Overview
The Error Logs is designed to display all the connection errors users encounter when using Solve Widget. These error logs not only show the types of errors but also provide the root cause and a direct link to where the errors occur, enabling faster troubleshooting.
Note: The Error Logs table is only visible to admins.
Access Error Logs
Click Settings > Log > Error.
Table Definitions
| Column name | Definition |
| Timestamp | The date and time when the error occurred, displayed in the timezone of the admin accessing the Forethought dashboard. |
| Product | Forethought product where the user error occurred |
| Conversation ID | Conversation ID that contains the full transcript |
| Error Message | Description of the type of error that occurred. |
How to fix errors
When you click on an individual error, a panel will slide out from the right, showing detailed information to help you understand the root cause. You can use the conversation ID to review the full transcript and follow the "How to Fix" instructions to prevent these errors from recurring.
Supported Error Types
Errors in Solve Widget
| Error Message | Description | Recommended Solution |
| Missing Context Variables | This error occurs when the conversation encounters a step that contains an undefined Context Variable (CV). |
To resolve this issue, ensure that the CV is defined by following one of these methods: 1. Add a Form or Action step to collect the CV. 2. Add the CV as a Workflow Context Variable when you set up the widget in "Configuration" by including it in the "Embed" script. 3. Add a condition step to verify the CV’s existence before using it. |
| No valid condition | This error occurs when executing a condition step and no valid branch is found. For example, if a request doesn't match any condition, there's no branch to follow. | To address this, you can: 1. Add an “Otherwise” branch as a fallback to the condition step. 2. Check the conditions and CVs used to make sure at least one branch would pass. |
| API call failed due to no active credentials for integration | This error occurs when an action step requiring integration credentials (e.g., sending requests to Zendesk APIs) is executed without active credentials. | Verify the integration credentials to ensure they are valid and active. |
| Zendesk: Requester’s email is suspended | This error occurs when a request is sent to the Zendesk API using a suspended requester email. | Add a condition step to verify the validity of the requester email before sending requests. |
| Zendesk: Requester’s email is in an invalid format | This error happens when a request is sent to the Zendesk API with an improperly formatted requester email (e.g., ‘test@aa’). | Use a context variable of type EMAIL to ensure the collected email adheres to the correct format. |
| Zendesk: Requester’s email is a support address and cannot be used | This error occurs when a request is sent to the Zendesk API using a requester’s email that is already used as a support address. | Add a condition step to check if the requester's email is already used as a support address. |
|
Zendesk: Provided value is of invalid format
|
This error happens when sending a request to the Zendesk API with a value that does not match the expected field type (e.g., passing a text for a number field). | Use a context variable of the correct type in the form step to ensure the collected CV is in the right format. |
| Salesforce: Case entity operation error for insert or update | This error occurs when Salesforce cannot insert, update, or activate a record due to issues such as validation rule failures, trigger exceptions, or process builder errors. | 1. Ensure that the data being submitted or set in the Case Creation Configuration complies with all active validation rules on the Case object. 2. Check for any Apex triggers on Salesforce on the Case object that might be causing exceptions. Review the trigger logic to handle edge cases gracefully. 3. Identify any Process Builders or Workflows associated with the Case object. Ensure they are not causing unintended errors during record operations. 4. Verify that the integration user has the necessary permissions for all fields involved in the operation. |
|
Salesforce: Insufficient Access on Cross Reference Entity |
This error indicates that the user does not have sufficient permissions to access or modify a related record referenced during the operation. | 1. Ensure that the integration user has the necessary permissions for both the Case object and any related objects involved in the operation. 2. On Salesforce review the organization-wide defaults and sharing rules to ensure the integration user has access to the related records. 3. Ensure that the integration user owns the record or has been granted access. |
|
Salesforce: Invalid or malformed ID |
This error occurs when an invalid ID is provided in the request, such as an ID with null value or with incorrect length or format. | 1. Ensure that all IDs provided correspond to valid Salesforce record IDs. 2. Verify that the IDs reference existing records in Salesforce. 3. Ensure that all of the required fields are set with a proper value in Case Creation Configuration. |
|
Salesforce: Invalid reference key |
This error indicates that a foreign key reference (such as a lookup field) is invalid or the user does not have access to the referenced record. | 1. Ensure that all lookup fields contain valid and existing record IDs. 2. Confirm that the integration user has access to the records referenced by foreign keys. 3. Ensure that the record types being referenced are valid for the integrated user profile. |
|
Salesforce: Field integrity exception |
This error occurs when there's a problem with the data integrity of a field, such as assigning a value that doesn't comply with the field's settings or constraints. | 1. Ensure that any picklist fields are set to one of the predefined values. 2. Confirm that the data being entered matches the field data type (e.g., date fields receive date values). 3. Ensure that any dependent fields have valid values based on their controlling fields. |
| Salesforce Messaging Widget not found
|
window.embeddedservice_bootstrap is a JavaScript object that initializes and manages the Salesforce Messaging chat. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the Salesforce widget script is present. If missing, add it and confirm it loads correctly. 2. Go to Salesforce Setup and review your Embedded Service Deployment settings. Ensure the API version and deployment ID match those used in your implementation. |
|
Zendesk Messaging Widget not found |
window.zE is the JavaScript object used to interact with Zendesk Web or Message Widget. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the Zendesk widget script is present. If missing, add it and confirm it loads correctly. 2. Go to the Zendesk Admin section and review your Chat Widget settings. |
|
Freshchat Widget not found |
window.fcWidget is the JavaScript object used to interact with Freshchat. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the Freshchat widget script is present. If missing, add it and confirm it loads correctly 2. Log in to your Freshchat account and ensure your widget is properly configured. Look for the widget token and verify it matches the one used on your website. |
|
Salesforce Chat Button not found |
The error occurs when the Salesforce button used to initiate a conversation doesn’t exist |
1. Check your webpage source code to ensure the Salesforce widget script is present. If missing, add it and confirm it loads correctly. 2. Go to Salesforce Setup and review your Embedded Service Deployment settings. Ensure the API version and deployment ID match those used in your implementation. |
|
Salesforce Widget not found |
window.embedded_svc is a JavaScript object that initializes and manages the Salesforce chat. |
1. Check your webpage source code to ensure the Salesforce widget script is present. If missing, add it and confirm it loads correctly. 2. Go to Salesforce Setup and review your Embedded Service Deployment settings. Ensure the API version and deployment ID match those used in your implementation. |
|
Zendesk Widget not found |
window.zE is the JavaScript object used to interact with Zendesk Web or Message Widget. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the Kustomer widget script is present. If missing, add it and confirm it loads correctly. 2. Check your Kustomer account to confirm that the widget is correctly configured. Ensure that the organizationId matches the one used on your website. |
|
Kustomer Widget not found |
window.kustomer is the JavaScript object used to interact with the Kustomer Chat widget. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the Kustomer widget script is present. If missing, add it and confirm it loads correctly. 2. Check your Kustomer account to confirm that the widget is correctly configured. Ensure that the organizationId matches the one used on your website. |
|
Failed to create Kustomer conversation |
Third-party API errors |
Not applicable |
|
SnapEngage Widget not found |
window.snap_engage is the JavaScript object used to interact with the snapenegage widget. The error occurs when this object is missing or not properly loaded on the customer’s page. |
1. Check your webpage source code to ensure the SnapEngage widget script is present. If missing, add it and confirm it loads correctly. 2. Log in to your SnapEngage account and ensure your widget is properly configured. |
|
Failed to decode JWT |
This error occurs when the JWT string is malformed or cannot be parsed successfully. |
Ensure the JWT string is valid and properly encoded. Double-check that it's being passed to the Parse JWT action correctly. |
|
Context variable name not found in decoded JWT |
This error occurs when the Parse JWT action is configured to extract a context variable that doesn't exist in the decoded payload. |
Verify that the expected field name exists in the JWT payload. Update the action's configuration to match the actual structure of the JWT. |
|
Context variable not found during decoding and storage of JWT |
This error occurs when the Parse JWT action fails to store the decoded value into a context variable because the referenced variable is not properly defined. |
Ensure that the destination context variable is correctly configured in the Parse JWT action. Add the variable if it doesn’t already exist. |
Errors in Solve Email
| Error Message | Description | Recommended Solution |
| Webhook Request Validation Error | This error occurs when the data sent from the Salesforce callout flow to the Forethought server is missing required fields or incorrect information. |
Ensure that the data sent from the Salesforce callout flow to the Forethought server is complete and accurate. Learn more about the required fields in Create a custom Callout flow in Salesforce for Solve Email. |
| Missing Context Variables | This error occurs when an email workflow encounters a step that references an undefined context variable. |
1. Ensure that the email workflow has access to the required context variables. 2. Add a condition step to verify the CV’s existence before using it. |
| Missing Static Article | This error occurs when an email workflow contains a static article step that no longer exists in your helpdesk knowledge base. |
1. Verify the existence of the article in your helpdesk knowledge 2. Update the corresponding Solve Email Response to reference an existing static article or remove the the Static Article step causing the error |
| Missing Static Article Translation | This error occurs when an email workflow contains a static article step with no corresponding translated article in your helpdesk knowledge base. | Ensure that the email workflow contains a static article step with a corresponding translated article in your helpdesk knowledge base. |
| Ticket Update Step Error | This error occurs when updates made via the Ticket Update step are rejected by the helpdesk API. | Verify that the ticket update step is not attempting to update fields that are read-only or have invalid values. |
| Zendesk: Missing Ticket Field | This error occurs when Forethought attempts to update a Zendesk ticket but Zendesk rejects the update because the ticket was created with missing required ticket fields. | Verify that new tickets are created with the correct ticket fields. |
| Zendesk: API Error | A Zendesk API error occurred during email workflow execution. | Review the error payload and resolve it based on the following Zendesk Documentation. |
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