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Einstein bot error session expired or invalid while initiating chat

Fecha de publicación: May 15, 2026
Descripción

Users may notice that when a chat is initiated, the Einstein Bot does not start and immediately transfers the conversation to a human agent. Reviewing the Bot Event Logs may reveal the following error: [{"message":"Session expired or invalid","errorCode":"INVALID_SESSION_ID"}]

Solución

One common cause of this error is that the Running User configured for the bot has been deactivated.
 
To resolve this, goto Bot overview -> See the 'Bot User'. Find the user in setup and verify if it is inactive. If so, change it to active or use another active user. 

Número del artículo de conocimiento

000395470

 
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Salesforce Help | Article