Troubleshooting CRM connection with AI agents (Ultimate)

CRM integration connects AI agents to your CRM platform. At times, a connection issue occurs. To find the issue, check options that can cause an error.

This article includes the topics below:

Bot not joining conversations

Escalations fail

Error adding tags

Bot does not join conversations

If the bot does not join the conversation, check these items.

In Ultimate:

Check CRM integration configuration:

Is Automation Engine on?

Is the bot account, department, or ID connected to the CRM and configured to route to the correct group, according to the setup instructions?

Is the bot account alone in that department or group?

Is the department ID correct?

Is there an AI model?

In your CRM:

Make sure configuration items such as triggers are in the correct order and defined. For more information about CRM integration, see Create a Custom CRM Integration (Ultimate).

Escalations fail

Check that 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 defined in the CRM or 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.