Every call keeps its transcript and a record of what the agent actually did — which means a bad call is evidence, not just an anecdote. Troubleshooting hands that evidence to the Builder so the fix starts from facts.
From a bad call to the Builder
Open the Calls page and inspect the call that bothered you — the odd answer, the missed capture, the transfer that never happened.
The Builder opens in troubleshoot mode with that call's transcript and diagnostics already loaded. A banner confirms it: the diagnostics are in, describe the fix, and it'll be applied to a draft — callers stay on the live version.
You don't need to know why it went wrong — "it should have offered a morning slot" is enough. The Builder reads the evidence, explains what it finds, and proposes a change.
Fixes are proposed, not imposed
Troubleshooting is a full editing session, not a suggestion box. The Builder follows its usual propose-and-confirm rhythm, every accepted fix autosaves into a draft behind the normal version bar, and you can test the draft before anything reaches a caller. If the call ran on an older version, the Builder says so — the team has changed since, and the problem may already be gone.
Resume where you left off
Troubleshooting rarely finishes in one sitting. While a session is in progress, that team's card on the Agents page shows a Resume troubleshooting button — press it and you're back in the same conversation with the diagnostics still in context.
One call, one session: each hand-off from the Calls page starts a fresh conversation seeded with that call. If you want to chase a different call, hand it off from Calls again rather than pasting transcripts into an old chat.
When the agent isn't in a team
If the problem call was answered by a standalone agent, the Builder still reads the diagnostics and tells you what it finds — but with nothing to redraw, it advises rather than edits. Apply its suggestions yourself in the agent editor.
Troubleshoot the pattern, not the one-off. If three callers hit the same dead end, hand the clearest example to the Builder and mention the others — one good fix beats three overlapping ones.