Troubleshooting advanced AI agents with Zendesk Chat (Legacy)

What's my plan?

Add-on | AI agents - Advanced

Configuring chat channels for advanced AI agents is no longer recommended. Instead, consider configuring messaging channels or configuring email channels.

Here are some common issues and suggested fixes:

AI agent goes online then offline again

AI agent shows offline in Zendesk Chat

AI agent doesn’t join the conversation

Widget missing from my website

AI agent keeps throwing EOS errors when turned on

Error - The AI agent goes online then offline again

This is because somebody is logged in to Zendesk as the AI agent. When someone logs in to the AI agent's account, this overwrites the integration of the AI agents - Advanced Dashboard and changes the status.

To fix the issue:

Switch the Automation Engine toggle off in Settings > CRM integration.

Ask the person to log out as the AI agent.

Switch the Automation Engine back on.

Error - The AI agent shows offline in Zendesk Chat

Make sure nobody is logged in as the AI agent in Zendesk. When someone logs in to the AI agent's account, this overwrites the integration of the AI agents - Advanced Dashboard and changes the status.

To fix the issue:

Restart the AI agent by switching the Automation Engine toggle off in CRM integration.

Check that nobody is logged in as the AI agent. If yes, they need to log out.

Switch the Automation Engine back on.

Error - The AI agent doesn't join the conversation

Make sure nobody is logged in as the AI agent in Zendesk. When your AI agent doesn’t join the chat, there are a few things to do and check. Follow the steps below and always restart the AI agent after each change to see if it’s working.

Reauthorize the connection between AI agents - Advanced and Zendesk

Only Client Admins are able to reauthorize the connection.

To do this:

Sign in to Zendesk as the AI agent

Sign in to the AI agents - Advanced Dashboard in a separate tab

Toggle the Automation Engine off

Navigate to Settings > CRM Integration and click Unauthorize Zendesk Chat

On the same page, go to Integration Parameters and make sure the correct departments are selected

Click Authorize Zendesk Chat

Once authorization is completed, log OUT as the AI agent in Zendesk.

Toggle the Automation Engine back on.

Department selection

Chats are routed using departments/groups. If you have prechat form enabled in Zendesk Chat, make sure the hide department snippet is implemented correctly with the exact names of the departments/groups.

Sign out from Zendesk

The AI agent in our Dashboard can’t join the chat if there’s someone logged in using the AI agent account in zendesk. To solve this:

Sign out from Zendesk

Restart the AI agent by switching the toggle next to automation engine in CRM Integration on and off

Restart the AI agent

Restart the AI agent by switching the Automation Engine toggle off in CRM integration.

Give it a second before switching it back on again.

Reconnect the AI agent

It is important to login as the AI agent in Zendesk before authorizing. Try to reconnect by following the steps below:

Unauthorize in Dashboard

Log out of all Zendesk products

Sign in as the AI agent account in Zendesk Chat

Repeat the connecting steps

Check settings in Zendesk Chat

Settings > Agents

Is the AI agent there?

Is it enabled?

Is it online?

Settings > Departments

Is there a department for the AI agent?

Is the AI agent the only agent in there?

Is it enabled?

Settings > Widget > Forms

Pre-chat form should be on

Required department should be enabled

Settings > Account > Operating hours

Is it switched On or Off?

If you want the AI agent to be online only during certain hours, make sure to set it up here.

If it’s switched on, are the hours correct?

Settings > Routing

Escalation might fail when there are no agents available. Agent availability can be affected by Chat routing and Chat limit.

There are two options here:

Broadcast is preferred if the client doesn’t have “Skills-based routing” on.

Assigned  is used when the client has “Skills-based routing” on. This can be checked by going to the Skills tab in the top left corner.

Chat limit can also be found on Settings > Routing

In Zendesk Support

Check if the AI agent account has access to Zendesk Chat

Go to Zendesk Support > Settings > People

Locate the AI agent by searching for its name

Then enable Zendesk Chat by toggling the switch on

You might see "Manage in Admin Center" instead of the toggle depending on your Zendesk version

If that's the case follow this screenshot instead:

In Dashboard

Make sure there’s nothing under Zendesk Tags in Integration parameters

This is only used IF the client uses Zendesk Skill routing. The “tag” here refers to “skill tag” and is NOT the same as chat tags that we use in dialogues. Read more about skill routing in this Zendesk guide.

The screenshot below is an opposite example. If this is what you see, click the trash can icon to remove it.

If you use Google Tag Manager

Does the widget look like the new one or legacy one?

If it looks like the old one, then check the following:

Is the correct container / version being published?

In Tags, see if the old one is still enabled. If the client sees one that could be the old one, try to “pause” it and see if it changes anything - they should know how to do this.

Another way to see if it’s the legacy one spooking us, go to the website where the current chat widget is, right click to inspect the code.

Error - The AI agent sends an EOS error when turned on

Check if the client has IP Restrictions set up on their account:

Login to your zendesk

go to "zendesk chat"

click on "settings " --> "account"

click on the tab "security"

If the IP restriction is enabled, please add the following:

34.140.214.64

34.140.222.34

35.233.19.208

34.79.189.15

34.78.252.6

34.34.185.160

Error - The widget is missing from the website

If you don't see the widget on your website, please follow the Zendesk article below:

https://support.zendesk.com/hc/en-us/articles/225523927-Troubleshooting-Guide-The-widget-is-missing-from-my-website