Troubleshoot Agent Optimization
Resolve common issues with Agent Optimization, including setup problems, data display issues, and performance concerns.
Required Editions
| Available in: Enterprise, Performance, and Unlimited Editions with an Einstein for Sales, Einstein for Platform, Einstein for Service, Einstein 1 Service, or Einstein GPT Service add-on. To purchase add-ons, contact your Salesforce account executive. |
Use these troubleshooting steps to diagnose and resolve issues with Agent Optimization. For more information about how intents work, see Use Intents in Agent Optimization.
Common Issues with Intent Generation and Pipeline Execution
If intents aren't generating or clustering isn't occurring, verify that each stage completed successfully and data sufficiency requirements are met.
| Issue | Possible Cause | Resolution |
|---|---|---|
| Intents not generating | Session hasn't closed or been assumed closed. Intent pipeline hasn't been triggered by scheduler. | Wait for the session to close explicitly or reach a 3-hour inactivity timeout. |
| Clustering not occurring | Insufficient sessions with intents (typically 50 sessions, varies by data), or 12-hour wait period hasn't elapsed. | Wait for more sessions to complete intent generation. Verify 12-hour wait period passed since first successful intent pipeline run. |
| The session had an intent, but it doesn't show in the session trace | The session trace only lists intents that have a tag. Clustering adds the tag when it groups similar intents together (at least 10). If your intent wasn't grouped, it has no tag and won't appear. Often that's because there aren't enough similar intents yet, clustering hasn't run (about weekly), or the request is uncommon. | This is normal until clustering assigns a tag. Wait for more similar traffic or the next weekly run. |
| Extended processing time | High data volume or system resource constraints. | Allow up to 24 hours for pipeline completion. Monitor system resources and data volume. |
| Intent generation taking longer than expected | Limited session data available. | Typically 5–7 sessions provide sufficient data, but varies. Allow more sessions to accumulate if initial attempts are unsuccessful. |
| Session counts in STDM and MessagingSession don't match | Each system defines a session differently. STDM records a session for each agent invocation, while MessagingSession keeps persistent context for returning authenticated users. | No action needed. This difference is expected. |
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