Error Initiating Chat - Widget - v2

[Jaime_Perez]

Hello,

I hope I can get some guidance from the dev team. We are deploying chat using version 2 and it is working fine when entering the required fields manually. However, there is a step in the (website) page where a user can complete a form and we are grabbing the attributes to pass them to the chat form. The information is correctly getting populated but when we initiate the chat, it is providing an error message.

There was an issue starting your chat session. Please verify your connection and that you submitted all required information properly, then try again.

[Ebenezer_Osei]

Hi, Can you share your chat config?

[Emanhalim]

Hello,

I faced the same issue when I deployed the chat on the website, however, it's working when I tested by only opening the HTML file.

How can I solve the problem?

Thanks

[tim.smith]

@Emanhalim please create a new topic with details about the issues you're seeing and also provide your chat config. Thanks!

[Emanhalim]

Hello!

I have just posted my topic.

Thanks!

[Jaime_Perez]

Hello @Ebenezer_Osei, I apologize for the pause on this. We identified the issue and it appears to be related to the information we are passing with the MFA scenario. There are two attributes that we are by default passing to a Script (see below). Without authentication, we are passing less than 1,000 characters for both and the chat works fine. However, when we run authenticated chats, the characters are over 1,000. Is there a limit of characters we can pass for the below attributes? If so, is there a way to disable passing this information?

• "context._genesys_url":
• "context._genesys_referrer":

(including) @Jerome.Saint-Marc : You've been helpful with guidance on customizing chat before.

[Jerome.Saint-Marc]

Hello,

As far as I know, the 2 attributes (_genesys_url and _genesys_referrer) cannot be disabled through configuration.
I might have an idea - but I will need to check if that's an ok approach (if there is no risk that it "breaks" in the future).

I would also need to know/understand two things:

1. Are you opening your chat registration form (standard or custom) using the WebChat.open command (...command.('WebChat.open', ...))? Or using the Widgets native chatButton/invite?
2. When you say that you are running authenticated chats, I assume that you mean that chat is offered in an authenticated zone in your web site? Or are you referring to the Authenticated Web Chat flow (not supported by default in Genesys Widgets)?

Regards,

[Jaime_Perez]

Hello @Jerome,

1. I'll ask the Dev Team on our side to share the code. I am not sure which config they are running.
2. Your assumption is correct, chat is offered in an authenticated zone on our website.

[Jaime_Perez]

@Jerome, looks like we are using the command "WebChat.open."

<c:choose>
   <c:when test="${langId == 11}">		
       <img id="chatImg" onmouseover="this.src = '<c:out value="${jspStoreImgDir}images/chat-icon-text.png"/>';"  onmouseout="this.src = '<c:out value="${jspStoreImgDir}images/chat-icon.png"/>';" src="<c:out value="${jspStoreImgDir}images/chat-icon.png" escapeXml="false" />" onclick="customPlugin.command('**WebChat.open'**, getAdvancedConfig())" referrerpolicy="origin"/>

[Jerome.Saint-Marc]

That's a good thing. The only workaround I have found works only when WebChat.open command is used.

You can define the 2 attributes in the userData structure of the WebChat.open command parameters.
i.e. What's currently sent back in your code by the getAdvancedConfig() function.

Your getAdavancedConfig function is probably returning something like:

function getAdvancedConfig() {
    return {
        form: {
            ...
        },
        formJSON: {
            ...
        }
    };
}

Just add a userData structure with the 2 attributes and a shorter/empty string value. It should override what's captured automatically by the widget.
Something like:

function getAdvancedConfig() {
    return {
        userData: {
            _genesys_referrer: 'none',
            _genesys_url: 'none'
        },
        form: {
            ...
        },
        formJSON: {
            ...
        }
    };
}

Regards,

[Jaime_Perez]

Why is there a limit on the URL characters? It's odd that we would limit. Nevertheless, I will share the workaround with our Dev Team and let you know if we run into any issues.

Thanks, @Jerome!