Fabricated facts
The agent invents pricing, features, dates. Cause: the knowledge base doesn't contain the truth on that topic, so the agent improvises. Fix: add the missing knowledge as a Drive doc marked "agent-visible", or as a Help article.
Off-tone
Agent reads as too casual, too formal, or wrong language. Fix: update the persona description with concrete examples. "Valentina is professional but warm; she uses ‘tú' in Spanish, not ‘usted'."
Refuses to act
Agent says "I can't help with that" on things it should help with. Cause: a guardrail is too broad, or a tool permission is missing. Check the tool list — if it can't see the CRM, it can't answer CRM questions.
Loops
Agent answers, prospect asks same question, agent answers same way, repeat. Cause: the agent isn't recognizing the question is being re-asked. Add an escalation rule: "If same intent detected 3x, escalate."