Action authority
An AI output may propose an action; SHVYA's backend checks the lead, pipeline, stage, organization, attribute definitions and policy before making any change. Generated text such as “You're qualified” does not prove a corresponding database transition.
Stage move setup
- Create a valid destination stage inside the intended pipeline.
- Give it a descriptive purpose and define any required attributes.
- In AI Brain, specify exactly when the lead should enter that stage.
- Use Sandbox to test both passing and failing conditions.
- Confirm the saved CRM state in a live, authorized test lead.
Attribute writes
Use exact active field names and valid option values. Evidence must come from the customer's conversation; unknown or contradictory data should be clarified, not guessed.
Reminders and appointments
A request such as “call me tomorrow at 3 PM” can produce a reminder when the timestamp and timezone are sufficiently clear and the permitted action succeeds. An appointment requires SHVYA Calendar availability validation; a reminder alone must never be described as a reserved slot.
If it looks successful only in chat
Inspect the lead's CRM record and AI Trace action receipt. Look for rejection reasons including wrong pipeline, missing required attributes, insufficient evidence, inactive stage or disabled AI. Adjust the configured rules, not the tenant guardrails.