Customer name JS error

Genesys Cloud Web Chat
1

Hi! I'm still setting up WebChat using the Genesys widget for my site.
Last week the chat worked just fine. Today I'm getting a console error:

Cannot read property 'name' of undefined @ webchat.min.js:6

Basically the name object name:t.from.name is not being set when the chat connects, and thus the customer chat bubble does not appear on the client.
It does work upon refreshing the page, and it does get sent through to the Agent correctly.

Has something changed recently, or what have I done to change this behaviour?

Regards, Liam

2

Hello,

A new version of Genesys Widgets has been released on October 11th (https://docs.genesys.com/Documentation/RN/9.0.x/gwc-wgt90rn/gwc-wgt9001502).
I just run a test and also noticed a problem (not on first chat but appears after one or 2 for me - I am generating them one after the others from same page).

Could you open a case with PureCloud Care (so you get notified when it is solved)?

In the meantime, what you can do is to point to the previous version of the Genesys Widgets (9.0.014.13).
When you import your script, you are likely calling something like this - just specify exact version number (9.0 always points to last version):

<script src="https://apps.mypurecloud.com/widgets/9.0.014.13/cxbus.min.js" onload="javascript:CXBus.configure({debug:false,pluginsPath:'https://apps.mypurecloud.com/widgets/9.0.014.13/plugins/'}); CXBus.loadPlugin('widgets-core');"></script>

3

Things that will be helpful in trying to diagnose this and fix it:

  • What widget deployment are you using?

  • What is your website config? You can send us a test page if easier.

4

Thanks, this did it! I've pointed directly to 9.0.014.13 as in your example and the functionality is restored!

5

We identified the issue and working on a fix.

While the workaround of pointing to an older version helped in this particular scenario, it's not advisable that you use this going forward as you will not get any bug fixes or new features. We do not recommend that PureCloud customers use a specific version and instead follow the setup instructions here: https://developer.mypurecloud.com/api/webchat/widget-version2.html

6

@anon39326996 Is there any update on this issue?

7

This has been resolved, at least partially, a couple of weeks ago. Are you still able to reproduce the issue? We're seeing some conflicting information we're trying to track down - seems like on occasion it may still happen.

8

It's still occurring for me on initial load/instantiation. A refresh gets past the error, and it doesn't seem to come back after that until I've switched to a new customer.

9

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.