Troubleshoot Answers Agent

This page covers common issues with the Answers Agent integration and steps to resolve them.

Answers Agent is not listed

If Answers Agent is not listed in the App Integrations panel, confirm the integration has been added to the organization. Adding the integration requires an Enhanced package or above, or Application Support for environments on legacy pricing.

If the integration has already been added but is not listed for the application, contact VIP Support.

Salesforce authorization fails

Confirm that the Salesforce user has the required profile and permission sets. If the Salesforce org restricts external apps, ask a Salesforce administrator to preauthorize the WordPress VIP External Client App and try the authorization again.

The sync succeeded, but no content was synced

This usually means the selected content rules did not match any eligible content. For example, selected categories can result in 0 synced items if no posts match those categories.

Review the selected sync rules and start another sync.

A post was updated, but Answers Agent does not use the new content

Updates are processed asynchronously. WordPress VIP queues the update, WordPress Cron processes the queue, and Salesforce indexes the content.

Wait for the queue and Salesforce indexing to finish. For small updates, wait 15 to 30 minutes before investigating further.

A deleted post still appears in Answers Agent responses

Deletes are also processed asynchronously. WordPress VIP queues the delete, processes it later, and Salesforce updates its index after that.

Large bulk deletes can take longer.

A large sync is taking a long time

Large bulk syncs take longer than small updates. Under normal conditions, expect WordPress-side sync processing to handle about 100 posts per minute.

After WordPress-side sync completes, Salesforce may require additional time to index the content.

Salesforce connection is broken

If the connection to the Salesforce organization is broken, data sync does not work as intended. A banner in the VIP Dashboard indicates that the connection is broken. To avoid stale data, reauthenticate to Salesforce to fix the connection.

Visitors cannot see the agent

The integration loads the Answers Agent chat widget only after the visitor gives the required consent. Check the following:

• Consent type is Custom. This is the default, and the integration never loads the agent on its own. Select the CMP the site uses, or confirm the site’s own code calls window.AgentforceCMP.loadSDK().
• The configured category does not match the CMP. Confirm it exists in the site’s CMP. For OneTrust, check the browser console for a warning about a group ID that was not found.
• The visitor has not granted the category. Most CMPs deny non-essential categories by default in the EU, UK, and EEA.

For more details, see Answers Agent consent management and privacy.