Contact records showing mismatched data

Ticketclosed

Vantrell Software · Contact records showing mismatched data

Contact records show names and emails differing from the CRM. Olivia identified cached connector credentials preventing refresh of updated CRM records.

Priority low

made from

What happened

What this says

As at Fri 9 Oct 2026

Contact records show names and emails differing from the CRM. Olivia identified cached connector credentials preventing refresh of updated CRM records.

Problem: Jess Dobson reported contact records in the brain showing names and emails mismatched with the CRM. Customer had updated records months ago but the brain had not caught up.

Handling: Olivia identified cached credentials preventing the CRM connector from pulling updates. A credential refresh and full re-sync was needed. Ticket solved after 16 days.

Watch: Data freshness is critical. The 895-minute first response was slow. Stale data undermines product value.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categorydata_quality

Channelemail

First response (min)895

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Trail

created · Jess Dobson 7 Jan 2026 10:06
We're seeing contact records in the brain with different information than what's in our CRM. Names and email addresses don't match in several cases. Can you investigate what's going on?
Public reply · Olivia Grant 8 Jan 2026 01:01
Hi Jess, I can see the mismatches. Can you tell me which fields are showing the wrong data? Are the issues in contact names, emails, or something else?
Public reply · Jess Dobson 9 Jan 2026 09:39
It's mainly names and emails. Some records are showing contact details we updated in our CRM months ago but the brain hasn't caught up.
Internal note · Olivia Grant 9 Jan 2026 16:49
Connector sync using cached credentials. Customer's CRM was updated but connector hasn't refreshed. Needs credential refresh and full re-sync.
Status change · Olivia Grant 23 Jan 2026 13:29
Status change · 27 Jan 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass 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.

How to use the site

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 site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI 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.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help