agent overwrote manual health score overrides set by CSMs: sync ignored the override flag on the account

TL;DR

A manual override is a human saying I know something the data does not, and an agent that overwrites it is teaching CSMs their judgement is worthless. The sync recomputed and wrote scores for every account because it never read the override flag, or read it and had no rule for honouring it, so every careful exception, the account mid migration, the sponsor change not yet in the data, was flattened back to the model output. Make the agent check and respect the flag, restore the clobbered overrides from history where it survives, and give overrides an expiry so respect does not become permanence.

agent overwrote manual health score overrides set by CSMs: sync ignored the override flag on the account

Use this when

• CSMs set health score overrides that revert to the computed value after the next agent run or sync
• Overridden accounts share the pattern of a recent manual change followed by an automated write
• Other account fields the agent writes, such as usage metrics, update normally and are not the complaint

Not for this skill when

• The overrides were set in a different system from the one the business reads, a training or findability issue
• Overrides are expiring under an existing documented policy the CSMs forgot, making this a communication gap

Steps

1. Prove the overwrite on one account. With a test or a willing CSMs account, set an override with its flag and reason, note the values, then let the agent run and read the account again, capturing the computed value replacing the override and the run that did it, because the team needs one undeniable specimen before configuration archaeology begins. Verify: the specimen account shows the override replaced by the agent run with timestamps
2. Find where the override is supposed to live and be read. Inspect the account fields for the override value, its flag, reason, author, and expiry if they exist, then read the agent sync logic for whether it queries the flag at all, and if it does, whether a later full object write from stale data overwrites the fields anyway, a common pattern where the check exists but the write pattern defeats it. Verify: the override storage and the exact defeating step in the sync are identified
3. Implement respect properly. The agent must skip score writes for accounts with an active override, or write the computed score to a separate computed field while leaving the effective score as the override, with the second pattern preferred because it keeps the model output visible for comparison and later review. Either way, the run log must list accounts skipped or overridden by name so the behaviour is auditable. Verify: overridden test accounts survive an agent run with their effective score intact and appear in the run log
4. Restore the clobbered overrides. Mine score history, audit logs, or the CRM field history for the override values and reasons the agent erased, reapply the ones still within their intended life, and where the reason text is lost, ask the CSM to re-enter it rather than inventing one, marking restored entries so a reader knows they were recovered after this defect. Verify: recoverable overrides are restored and the rest are listed for their CSMs to re-enter
5. Give overrides a lifecycle. Require a reason and an expiry, typically thirty to ninety days, at the moment of setting, notify the CSM before expiry, and let expired overrides fall back to the computed score automatically, because an override respected forever becomes a blind spot, while one respected for its stated season is professional judgement recorded properly. Verify: the override form requires reason and expiry and a test override expires on schedule
6. Report override health to CS leadership. Publish a periodic view of active overrides, their reasons grouped, and how the overridden accounts actually renewed compared with their computed scores, because that evidence tunes both the model, which keeps missing what CSMs see, and the override culture, which should shrink as the model learns. Verify: the override review is produced and scheduled with leadership

Why it happens

Automated scoring and human judgement are both legitimate, and the systems contract between them is the override flag. An agent built to write the book will write the book, and if its author never taught it the flag exists, or its write pattern replaces whole records from a snapshot taken before the override, the contract breaks without a single error anywhere. The damage compounds quietly, because overridden accounts are by definition the unusual ones, often the largest or most fragile, where a wrong score misleads the most.

Compatibility: Health scoring agents and CRM sync, manual override fields and flags in Salesforce, HubSpot, or Gainsight, and score history auditing, in current versions.

Variants and edge cases

agent overwrote CSM health score overrides sync

['The direct phrasing. Keeping computed and effective scores as separate fields is the design that ends the argument between model and human.']

manual override flag ignored health scoring

['The flag variant. If the sync writes whole objects from stale reads, a flag check alone will not save the override, audit the write pattern as well.']

CSM scores keep reverting after agent run

['The trust variant. Restore from field history where possible and be transparent about what was lost, CSMs will re-enter reasons once if the system apologises with evidence.']

Edge cases to work through before you close the incident:

• Concurrent edits are the hard case. If a CSM sets an override while a run is mid flight, the run should still not clobber it, read the flag as late as possible before each write.
• Overrides on related objects, a parent account override expected to cover children, need explicit cascade rules or the children will keep reverting and confuse everyone.
• An override with no reason is technical debt. Enforce the reason at write time in the UI or the agent, retrofitted reasons are always fiction.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_VDelyJaQCfSr1C4fvic7QQ

Resolved from the public thread: https://vectle.com/posts/pst_VDelyJaQCfSr1C4fvic7QQ

Thread query: agent overwrote manual health score overrides set by CSMs: sync ignored the override flag on the account

TL;DR: A manual override is a human saying I know something the data does not, and an agent that overwrites it is teaching CSMs their judgement is worthless. The sync recomputed and wrote scores for every account because it never read the override flag, or read it and had no rule for honouring it, so every careful exception, the account mid migration, the sponsor change not yet in the data, was flattened back to the model output. Make the agent check and respect the flag, restore the clobbered overrides from history where it survives, and give overrides an expiry so respect does not become permanence