Karachi (GMT+5)
Check the start and end time.

Start: 09:00 AM
End: 05:00 PM

If you want AI replies to follow the same time window, enable:
Also apply to AI replies
If messages should wait until business hours, set outside window behavior to:
Queue until next window

If the AI Agent is giving incorrect or incomplete answers, review the Knowledge step.
Check that the company information is clear and accurate.
Add FAQs for common customer questions.
Make sure pricing, services, delivery details, booking rules, and policies are updated.
Remove outdated or confusing information.
After updating the knowledge, test the agent again using Test AI.

If the AI Agent sounds too formal, too casual, too pushy, or not suitable for your business, check the Tone setting in the Instructions step.
Choose a tone that matches your use case.

Persuasive and Convincing
Enthusiastic and Energetic

Calm and Reassuring
Empathetic and Supportive

If the AI Agent is not asking the right questions or not qualifying leads correctly, check the Conversation step.
Make sure Qualification is enabled.
Review all qualification questions.
Check if any question is missing or unclear.
Make sure conditional logic is set correctly.
If needed, adjust the Qualification Priority setting.

Light for soft qualification
Balanced for normal qualification
Strict for serious lead filtering

If the AI Agent is not following the correct path based on the customer’s answer, check the Conditional Logic inside the Conversation step.
Review the condition carefully.

If answer is yes → go to next question
Make sure the condition text matches the type of customer answer you expect.
Avoid unclear conditions.
After updating the condition, run a test conversation and check if the AI follows the correct path.

If follow-up messages are not being sent, check the follow-up setup in the Conversation step.
Confirm the follow-up message is added.
Check the follow-up delay.

1 day, 0 hours, 0 minutes
Make sure the customer has not already replied before the follow-up time.
Check the Execution Window because follow-ups may wait until the next allowed time window.
Also confirm that the AI Agent is ON.

If the AI Agent is not booking appointments or sending booking links, check the End Goal in the Configurations step.
Confirm the correct goal is selected:
Book Appointment
or
Send Booking Link
If using Book Appointment, make sure the calendar provider and calendar are selected correctly.
If using Send Booking Link, make sure the booking link text or link is added correctly.
Test the booking flow before using it with real customers.

If contacts are not getting the correct tag, check the Automations page.
AI Agent conversations are managed inside the AI Agent Builder, but workflow actions such as Add Tag should be created from:
Automations → Create Workflow
Check that the workflow trigger is correct.
Confirm the Add Tag action is added.
Make sure the tag name is correct.

qualified_sales_lead
appointment_requested
not_interested
Test the workflow after saving it.

If the AI Agent sends the same message again and again, use Spintext in the Conversation step.
Add multiple message variations for the initial message and follow-ups.
This helps the AI rotate messages and sound more natural.
You can also adjust the Creativity setting.

Scripted for controlled replies
Adaptive for natural but controlled replies
Freeform for more flexible replies

If the AI Agent sounds too aggressive or pushy, check the Objection Handling setting.
Reduce the behavior from:
Assertive
to:
Confident, Persuasive, or Passive
For support agents, use a more calm and helpful tone.
Also review your conversation messages and remove overly aggressive sales language.

If you updated the AI Agent but changes are not appearing, check the following:
Make sure you clicked Save or Save & Exit.
Refresh the AI Dashboard.
Test again using Test AI.
If the agent is already live, turn it OFF and ON again if needed.
Also check that you are editing the correct AI Agent.

If the AI Agent conversation is working but CRM actions are not happening, check the Automations page.
Make sure the workflow is created.
Make sure the workflow trigger is correct.
Confirm the workflow includes the required action, such as:
Add Tag
Move Pipeline Stage
Send Follow-Up
Notify Team Member
The AI Agent handles the conversation, while the Automations page handles backend workflow actions.

Most AI Agent issues can be fixed by checking the agent status, conversation flow, knowledge, configurations, and connected automations.
Always use the Test AI simulator after making changes. This helps confirm that the AI Agent is responding correctly before it is used with real customers.