---
schema_version: "1"
id: bd46a91f01178cab35b183bbae8816601c751f61b0cbdc348ffec9def19b876f
title: Troubleshoot Proactive Service Issues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/troubleshoot_proactive_service_issues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.troubleshoot_proactive_service_issues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e9452beb21bc8894b552aa66235ab83e8930844913077a7b284bf23058d89853
description: Resolve common issues encountered when setting up or running proactive service campaigns with the Agentforce Service Agent.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Troubleshoot Proactive Service Issues

Resolve common issues encountered when setting up or running proactive service campaigns with the Agentforce Service Agent.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr></tbody></table>

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. |