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First work out which of two things happened: your agent never tried the action, or it tried and the action failed. The call record shows which, and the fix is completely different. An action that was never tried is usually a gap in your instructions rather than a broken connection.

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Start here

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My agent never tried the action

Why this happens. Switching an action on makes it available. Your instructions decide when it is used. If nothing tells your agent that this situation calls for booking, it will have a perfectly polite conversation and book nothing. Fix it. Add an explicit line to your instructions naming when the action applies, for example “when a caller wants an appointment, check availability and book it”. See Write what your agent says. Still stuck. Check the action is attached to the agent that took the call, not to another agent. This catches people out after building a second agent.

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It ran but nothing appeared in my tool

Why this happens. The action reached your tool and was rejected, or it wrote to a different place than you are looking. A calendar action can also write to a calendar other than the one you have open. Fix it. Check which account and which calendar or record type the action is pointed at. For calendars, see Connect Google Calendar. Still stuck. Look at the same moment in your tool’s own history. If nothing arrived at all, the connection is the problem. If something arrived in the wrong place, the action’s settings are.

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It ran twice

Why this happens. Usually the caller asked twice in different words, and your agent obliged both times. Occasionally a retry after an unclear response causes it. Fix it. Tell your agent to confirm rather than repeat: “if you have already booked an appointment on this call, confirm the existing booking instead of making another”. Still stuck. Read the call record. It shows whether the caller asked twice, which decides whether this is an instruction problem or something to send to support.

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The caller waited too long and gave up

Why this happens. Actions take a moment, and the caller hears that moment as silence. Several actions in one call add up. Fix it. Cut the set of actions to what the call actually needs, and have your agent say what it is doing, for example “let me check the diary for you”. A narrated pause feels much shorter than a silent one. Still stuck. If a single action is consistently slow and it reaches your own system, the delay is on that side. See Build a custom action.

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My connection needs reconnecting

Why this happens. Access granted to a tool can expire or be revoked, often when someone changes a password or leaves the company. The usual sign is an action that used to work and now does not. Fix it. Reconnect the tool in the app store. Nothing about your agent needs changing. Still stuck. Connect using an account that will not change hands, rather than a personal one belonging to whoever set it up first.

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FAQ

Most often because nothing in its instructions said to book in that situation, so it never tried. Check the call record to see whether the action was attempted at all before looking at your calendar connection.
The call record shows what your agent did during the call. That distinction, never tried versus tried and failed, is the first thing to establish, because the two have completely different fixes.
Usually the caller asked twice in different words and your agent did as asked both times. Tell it to confirm an existing booking rather than create a second one if it has already acted on this call.
Access to the tool has expired or been revoked, which commonly happens when a password changes or the person who connected it leaves. Reconnect it, and prefer a shared account over a personal one.
No. The call continues and your agent tells the caller it could not complete the task. What it offers next comes from your instructions, so write that fallback down rather than leaving it to improvise.
The action is running and the caller hears the wait. Have your agent narrate it, for example “let me check the diary”, which makes the same pause feel much shorter. Keeping the action set small helps too.