We have now introduced error logs for Zendesk Chat. Error logs provide a place for you to review failures within your integration, check why they are failing and see if there is a recommended action offered.
How to Find Error Logs
Error logs are placed under
Settings > CRM Integrations > Error Logs
What do Error Logs Offer?
Error Logs provide a holistic view of all errors that take place within a bot integration. These include:
- Escalation Failure: When an escalation from the AI agent fails in reaching Zendesk
- Action Failure: Action did not successfully complete
- Reply Failure: Reply failed to trigger
By default, all actions will be sorted by timestamp. You can sort it in ascending or descending order based on your preference.
You can also group the errors by conversation in which case, errors from the same conversation will be grouped together and can be reviewed by conversation.
If we have a recommended action for the given error, you will see a lightbulb as seen below. Hover over the lightbulb to see what we recommend in order to fix this error.
Other features to note: