Symptom: The agent says the correct code-phrase, the command triggers, but the action still fails (e.g., no SMS received, booking not created).
The Logic: In most cases, the scenario logic is correct, but the project configuration is incomplete. The agent attempts the action, but lacks the necessary data (phone numbers, links, flags) to complete it.
Common cases
Missing Booking Link (Restaurant industry): You switch a scenario from Make a Regular Table Booking via Link to Make a Regular Table Booking, but the Link (URL) - Google Booking Reservation (
project_attributes_restaurant_googlemaps_reservation_url) attribute is left empty. The agent tries to book, but has nowhere to send the request.SMS Disabled via Flag: A project attribute like
project_attributes_setting_sms_send_information_enabledwas set toFalse(perhaps during maintenance) and never switched back. The agent triggers the SMS command, but the system blocks it.Transfer Fails: The agent attempts to transfer a call, but the fallback response plays because the escalation phone number attributes are empty.
Key Takeaway: Whenever scenarios are updated or restored from the library, you must verify that all required attributes are correctly populated.