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:
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In Salesforce:
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Go to AI agent user profile
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Reset the password
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In Password policies, set it as “Never Expire”
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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
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In Salesforce, go to Set up > User > Profiles (select the AI agent's profile)
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Allow the AI agent user to Create and Edit Chat Transcripts
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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