> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/troubleshoot-webagent.md). # Troubleshoot WebAgent Troubleshoot common WebAgent error messages. Use this page when WebAgent shows an error during sign-in, dialogue handling, contact lookup, or state changes. ## Before you contact support 1. Retry the action once. 2. Confirm that you are signed in to the correct Unified Contact Center (UCC). 3. Refresh WebAgent if the page is no longer responding. 4. Record the exact error message, the time, and the action you were performing. If the issue continues, share those details with your supervisor or administrator. ## Active conversation errors WebAgent may show an error when it cannot retrieve, accept, hold, resume, or disconnect a conversation. Try the action again. If the error continues, do not repeatedly accept or transfer the same conversation. Escalate the error with the conversation details and the action you attempted. ## CRM contact errors If WebAgent cannot retrieve customer relationship management (CRM) contacts, CRM information may be unavailable or the CRM integration may not be connected for your session. Try the search again. If CRM contacts still do not load, continue the conversation with the information available in WebAgent and report the issue to your supervisor or administrator. ## UCC state and reason-code errors WebAgent may show an error when it cannot update your UCC state or reason code. Check whether you are still signed in. If the state or reason code does not update after retrying, contact your supervisor before continuing to change states. ## Wrap-up, classification, and transfer errors If WebAgent cannot update wrap-up time, set a classification, or complete a transfer, record what you were trying to do and the error shown. If a transfer fails, try again only when it is safe for the customer interaction. If the error continues, use your organization escalation process. ## Administrator diagnostics Use the WebAgent message and failed action to identify the backend dependency to check. Confirm that the service is available and that its current endpoint is configured for the affected UCC. | WebAgent symptom | Dependency and checks | Current plugin setting | | ---------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------- | | Error retrieving active conversations | Check Dialogue Manager availability, its database connection, and the endpoint configured for WebAgentService. | `Uri` with scope `DialogueManager` | | Error retrieving CRM contacts | Check CRM Service availability, its provider credentials and permissions, and its WebAgentService endpoint. | `CrmServiceUrl` with scope `WebAgentService` | | Error accepting a waiting conversation | Check ApiPlugin availability and confirm that the conversation is still queued and has not already been accepted. | `Uri` with scope `ApiPlugin` | | Error updating a UCC state or reason code | Check Attendant Service availability and the endpoint configured for the UCC. | `AttendantServiceUrl` with scope `WebAgentService` | | Error increasing or cancelling wrap-up time | Check ApiPlugin availability and its endpoint. | `Uri` with scope `ApiPlugin` | | Error setting a classification | Check Call Property Service availability, its database connection, and the endpoint configured for the UCC. | `CallPropertyServiceUrl` with scope `WebAgentService` | | Error placing an audio conversation on hold, resuming, disconnecting, or transferring it | Check ApiPlugin availability and confirm that the conversation is still active. | `Uri` with scope `ApiPlugin` | Use the current setting names shown here. Older guidance may refer to `AttendantService` or `CallPropertyService`; the WebAgentService settings are now named `AttendantServiceUrl` and `CallPropertyServiceUrl`. Do not replace an endpoint with a local hostname or a value copied from another environment. Use the service URL supplied for the customer environment. If the endpoint is correct but the dependency remains unavailable, collect the UCC name, exact error, timestamp, conversation ID where available, and the failed action before escalating to support. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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