What's my plan?
Add-on AI agents - Advanced

Here are the most common issues and suggested fixes: 

  • Widget doesn't react on your website
  • Transcripts not updated in Salesforce
  • Buttons in dialogues are not displayed
  • Chats are not being assigned to the AI agent

Trouble: Widget doesn't react on website

When this happens it is possible that the password in our Dashboard has expired. Follow the steps below to fix it:

  1. In Salesforce:

    1. Go to AI agent user profile

    2. Reset the password

    3. In Password policies, set it as “Never Expire”

2. Reconnect the AI agent by entering the new password in Dashboard

Trouble: Transcripts not updated

See if the AI agent user has permission to update transcripts

  • In Salesforce, go to Set up > User > Profiles (select the AI agent's profile)

  • Allow the AI agent user to Create and Edit Chat Transcripts

salesforce_transcrip_permission.png

 

Trouble: Buttons in dialogues are not displayed

Make sure the latest transcripts are downloaded and implemented. See Enabling rich messages (buttons) in Salesforce for details. 

 

Trouble: Chats are not being assigned to the AI agent

A few things can be causing this issue to occur:

  • Ensure that the profile assigned to the AI agent user has presence status reasons assigned to it in the access. This has to be done even for a system admin profile. 
  • Ensure that no other skill/queue is assigned to the AI agent user that may be interfering with the user's capacity.
  • Check that the capacity for the user is not being reached. Currently SF has a limit of 100 concurrent chats per user as the maximum limit. If your AI agent volume exceeds this, please consider adding another user. 

 

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