CRM customer data not syncing

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Brackwell Freight Ltd: documents · CRM customer data not syncing

CRM connector failed to sync in overnight refresh on 31 Jan 2025; customer could not see retail customer data needed for account exception spotting; BB-Demo escalated to platform team.

Priority high

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What happened

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Current to 10 Oct 26

CRM connector failed to sync in overnight refresh on 31 Jan 2025; customer could not see retail customer data needed for account exception spotting; BB-Demo escalated to platform team.

Problem: Critical data source failed during nightly refresh, blocking customer's early-exception spotting process. Handling: First response at 78 minutes met Growth SLA. Internal note shows support recognized connector issue and escalated to platform team (Ewan Pryce). Ticket body shows partial response but no clear follow-up from customer, suggesting issue may have taken time to resolve or was handled offline.

AI · claude-haiku-4-5-20251001 · 10 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)78

CSAT4

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Trail

internal_note · Bethan Lister 31 Jan 2025 13:03
Connector issue: CRM last synced at 23:00 yesterday, nothing in today's refresh. Checking recent platform changes with Ewan.
created · Dean Hargreaves 31 Jan 2025 17:22
It's gone odd again – the customer data's not pulling through from the CRM. Last night's refresh must have missed it completely. We're losing visibility into our retail customers and can't spot any exceptions early anymore. We need that Warrington retail book up to date urgently. Can someone have a look?
public_reply · Bethan Lister 31 Jan 2025 18:40
Hi Dean, just so I've got this right – the CRM data hasn't come through in today's refresh at all? Can you tell me exactly what you last saw in the brain and roughly when? Try refreshing the page and let me know if that helps sort it out. I've checked the connector API status and the credentials look valid. Let me dig into the recent platform changes and see what's happened. I'll loop Ewan in if needed. I'm on this. Thanks, Bethan
status_change · Bethan Lister 5 Feb 2025 14:41
status_change · 9 Feb 2025 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

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Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
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Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
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The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	75
People at customers	290
BB-Demo staff	40
Calls	784
Email threads	1,169
Support tickets	449
Documents	477
Deals	117
Invoices	101
Events	49
News items	56

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

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