Common errors in Virtual Agent API

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  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • This section describes some common errors in Virtual Agent API and how they can be resolved.

    User Linking issues

    The Virtual Agent API supports only auto-linking out of the box. Manual linking is not enabled by default.

    Checklist for linking configuration:
    1. Message auth is mandatory in sys_cs_provider_application record. Without message auth, user linking will not happen.
    2. userId field is mandatory in the request.
    3. emailId field is mandatory in the request.
    4. There should be a matching sys_user record with the email id.
      1. The user should not be inactive (user should be active).
      2. The user should not be locked out.
      3. There should be only one matching record with all the above conditions.
    5. Auto linking configuration should be proper for 'VA Bot to Bot Provider' record in sys_cs_provider. Verify the following:
      1. automatic_link_enabled should be true
      2. automatic_link_action should be sn_va_as_service.virtual_agent__bot_to_bot_auto_link_account
      3. link_account_enabled should be true
    6. check provider_user_map record with active false.
      1. Filter matching record with userId in the channel user id column.
      2. if active=false for the record, then the user cannot be linked.
      3. Admin has to manually delete the record.
    7. check for customizations on 'sn_va_as_service.virtual_agent__bot_to_bot_auto_link_account'.

    Responses are not delivered

    If responses are not delivered to the endpoint, verify outbound http requests.
    • Go to System Logs -> Outbound Http requests to verify the outbound logs.
    • If a request exists here, check the status code.
      • If status code is 200 or 201, it is successful.
      • if status code is 400 or 401, there is some authentication error.
        • Check the outbound authentication configuration.
        • These issues will mostly go to the auth team.
      • If a record doesn't exist here, check the subflow execution and system logs.