You may find that you encounter an issue with the connection between Ultimate and your respective CRM where potentially the bot isn't joining the chat, escalations do not seem to happen successfully, Tickets do not close, or tags are not added. To determine what the issue might be there are a few things to check:
Bot not joining conversations
When the bot doesn't join the conversation there are a few things to check - from Ultimate's side:
Check CRM Settings
- Is the Automation Engine Toggled on?
- Is it the bot account/department/ID that is connected to the CRM and set up according to the set-up instructions to route to the correct group?
- Is the bot account alone in that department/group?
- Is the department/ID written correctly?
- Is there an AI model?
From your respective CRM:
Ensuring the configuration, such as triggers, are correctly ordered and defined. For this review the integration docs for your respective CRM.
Similar to the bot not joining the conversations checking the department is correct within the settings and within the escalation blocks is the most important component to check.
Were agents actually online?
Another reason can be that the maximum number of agents and chats allowed in the CRM configuration is exceeded.
Was the escalation outside of the business hours set in the CRM or our Operating Hours?
Error Adding Tags
The type of tag being added doesn't match what the CRM can accept - for example it may be that you can only have strings for a field and not any other type. Therefore check on your CRM as to what is accepted and then adjust actions accordingly.