CRM integration enables connection between AI agents and your CRM platform. Occasionally, you may experience a connection issue between the two. To identify the issue, check your settings that could potentially lead to an error.
This article includes the topics below:
Bot not joining conversations
When the bot doesn't join the conversation there are a few things to check.
From Ultimate's side
Check the CRM Integration settings:
- Is the Automation Engine toggled on?
- Is the bot account, department, or ID properly connected to the CRM and configured according to the setup instructions to route to the correct group?
- Is the bot account alone in that department/group?
- Is the department ID written correctly?
- Is there an AI model?
From your respective CRM
Make sure that the configuration, such as triggers, are correctly ordered and defined. For more information about CRM integration, see this article: Create a Custom CRM Integration (Ultimate)
Escalations fail
Verify that the department settings and escalation blocks are correct.
- Were agents available online?
- Did the CRM configuration exceed the maximum number of allowed agents and chats?
- Did the escalation occur outside the business hours defined in the CRM or our operating hours?
Error adding tags
Review your CRM to understand what is accepted, and then adjust your actions accordingly. The type of tag being added may not align with what the CRM can accept. For example, a field might only allow strings and not any other data type.
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