Understanding the Error: “User is not a member of the team”

If you receive an email stating that your bot has encountered a failure and the error message shows:

Error: User is not a member of the team

There is no need to worry. This article explains:

• Why this error occurs

• What it means

• How to resolve it correctly

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What Does This Error Mean?

This error usually appears when:

• Your bot contains an “Assign Conversation to Agent” action.

• The bot attempts to assign a chat to a specific agent.

• That agent is no longer part of your account team.

In simple terms, the bot is trying to assign a conversation to someone who is not available in the team anymore.

Because the system cannot find that user in the team, the assignment fails and you receive a failure notification email.

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Why Does This Happen?

There are two common reasons for this error:

1. The Agent Was Removed from the Team

An Owner, Admin, or Team Leader may have removed the agent from the account.

When the agent is no longer part of the team:

• The system cannot assign conversations to them.

• The bot fails at the assignment step.

• A failure email is triggered.

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2. The Agent Is No Longer Active

The agent may have:

• Left the organization

• Been deactivated

• Been intentionally removed

However, the bot flow still includes that agent’s name in the “Assign to Agent” step. Since the agent is inactive or removed, the bot cannot complete the assignment.

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How to Fix This Error

To resolve this issue, you will need to make changes either in your Team Settings or in your Bot Flow, depending on the situation.

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Case 1: The Agent Was Removed by Mistake

If the agent should still be part of your team, follow these steps:

Step 1: Add the Agent Back to the Team

• Go to your Team section.

• Send an invitation to add the agent again.

• Ensure the agent accepts the invitation and joins the team.

Step 2: Update the Bot

• Open your bot flow.

• Locate the “Assign to Agent” action.

• Re-select the agent (if required).

• Save and enable the bot.

Once these steps are completed, the bot will resume assigning conversations correctly.

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Case 2: The Agent Has Been Permanently Removed

If the agent is no longer working with your organization, you must update the bot flow.

Step 1: Open the Bot

• Go to the Bot Studio section.

• Open the bot mentioned in the failure email.

Step 2: Locate the Assign Action

• Find the step where the conversation is assigned to the removed agent.

Step 3: Replace the Agent

• Select another active agent from your team.

• Save the changes.

Step 4: Save and Enable the Bot

After making the changes, save and enable the bot to ensure the updated configuration is live.

Once updated, conversations will be assigned to the new agent and the error will stop.

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Why It Is Important to Fix This

If this issue is not resolved:

• Conversations will not be assigned properly.

• Leads may remain unattended.

• Failure notification emails will continue.

• Customer experience may be negatively impacted.

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Summary

When you see the error:

“User is not a member of the team”

It means:

• The bot is trying to assign a conversation.

• The selected agent is not part of the team.

To fix the issue:

• Add the agent back to the team if they were removed by mistake, or

• Replace the agent in the bot flow with an active team member.

After saving and enabling the updated bot, the error will stop and your bot will function normally again.