AI Troubleshooting Playbook

    Use this playbook when AI-assisted tools do not respond as expected, give unclear answers, answer questions they should escalate, miss business information, or behave differently from the intended support journey.

    Who this playbook is for

    • Account owners
    • Admin users
    • Support users
    • Operations users
    • Teams using AI-assisted tools where enabled

    Diagnostic Steps

    1. Identify the AI tool or area

    Confirm whether the issue involves AI Employee, Ask AI, Conversation AI, Voice AI, AI Studio, or an AI-assisted workflow where enabled.

    2. Confirm the intended AI role

    AI should have a clear role. Confirm whether it should answer, ask for more information, route the conversation, or escalate to a human.

    3. Review business information

    Incorrect or missing business information can lead to incomplete or unsuitable AI answers.

    4. Review AI boundaries

    Check whether the AI is trying to answer billing, legal, financial, medical, migration, tax, private account, complaint, or sensitive questions that should be escalated.

    5. Test example questions

    Test common questions, edge cases, urgent cases, billing questions, complaints, and questions the AI should not answer.

    6. Review human handoff rules

    Confirm when the AI should stop and involve a human or support request.

    7. Review connected workflows or communication tools

    If AI is connected to workflows, messages, or conversations, check those connected areas too.

    8. Monitor repeated issues

    Repeated incorrect answers may indicate missing information, unclear instructions, or configuration needing review.

    When to request support

    Submit a support request if:

    • AI gives incorrect or unclear answers.
    • AI answers questions it should escalate.
    • AI does not respond where expected.
    • AI-assisted workflows behave unexpectedly.
    • AI-related usage or account configuration needs review.
    • You need account-specific AI configuration help.

    What to include:

    • AI tool involved
    • Example question or prompt
    • Expected answer
    • Actual answer
    • Conversation or contact example
    • Screenshot or screen recording
    • Date and approximate time tested
    • Whether the issue affects live customers or testing only

    Need Account-Specific Help?

    If your question requires account access or private configuration review, submit a support request with examples and screenshots.