Hello. We are going to integrate the widget v2 to our website but we are facing an issue while testing it. Everything seems to be fine, agent and customer can exchange messages, but sometimes while chat session is active, "connection lost" message appears on screen and "connection restored" right after that. Our question is if there is a way to fix that issue.
Hello,
The "connection lost"/"connection restored" would point to an issue with the websocket leveraged in the Web Chat.
The Guest Chat API (API/protocol between the widget client and Genesys Cloud) leverages a websocket.
When the websocket connection is lost or broken, the widget displays such messages.
The websocket disconnect could happen if there is an issue between the widgets client and Genesys Cloud (as it goes over your LAN and then internet) or on server side (Genesys Cloud I mean).
I would recommend to open a ticket with Genesys Care so they can investigate and check if a problem is happening in your region (mypurecloud.de) with WebChat v2 and the websockets.
I just had a partner reporting a similar issue (they are also in mypurecloud.de) few minutes ago. That's why I would recommend to raise this to Genesys Care for investigation/resolution.
Regards,
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