Dynamics Community Forum Thread Details

Agent and client cant see messages in livechat

Hi everyone.
I have set up a ready chat channel and a test web page with live chat.
The problem is that the incoming conversation appears, but the client and agent do not see the message, just "agent is typing...", "client is typing..." and nothing happens.
Everyone only sees his messages.

What I doing wrong?

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Dynamics 365 Customer Service

Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

The issue described suggests a misconfiguration in the live chat setup, likely related to the message delivery or rendering process. Here's a breakdown of what might be going wrong and areas to investigate:

Message Delivery Configuration:
- The live chat messages are not being transmitted correctly between the client and agent. This might indicate a problem with the real-time message synchronization service (like Azure SignalR if you're using Dynamics 365). Ensure that the back-end service responsible for relaying messages is set up correctly and running.
Authentication or Permissions:
- If the chat messages are not visible across users, there might be issues with authentication tokens or user roles. Both the client and agent must have appropriate permissions to view each other’s messages within the chat session.
Custom Code or Plug-ins:
- If you’ve customized the chat widget or its underlying logic, ensure that the customizations aren't blocking or mismanaging how messages are sent and received. You might want to review the event handlers in the JavaScript SDK (if applicable).
Channel Setup:
- Revisit your configuration of the chat channel in Dynamics. Verify that the "Inbound Messaging Settings" and the chat widget URL integrations on the test webpage are properly aligned.
Browser or Cache Issues:
- Occasionally, message rendering issues arise due to browser compatibility or cached data. Ask the team to clear their browser caches or test the live chat in a different browser or device to rule out client-side issues.
Service Downtime or System Bugs:
- Check for any reported system bugs or known service disruptions in Dynamics 365. Sometimes these issues are temporary and require a patch or update from Microsoft.

Troubleshooting Recommendations:
- Testing: Simulate a conversation in a controlled environment with detailed logging enabled to identify the point where messages stop syncing.
- Integration Health: Ensure the chat widget is correctly integrated with the Dynamics environment and that the chat channel is active and connected.

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