Documentation Index
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You’re in Agent Builder mode. This page covers the self-serve iterate-after-a-call loop: read the transcript, ask Agent Builder to fix it, share the link. Click the Free trial — exit pill in the top-right corner for the full enterprise view.
Quick reference
| Issue | Where to look | What to do |
|---|---|---|
| Agent gave a wrong answer | Conversations → transcript | Tighten the topic that matched. Add the right sample questions to the correct topic. |
| Agent missed a topic that should have matched | Conversations → Diagnosis tab | Open the topic, add 3-5 phrasings closer to how the caller actually asked. |
| Agent went off-topic | Conversations → transcript | Add a behavior rule in Build > Agent > Behavior, or tighten the topic content. |
| Agent collected info but didn’t act on it | Conversations → Diagnosis tab | Wire up the action on the topic, or add a handoff step. |
| Welcome message is wrong | Agent Builder | ”Rewrite the welcome message to be warmer and mention reservations specifically.” |
| Voice sounds wrong | Configure > Agent voice | Pick another voice. Test on the next call. |
The loop
1. Find the call
Open Conversations. Every call lands here, including your test calls. Sort by date, filter by environment, or scan the PolyScore column for the lowest ratings. Click into one. The right panel opens: transcript on the left side, debugging tabs (Transcription, Scores, Details, Custom metrics) on the right.2. Read what happened
Look for:- Where the caller pushed back, repeated themselves, or asked the same thing twice. That’s usually a wrong-answer or missed-topic moment.
- Where the agent went quiet, said “I’m sorry, I didn’t understand”, or asked for the same piece of info more than once. Likely a flow validation issue.
- Where the agent answered something it shouldn’t have. Guardrail or topic-scoping problem.
- What the caller wanted that you didn’t expect. Sometimes the failure is missing intent coverage, not broken logic.
3. Ask Agent Builder to fix it
Be specific. The plan you get back is only as good as what you said:- “The agent told the caller we offer same-day delivery. We don’t. Update the shipping topic to say next-day at best, and add a confirmation step before quoting any delivery time.”
- “On the booking flow, the agent kept asking for the date even after the caller said ‘tomorrow’. Fix the entity extraction for relative dates.”
- “Add a new topic for ‘where is my refund’ that says we process refunds in 5-10 business days back to the original payment method.”
- “The welcome message is too formal. Make it warmer, like a friendly receptionist.”
4. Test the fix
Open the agent in the browser (Test in the top-right) and replay the scenario that broke. If it works, promote the new version from Sandbox to Live. If not, send Agent Builder another revision; the branch is still open.5. Send the link to someone new
You know what you fixed, so you’re biased. Send the share link to someone who isn’t in the loop and ask them to try the thing you broke. They’ll find the next thing.One change at a time
Resist the urge to batch fixes. One change per request is easier to plan, easier to review, easier to undo. The fair-use allowance favors small focused requests too.Related
Conversations
Where every call goes after it happens.
Prompting Agent Builder
Patterns for getting good fixes from short prompts.
Managed topics
The knowledge layer most fixes touch.
Share your agent
Three routes for getting it in front of testers.