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View event logs for AI Agent ActionsUpdated 22 days ago

AI Agent uses Actions to make changes in the apps that you use to run your store and resolve shoppers’ tickets.

Admins and Team Leads can see an event log for each Action that AI Agent uses to respond to shoppers’ tickets. Each log provides a record of when the Action was used, the result of the Action (whether it succeeded or failed), and any errors that occurred.

The event log is especially useful for troubleshooting. A technical audience can use logs to investigate and fix errors that prevent an Action from working, including the Gorgias Support Team.

Requirements

  • You must have an active Automate subscription
  • You must be a Team Lead or Admin to view event logs

View an Action’s event logs

A new entry is created in an event log whenever AI Agent uses an Action and makes an HTTP request to a connected app.

Each entry shows when the Action was attempted (Last Updated), the status of the Action (Success or Error), and a link to the ticket where the Action was used (Ticket ID).

To view the event log for an Action:

  1. From the main menu, go to Automate
  2. Select your store from the sidebar, then click on AI Agent > Actions
  3. Select an Action from your library, then click on View Events to open the Action's log
  4. Use the dropdown menus to filter the log by Date range or Status
  5. Select an entry to see more details, including the HTTP request, response and error messages

Partially successful Actions

When you add multiple steps to an Action, AI Agent performs each step sequentially. AI Agent must complete the first step before moving on to the second step, and so on.

If AI Agent fails to complete a step, the Action stops and no further steps are performed. The ticket is handed over to your team to complete.

In the event log for your Action, this means that some events with an Error status may be partially successful.

  • In the Event log, select an entry with an Error status to see more details. If an Action was partially successful, you can see which steps in the Action succeeded (Status 200) and which steps failed Status 400

Gorgias interface displaying the ‘AI Agent’ section under the ‘Actions’ tab. The page shows a list of HTTP requests with their statuses, including ‘SUCCESS’ (green) and ‘ERROR’ (red). On the right, detailed information about a selected HTTP request is displayed. It includes a POST request with headers such as ‘content-type: application/json’ and ‘authorization: Basic,’ followed by a GET request with similar details. A red ‘Status 400’ error is highlighted next to the details.

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