Resolve common issues encountered when setting up or running proactive service campaigns
with the Agentforce Service Agent.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions
with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires
additional add-on licenses.
|
| Available in: LWR and Aura |
If your proactive service scenario does not trigger or your agent does not respond, use this
guide to identify the cause. Most issues relate to data synchronization, permission sets, or
incorrect flow configurations.
Campaign and Detection Troubleshooting
| Issue |
Potential Cause |
Resolution |
| Campaign does not start |
The detection flow did not run. |
Check the Data Cloud trigger status. Make sure the flow is active and that the event
data exists in the Data Cloud DMO. |
| No members in campaign |
Contact IDs are missing. |
Proactive service requires a valid Salesforce Core Contact ID. Make sure your Data
Cloud segment maps to Core Contact records. |
| Delayed outreach |
System processing time. |
Outreach flows run on a schedule. Make sure you wait at least 2 hours after launching
the campaign for the outreach to process. |
Agent and Messaging Troubleshooting
| Issue |
Potential Cause |
Resolution |
| Campaign does not start |
Incorrect routing logic. |
Check your Omni-Channel flow. Make sure that the Route Work action points to the
specific Agentforce Service Agent assigned to the campaign. |
| Raw variables in chat |
Missing context variables. |
If the agent displays raw variable names, the URL or the Messaging Session field is
empty. Update your Omni-Channel flow with fallback greeting logic. |
| Messaging fails to load |
Wrong channel version. |
Make sure that you use Enhanced Chat v1. Enhanced Chat v2 is not supported for
proactive service. |
| User verification error |
Setting mismatch. |
Make sure that the Add User Verification checkbox is selected in both the Messaging
Channel and the Experience Site component. |
