Note: Beginning May 11, 2026, Zendesk removes the distinction between Essential and Advanced AI agent plans and transitions all customers to a single AI agents offering.
CRM integration connects AI agents to your CRM platform. At times, a connection issue occurs. To find the issue, check options that cause errors.
This article includes the topics below:
Bot does not join conversations
If the bot does not join the conversation, check these items.
In the AI agents workspace:
Check the CRM integration configuration:
- Is the automation engine on?
- Does the setup route the bot account, department, or ID to the correct group according to the setup instructions?
- Does the bot account stand alone in that department or group?
- Is the department ID correct?
- Does an AI model exist?
In your CRM:
Make sure you define configuration items, such as triggers, and place them in the correct order.
Escalations fail
Check that your department configuration and escalation blocks are correct:
- Make sure agents are online.
- Check whether the CRM configuration exceeds the maximum allowed agents or chats.
- Make sure the escalation happens within the business hours that you define in the CRM or in our operating hours.
Error when you add tags
Review your CRM to see what it accepts, then adjust your actions. The tag type may not match what the CRM accepts. For example, a field might allow only text values, not other data types.