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  • 1.  Customer Journeys tab

    Posted 10 days ago

    I have a user who is getting an error when viewing the Customrr Journeys tab. When the user views the Customer Journeys tab they get a message which states could not load intents at the top of the view.

    There is a further message in the top right hand corner of the tab which state intents and when you hover over it states Active intents from the contact

    I have checked all of the permissions and they have all of the permissions on the required role. Is there any way that I can remove those "errors" ?.


    #Reporting/Analytics

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    richard craig
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  • 2.  RE: Customer Journeys tab
    Best Answer

    Posted 10 days ago
    Edited by Phaneendra Avatapalli 10 days ago

    Hi Richard,

    Somebody from the community may be able to add more insight, but the links below might help as a starting point in the meantime:

    These give some background on how Customer Intents are configured and used within Customer Journeys. Since you mentioned this is affecting only one user, it may also be worth comparing that user’s setup and access against another user who can view the tab successfully.

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: Customer Journeys tab

    Posted 9 days ago

    Hi Richard,

    This behavior is usually not only permission-related.

    The Customer Journeys tab tries to load active intents associated with the contact. If the contact has no valid or active intents (for example, they didn't go through a bot or the bot/flow was unpublished or removed), the UI may show "could not load intents".

    A few things to check:

    • The intents come from a published Bot Flow in Architect
    • The language of the bot/intents matches the interaction
    • Customer Journeys is enabled for the org and included in the user's license

    Currently, there's no way to manually hide these messages. They disappear once valid intent data is available.

    If it happens only for some contacts, it's likely data-related. If it happens for all contacts, I'd suggest opening a support case.

    Hope this helps.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


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