Contact records not updating overnight

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Pentreath Cold Chain · Contact records not updating overnight

Contact records stopped updating after CRM field structure change. Root cause identified and fix deployed by 7 Oct 2026.

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What happened

What this says

As at Fri 9 Oct 2026

Contact records stopped updating after CRM field structure change. Root cause identified and fix deployed by 7 Oct 2026.

Problem: Contact records had not been updated since early August, leaving account managers with stale data. Dan Hosken reported the brain's refresh was running but the data was not current.

Handling: Bethan Lister's first response took 608 minutes. She identified that the CRM had added a custom field, breaking the sync, and engineering resolved it by 7 Oct 2026.

Watch: The three-week delay from report to resolution suggests potential need to monitor for similar CRM structure changes.

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

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Details

Updated 9 Oct 26

Prioritylow

Statussolved

Categorydata_quality

Channelchat

First response (min)608

CSAT4

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created · Dan Hosken 14 Sep 2026 08:38
We've noticed that some of our records haven't been updated since early last month. The refresh is running, but it feels like the data is getting stale. Our account managers are starting to ask why the information they're seeing doesn't match what they're pulling from the main system. Is there something we need to do on our end to fix this?
Public reply · Dan Hosken 14 Sep 2026 10:50
It's mostly the client contact records - those should be updating every night but they're not. The orders and shipment data look current though.
Public reply · Bethan Lister 14 Sep 2026 18:46
I see what you mean about the contacts. Can you try re-running the contact sync manually through the connectors page and let me know what you see?
Public reply · Bethan Lister 16 Sep 2026 10:22
I've been digging into this. Your CRM made a change to the contact field structure - added a new custom field - and the sync has been choking on that ever since. I'm getting the engineering team to push a fix, should be deployed by end of the week. I'll let you know once it's live and you can re-sync. Thanks, Bethan
Status change · Bethan Lister 7 Oct 2026 14:55

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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.

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