Every time an AI agent is triggered for a ticket, LiveAgent creates a run record that tracks its full lifecycle. This article explains where to find runs, what the different run statuses mean, and how to interpret the possible failure reasons.
To review runs, navigate to Reports > AI Agent Runs. This section is available once the AI Agents feature is active on your account, and requires the permission to manage AI agents.
What a run record shows
Each run record shows:
- The AI agent that was executed
- The ticket that was processed
- The start time and duration
- The number of tool calls made
- The current status and, if applicable, the failure reason
Run statuses
| Status | Meaning |
|---|---|
| Running | The run was created and dispatched to the AI provider. The flow or model is executing and may be making tool calls. |
| Completed | The run finished its work — the AI made its tool calls and reached a terminal action on the ticket. |
| Failed | The run did not complete. Open the run to see the failure reason (see below). |
Throttling: If your AI provider is temporarily rate-limited, LiveAgent automatically pauses the run and resumes it once the provider's throttle window expires — no action is needed on your part. If a paused run cannot resume within 60 minutes of starting, it is timed out.
Safety-net timeout: A run that stays in the Running state for more than 10 minutes without finishing is closed automatically. If it had already made at least one tool call, it is marked Completed; if it made none, it is marked Failed with the Execution timed out reason.
Possible failure reasons
When a run fails, its record shows one of the following reasons:
| Reason | What it means | What to do |
|---|---|---|
| Execution timed out | The run did not complete in time and made no tool calls before its time window elapsed — either it stayed running for more than 10 minutes, or a throttled run could not resume within 60 minutes of starting. | Check your flow or model configuration and your provider's availability. If throttling is frequent, reduce the number of rules that trigger AI agents simultaneously. The next matching rule trigger creates a new run automatically. |
| AI provider error | The AI model returned an unexpected error during processing. | Review your provider or flow configuration. If the error is intermittent, the next rule trigger will create a new run automatically. |
| Tool execution failed | The AI requested a tool call, but the action could not be completed (e.g., attempting to assign a ticket to an agent that no longer exists). | Review the flow or agent logic and verify that referenced agents, departments, and tags still exist in LiveAgent. |
| Tenant rate limit exceeded | Your account reached its overall AI rate limit. | Reduce the number of rules that trigger AI agents at the same time, or spread the workload out. The limit resets automatically over time. |
| Monthly AI budget exhausted | The budget selected for this run reached its monthly tool-call cap before the run completed. | Increase the budget's monthly limit, or simplify the flow to require fewer tool calls per ticket. See AI Budgets & Credits. Each budget's usage resets at the start of every calendar month. |
| Credit pool exhausted | Your account's AI credit balance was fully used up. | See AI Budgets & Credits for how credits work and the free credits included with your account. |
| Ticket was deleted | The ticket was deleted from LiveAgent while the AI was still processing it. | No action needed. This is expected behavior when tickets are removed during active processing. |