customer support portal chat functionality

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Posted on by Steve Pillar

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Hi,

I have Chat functionality set up within my Customer Support Portal. It has been functioning without issue, but within the last few days, when a user goes to open a chat through the chat widget, after completing the pre-chat survey, the chat window displays as Loading but gets no further, and eventually disappears.

Any ideas much appreciated

Steve

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Hi Steve Pillar,

Please clear your browser's cache and reopen this page to have a try.

If this issue persists, please press f12 to check is there any error message?

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Steve Pillar 156 on at

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Thanks for that Steve, thats been useful.

I have cleared my browser's (Chrome) settings but no change with the Chat widget.

So when I click on the chat widget, I get the following:

It seems to be something to do with authentication. The following is what I have in the Chat Widget settings:

I haven't changed anything recently, since the last successful chat. Any ideas?

Much appreciated

Steve

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Hi Steve Pillar,

Please check the Public key URL is correct or not? It should be the <portal_base_URL>/_services/auth/publickey

And does the user login in to the Portal?

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Steve Pillar 156 on at

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Hi Steve,

Yes the public key URL is as you say.

We've got the chat functionality to work by turning off the authentication settings. Users have to log in, and the chat widget is not visible until they do so.

Regards

Steve

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