Viewing Zendesk error logs for AI agents

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<p id="docs-hc-snippet" style="display: none;">You can view the Zendesk Support error logs for AI agents to review failures related to the following actions:</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<p class="p">You can view the Zendesk Support error logs for AI agents to review failures related to the
following actions:</p>
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<ul class="ul" id="topic_hty_3jm_y2c__ul_yvh_3km_y2c">
<li class="li">Add tag</li>
<li class="li">Update ticket info</li>
<li class="li">Add internal note</li>
<li class="li">Get ticket tag</li>
<li class="li">Get ticket info</li>
<li class="li">Get organization info </li>
</ul>
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<p class="p">The Chat error logs show failures for escalations, actions, and replies. The Sunshine
Conversation error logs show failures for get user, update user, get conversation, update
conversation, and Sunshine Conversations actions.</p>
<p class="p">Errors in the Support error logs might include, for example:</p>
<ul class="ul" id="topic_hty_3jm_y2c__ul_tmn_pnm_y2c">
<li class="li">The data type that was expected, such as string or boolean, was not received. </li>
<li class="li">The conversation or user field doesn't exist.</li>
<li class="li">A mandatory or dependent field was not completed.</li>
<li class="li">The API call failed. </li>
</ul>
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<strong class="ph b">To view the error logs</strong><ol class="ol" id="topic_hty_3jm_y2c__ol_tvx_mkm_y2c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_hty_3jm_y2c__d9e356" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">CRM integration</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Error logs</strong> tab.<p class="p"><img class="image" id="topic_hty_3jm_y2c__image_hkg_znm_y2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_9455156903314.png" width="600"></p>
</li>
<li class="li">View the following information for each item:<ul class="ul" id="topic_hty_3jm_y2c__ul_sqf_5km_y2c">
<li class="li">
<strong class="ph b">Timestamp</strong>: Time the error was triggered.</li>
<li class="li">
<strong class="ph b">Details</strong>: Type of error that occurred with information on which field, ID, or
structure was impacted.</li>
<li class="li">
<strong class="ph b">Type</strong>: Kind of error that occurred, for example, a failed action.</li>
<li class="li">
<strong class="ph b">Conversation ID</strong>: Clickable link to the log for the conversation where the
error occurred.</li>
<li class="li">
<strong class="ph b">Ticket ID</strong>: ID number of the ticket corresponding to the conversation.</li>
<li class="li">
<strong class="ph b">Recommended action</strong>: Next steps to resolve the issue and prevent it from
reoccurring.</li>
</ul>
</li>
<li class="li">Refine your view by taking any of the following actions:<div class="p">
<ul class="ul" id="topic_hty_3jm_y2c__ul_nn4_nlm_y2c">
<li class="li">
<strong class="ph b">Search</strong> by entering the conversation ID if you know it.</li>
<li class="li">
<strong class="ph b">Filter</strong> by action failed, reply failure, or escalation failure using the
Type dropdown.</li>
<li class="li">
<strong class="ph b">Apply date range</strong> using the Timeframe calendar.</li>
<li class="li">
<strong class="ph b">Sort</strong> by timestamp or conversation by clicking the top of the column. Items
are sorted by timestamp by default, and you can choose to sort in ascending or
descending order. When you sort by conversation, errors from the same conversation
are grouped together.</li>
</ul>
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</li>
</ol>
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