Troubleshooting CRM connection with AI agents

<div class="p"><div class="note">
<span class="notetitle"><strong>Note</strong>:</span> 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.</div></div><p>CRM integration connects AI agents to your CRM platform. At times, a connection issue occurs. To find the issue, check options that cause errors.</p><p>This article includes the topics below:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01GQ27PTGPQACZ5FW34MQ1Z6JF">Bot does not join conversations</h3></div><div class="panel">
<p>If the bot does not join the conversation, check these items.</p>
<p>In the AI agents workspace:</p>
<p>Check the CRM integration configuration:</p>
<ul>
<li data-list-item-id="edf9bf7815d6385a4985fd97dd0b801a9">Is the automation engine on?</li>
<li data-list-item-id="ebbe09a166e8b52681f1a94a579622661">Does the setup route the bot account, department, or ID to the correct group according to the setup instructions?</li>
<li data-list-item-id="e89307d81493cbfcff332c8ff5cfa3434">Does the bot account stand alone in that department or group?</li>
<li data-list-item-id="e45a23d56feea20b77e244d4c738c4789">Is the department ID correct?</li>
<li data-list-item-id="eab111e58db30e6156752f80f43eef542">Does an AI model exist?</li>
</ul>
<p>In your CRM:</p>
<p>Make sure you define configuration items, such as triggers, and place them in the correct order.</p>
</div><div class="accordion"><h3 id="h_01GQ27QH8Q8KT6582NAFC23RG4">Escalations fail</h3></div><div class="panel">
<p>Check that your department configuration and escalation blocks are correct:</p>
<ul>
<li data-list-item-id="ef9e7ec6b709055ff5d6159311cadfa50">Make sure agents are online.</li>
<li data-list-item-id="ec872f024afbf613d5529ed0745e96604">Check whether the CRM configuration exceeds the maximum allowed agents or chats.</li>
<li data-list-item-id="e48fb6907dc38481466d7a436c47038ef">Make sure the escalation happens within the business hours that you define in the CRM or in our <a href="https://support.zendesk.com/hc/en-us/articles/8357749686554-Operating-Hours-Ultimate" target="_blank" rel="noopener noreferrer">operating hours</a>.</li>
</ul>
</div><div class="accordion"><h3 id="h_01GQ27QVTDXDXK8FRSHXYYWSZX">Error when you add tags</h3></div><div class="panel"><p>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.</p></div>