# (Legacy) Self-service issues
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The following issues are specific to [legacy self-service](generative-ai-powered-self-service.md).

## Customers are unexpectedly receiving "Escalating to agent..."
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Unexpected agent escalation occurs when there's an error during the self-service bot interaction or when the model doesn't produce a valid `tool_use` response for `SELF_SERVICE_PRE_PROCESS`.

### Troubleshooting steps
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1. **Check the Connect AI agent logs**: Examine the `completion` attribute in the associated log entry.

1. **Validate the stop reason**: Confirm that the `stop_reason` is `tool_use`.

1. **Verify parsed response**: Check if the `parsed_response` field is populated, as this represents the response you'll receive from the model.

### Known issue with Claude 3 Haiku
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If you're using Claude 3 Haiku for self-service pre-processing, there's a known issue where it generates the `tool_use` JSON as text, resulting in a `stop_reason` of `end_turn` instead of `tool_use`.

**Solution**: Update your custom prompt to wrap the `tool_use` JSON string inside `<tool>` tags by adding this instruction:

```
You MUST enclose the tool_use JSON in the <tool> tag
```

## Self-service chat or voice call is unexpectedly terminating
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This issue can occur due to timeouts from Amazon Lex or incorrect Amazon Nova Pro configuration. These issues are described below.

### Timeouts from Amazon Lex
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+ **Symptoms**: Amazon Connect logs show "Internal Server Error" for the [Get customer input](get-customer-input.md) block
+ **Cause**: Your self-service bot timed out while providing results within the 10-second limit. Timeout errors won't appear in Connect AI agent logs.
+ **Solution**: Simplify your prompt by removing complex reasoning to reduce processing time.

### Amazon Nova Pro configuration
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If you're using Amazon Nova Pro for your custom AI prompts, ensure that the tool\$1use examples follow [Python-compatible format](create-ai-prompts.md#nova-pro-aiprompt).