AI Agent Troubleshooting

AI agents are at the core of the Alex platform's capabilities. This guide will help you identify and resolve common issues with agent configuration, performance, and behavior.

Agent Activation Problems

Agent Not Starting

Symptoms:

• Agent shows "Paused" status

Solutions:

1. Check Agent Status
   • Navigate to Agents → select the agent → Status
   • Verify the agent is toggled to "Running" (green switch)
   • Check for any warning icons or error messages
2. Verify Email Account Connection
   • Go to Agents → select the agent → Accounts
   • Confirm the agent has associated email accounts
   • Check for authentication errors or access revocation
   • Test sending a manual email through the connected accounts
3. Resolve Resource Limitations
   • Check if you've reached your plan's agent limit
   • Verify sufficient quota for additional active agents
   • Consider upgrading your plan if at capacity

Agent Response Problems

Agent Sending Incorrect Responses

Symptoms:

• Responses contain factual errors
• Agent misinterpreting prospect questions
• Inappropriate messaging or tone

Solutions:

1. Review Knowledge Base
   • Navigate to Agents → select the agent → Pitch
   • Check for outdated or incorrect information
   • Update product details, pricing, and capabilities
   • Add clarification for commonly confused topics
2. Adjust AI Response Settings
   • Navigate to Agents → select the agent → Outreach
   • Configure tone settings to match your brand voice
   • Set appropriate timezone to ensure timely responses
   • Select the correct language for your target audience
   • Define clear goals to guide the agent's conversation strategy
3. Provide Training Examples
   • Navigate to Agents → select the agent → Fine Tune
   • Add examples of correct emails
   • Demonstrate preferred tone and style

Agent Workflow Issues

Failed Message Handoffs

Symptoms:

• Human-to-agent or agent-to-human handoffs failing
• Messages getting stuck in transition
• Notification failures for handoff requests

Solutions:

1. Review Handoff Configuration
   • Navigate to Agents → select the agent → Handoffs
   • Verify that handoff triggers and conditions are correctly defined
   • Check notification settings for human team members
2. Configure Fallback Procedures
   • Set up escalation paths for unacknowledged handoffs
   • Configure timeouts for response waiting periods
   • Create emergency fallback contacts

Agent Integration Issues

Agent-Calendar Integration Issues

Symptoms:

• Meeting booking failures
• Incorrect availability shown to prospects
• Double-booked appointments

Solutions:

1. Review Scheduling Link Configuration
   • Navigate to Agents → select the agent → Outreach
   • Verify that the scheduling link is correctly entered in the "scheduling link" field
   • Double check in your provider (Calendly, HubSpot, etc.) that the link is active and properly configured
2. Test Booking Flow
   • Manually check that the link flow is working as expected
   • Check confirmation emails and calendar events
   • Verify timezone handling for different prospect locations
3. Configure Booking Buffers
   • Set appropriate buffers between meetings
   • Configure preparation time before meetings
   • Set travel time for in-person meetings

Remember that resolving agent issues often requires a systematic approach to isolate the exact cause. When contacting support about agent problems, always try to provide specific examples, error messages, and details about when the issue began occurring.