Dynamics Community Forum Thread Details

Live chat widget customization no longer working

Hi experts! Hoping someone can help me with an issue I'm having with the live chat widget in Dynamics 365 Customer Service.

My organisation has used the live chat widget for several months on our website, with a customized look to match our brand using the data customization callback method. We used this to change the colour, agent avatar icon, wording on the loading screen, plus others, from the default with no issues.

About three weeks ago the widget lost all of it's customizations and reverted back to displaying the default live chat widget look and feel. Nothing has changed on our website, in the code for the widget or customization script, or anywhere else. One day it was fine, the next the customizations didn't load and we've not been able to restore the customized look since.

I've tried re-adding all our customizations, and even tried duplicating the example on the Microsoft Learn article for changing the chat window size using data customization callback method, just to see if that worked. It doesn't, so we're now stuck as to what to do to restore our branding to the widget.

Has anyone else experienced this issue recently and how were you able to rectify it? Any help would be much appreciated!

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Dynamics 365 Customer Service

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