---
schema_version: "1"
id: 989f5a443b9c4cec5f6981f3576eaeb9be30c7c2df444f0ed58f07de0cb1037b
title: Troubleshoot Your Bot
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_events_log.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cd253ee54134e76a070ec1a84ee7771b44f2457b2603c2fd0fea79e4372e5b39
description: Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.
products:
- Service Cloud
- Service Intelligence
release: "264"
---
# Troubleshoot Your Bot
Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.
### Required Editions
Note In orgs created in Summer ‘23 and later, Salesforce automatically enables enhanced Omni-Channel routing. Enhanced Omni-Channel routing doesn’t support standard bots or channels. If enhanced Omni-Channel routing is enabled for your org, we recommend [cloning your standard bots as enhanced bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5 "Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing."). But if you still want to use standard bots, you can switch to standard Omni-Channel routing.
1. Confirm the status of Einstein Bots on the [Salesforce Trust](https://status.salesforce.com) site. Use the search tool to find your instance, and then click into the instance for details. A green check in the Einstein Bots section means that it’s connected. To review past incidents, go to the History tab.
2. Identify whether the issue is a channel issue or a bot issue. The best way to test the source of the issue is to spin up a new bot with the same channel and evaluate its performance.
3. If the issue is with the bot, check the bot’s event logs.
1. From the Bot Builder menu, click **Performance**. Then select the **Event Logs** tab.
2. The log displays chat session information for the last seven days. If a session has errors, details about the error are in the Errors column.
3. To drill into a session, click the session ID. Each session includes events, which map to dialogs. If there’s an error with an event, click next to the event for more information. A description of each event can be found in the [Bot Data Reference Guide](https://help.salesforce.com/s/articleView?id=service.bots_service_data_reference.htm&release=264.0.0&type=5 "A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots.").
4. If the error is less than 7 days old, a notification shows on the dialog related to the error. To view the event logs related to the dialog error, click the link in the notification.
5. To see additional details in event logs, enable Log Conversations on the Einstein Bots setup page. If Log Conversations isn’t enabled, you see `[logSensitiveData not allowed]` instead of Message, Input, and Output values in event logs.
Note When using the event logs:
- The Event field maxes out at 255 characters.
- In the Event Detail screen, The Output field shows that the message was sent to the customer. If a merge field is included in the message, the merged message shows in the Message Template field.
- As of this release, rule evaluations only show whether the bot used the dialog, regardless of whether the rule evaluation is true or false.
- Input arrays always start with 0.
- Event logs older than seven days are removed.
4. If your bot is missing required permissions, add the permissions to the **sfdc.chatbot.service.permset** permission set. From Setup, in the Quick Find box, enter Permission Sets, and then click **Permission Sets**. Then click the **sfdc.chatbot.service.permset** permission set.
5. If your bot is heavily customized with Apex, review the Debug Logs. From Setup, in the Quick Find box, enter, enter Debug Logs, and then click **Debug Logs**. Create a user trace flag and select **Platform Integration** as its trace entity type.
