Where issues come from
Raised by on each issue says how it started.Statuses and priorities
Priority is Urgent, High, Medium, Low or none.
Find an issue
The list groups issues by status. Pending and In progress start open, Resolved and Cancelled start folded; select a group’s name to open or fold it.- Search issues matches titles, descriptions, comments and comments on a reply. When the match is in a comment, the row shows where.
- Status shows one status, or All.
- Filter narrows by Raised by (how it started, or who raised it), Assignee (including Unassigned) and Priority. Each filter in use becomes a dark chip. Select the chip’s value to change it, or × to remove it.
- Sort orders by Newest or Highest priority.
Open an issue
Select a row to open the issue beside the list. ↑ and ↓ in its header step through the list, and Open fullscreen details gives the issue its own page.- An issue raised by hand shows its Description, which you can Edit.
- An issue about a conversation shows the Transcript. Replies with a comment on them are highlighted with what was flagged. Open full conversation opens it on the Conversations page.
- Activity lists comments, comments on a reply (marked with the turn number), status and priority changes, merges and Mastermind chats.
- Details has the issue ID, when it was created, its status, priority, who raised it and who it is assigned to.
Work through an issue with Mastermind
Discuss with Mastermind opens a Mastermind chat that starts with the issue, and records the chat in the issue’s activity. Mastermind can read the issue and the conversations behind it and suggest a fix. Once a chat exists, Continue in Mastermind returns to it and New Mastermind chat starts another one. You can also ask Mastermind about issues directly: which issues are open for an agent, what the most common one was this week, to summarize one and suggest a fix, to mark one resolved, to open one, or to merge several that share a cause. Opening, updating and commenting on an issue happen as soon as you ask, in every mode except Plan first. Merging waits for you to approve it in its card.Resolve, reopen and merge
- Resolve marks the issue resolved. Reopen brings a resolved or cancelled issue back to Pending.
- Merge into… folds this issue into another pending or in-progress issue of the same agent. Pick the issue to keep: its conversations and the more urgent of the two priorities move to it, and it counts both reports. Fix the cause once, on the issue you kept.
- Under Merge proposal, Link connects the merge proposal that fixes the issue. Merging that proposal resolves the issue.
Flag an issue from a conversation
On a transcript in Conversations, hover a reply and choose Flag issue to comment on that reply, or choose Flag issue beside the conversation’s summary to comment on the whole conversation. Describe what went wrong, set a status, priority or assignee if you like, and choose Flag issue. The summary then shows the issue’s status and View issue.The agent’s Flag issue for review tool
Turn on Flag issue for review in the agent’s Tools to let it open issues itself. When it is unsure how to proceed, for example on an ambiguous request, a policy question or a tool that failed, it writes a short description of the problem and keeps helping the customer. The customer is not told. If it flags again in the same conversation while the issue is open, the new description is added to the same issue as a comment.When a tool call is refused
A tool call is refused before anything reaches the tool when a required parameter has no value, such as a Dynamic variable the conversation never supplied, or when a value doesn’t fit its parameter’s type. The call fails as usual, so a workflow Tool step takes its failure path. During a live conversation the agent’s Issues also get an issue, raised by Agent, that names the workflow step (or says the agent called the tool), the tool, the parameter and the variable it reads, and says that nothing was sent. It never includes the conversation’s values. Another refused call in the same conversation is added to the open issue as a comment. Preview conversations and test runs don’t raise these issues, and neither do errors the tool’s own server returns, such as an HTTP error or a timeout.When a call closes after its workflow stalled
On a voice call, when the person is still on the line but the conversation stops moving on a workflow step, the agent checks in with them. If the call still doesn’t move, the agent closes it, and the call is recorded as Failed. When that step is not one that only closes the call, no step that closes the call ran, so nothing the workflow records there ran either, such as a tool that logs the call’s outcome, and the agent told the person that a member of the team would follow up. The agent’s Issues then get an issue, raised by Agent, with a title such asCall closed after the workflow stalled on "Qualify the lead". It names the
step, says how long the call had been on it and that no outcome was recorded,
and suggests checking the step’s exits against the call’s transcript. It never includes what was said or the
conversation’s values. If the conversation already has an open issue the agent
raised, this one is added to it as a comment. A call that stalls on a step
that only closes the call, with nothing left to collect, ends with a plain
goodbye and raises no issue. Preview calls never raise one.
Use the API
The developer API lists, reads, opens, updates, comments on, merges and deletes issues, so you can triage them from your own tools. A key deletes only the issues its creator raised, even when an Owner created the key; it gets403 for any other issue. Cancel an issue to
close it instead.