Veldmaat Payments / B-Brain – Training
Callcompleted
Veldmaat Payments: documents · 2026-02-23 09:00
Training for Femke Jansen on the merchant page, search and chat questions. The brain showed a merchant as active when HubSpot said under review. She will answer from HubSpot until the mapping is fixed.
What was said
What this says
Current to 10 Oct 26Training for Femke Jansen on the merchant page, search and chat questions. The brain showed a merchant as active when HubSpot said under review. She will answer from HubSpot until the mapping is fixed.
What happened: Yusuf Demir trained Femke Jansen on the merchant page, tickets, chat questions and saved views. She wanted the merchant page, not the dashboards.
Customer view: She values one place instead of three tabs per merchant call. A status mismatch showed the brain had active where HubSpot had under review, so she would not promise the merchant anything from the brain.
Commercial: Morning data reliability is a known irritant, with Sanne keeping a log. Femke noted forty licensed users and that the risk team will see everything, so adoption looks broad.
Watch: Trust in the brain depends on the nightly load and the status mapping. Yusuf committed to look at the mapping that afternoon and tell Elena, and to send five lines of steps the same day.
Themes
Current to 9 Oct 26Theme
Training and stale status
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Yusuf Demir to review the status field mapping that afternoon and report to Elena.
- Yusuf Demir to send Femke five short lines of steps the same day.
Risks
Current to 9 Oct 26- The brain showed a stale merchant status, so Femke will not rely on it for merchant conversations.
- Morning refresh problems are logged by Sanne, which suggests a recurring freshness issue.
Opportunities
Current to 9 Oct 26- Femke sees clear value in one merchant view with tickets and payment activity together.
- The risk team will see everything, which points to wider use across teams.
Transcript
Yusuf Demir NoneGood morning, Femke. Can you hear me and see my screen? Zendesk connector, last good load was this morning, finished before seven. Row count is the same shape as last week.
Femke Jansen NoneGood morning. Yes, I see it. Sorry, one minute, I have a merchant waiting on an email, so I may be a bit distracted. Just to be clear, I would like to learn the merchant page today. Not the dashboards.- Yusuf Demir NoneFine. Merchant page, then search, then asking questions. I'll go slowly. Stop me when something doesn't match what you see in HubSpot.
- Femke Jansen NoneThat will be often. Okay.
- Yusuf Demir NoneSo this is a merchant record. Left side, the HubSpot fields: owner, status, last contact. Middle, the Zendesk tickets for the same merchant, newest first. Right side, the payment activity coming from the accounting system extract.
- Femke Jansen NoneThis is what I need. One place. I now open three tabs for every merchant call.
- Yusuf Demir NoneThat's the idea. Try one of yours. Search by merchant name.
- Femke Jansen NoneOkay, I have the one who asked this morning, an e-commerce merchant, payouts held. Here the status says active. In HubSpot I changed it to under review yesterday afternoon. This merchant is waiting, can you check?
- Yusuf Demir NoneLet me look at the load time on the HubSpot side. Last good load was early this morning, so yesterday afternoon's change should be in. I need to see what the source returned for that record before I say anything. Give me a minute.
- Yusuf Demir NoneRight. The source returned the status as under review. The brain has active. So the mapping on that field is wrong, or it's reading the previous value. I think it's the second. I've not confirmed.
- Femke Jansen NoneSo I can't tell the merchant anything from the brain.
- Yusuf Demir NoneNot from this field today. HubSpot is right, use HubSpot for status. I'll look at the mapping this afternoon and tell Elena what I find.
- Femke Jansen NonePlease do. I'm not going to promise the merchant anything that depends on this. I'll answer from HubSpot.
- Yusuf Demir NoneMeanwhile, the useful bit. Tickets for this merchant. Three in the last month, all about payout timing. You can see the response times, and the notes your colleagues added.
- Femke Jansen NoneThat is good, actually. I didn't know my colleague spoke to them on Monday. Normally I'd find out in the call.
- Yusuf Demir NoneNext, asking a question. The chat box. Type it the way you'd say it to a colleague.
- Femke Jansen NoneOkay. 'Which merchants had more than one open ticket this month and a change of status in HubSpot.' Is that too much?
- Yusuf Demir NoneTry it. If it comes back with a list, open the first one and check the source link at the bottom of the answer. That's how you know where it got it.
- Femke Jansen NoneI have a list. Short. I know two of them already. The third I did not. Can I save this?
- Yusuf Demir NoneYes. Pin it. It'll rerun when the data refreshes, so it's only as good as the morning load.
- Femke Jansen NoneWhich is the problem with the mornings. Sanne keeps a log.
- Yusuf Demir NoneI know. I've seen the log. The schedule change is in. If the next mornings are clean, you'll see it, because the answers will be there when you start.
- Femke Jansen NoneOne more. Can I see only the merchants that I own? Not all of them. There are forty licensed users here and the risk team will see everything.
- Yusuf Demir NoneFilter by owner. Top right. It takes your HubSpot owner name. I'll show you how to save the view so it opens that way.
- Femke Jansen NoneGood. And the search is quick. I thought it would be slow.
- Yusuf Demir NoneIt's fast when the index is fresh. That's the bit I care about.
- Yusuf Demir NoneSo, to recap. Merchant page, tickets, chat questions, saved views, source links. And the status field, which I'll look at today. Anything I missed?
- Femke Jansen NoneNo. Please send me the steps, short. I don't read long messages.
- Yusuf Demir NoneFive lines. Today.
- Femke Jansen NoneGood. Thank you. Groeten, Femke.
- Yusuf Demir NoneThanks, Yusuf. Speak soon.
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