WebChat Knowledge Center Spam issue

[Janos]

Webchat Knowledge Center Spam issue

Hi, fellow #web-chat developers!

We came across a re-accruing problem with WebChat. Our Agents reported a strange knowledge center spam issue while the end user is coming from an Android device with a Chrome browser.

After some testing, it turned out that if the user has a slow internet connection (slow 3G throttling emulation), and we were typing and sending messages fast (1s/message) the network requests stacked up and the agent got the spam issue and from the end user perspective we had a connection lost and re-connection notification (more over the chat session has closed).

What came to my mind is if we'd detect the end-user has a slow internet connection and has rage typing we should somehow debounce the message sending (throttle it down to eg.: 5s/message).

I couldn't really find a possible way with the WebChatService widget even though I tried this: https://all.docs.genesys.com/WID/Current/SDK/WebChatService-combined#registerPreProcessor.

I hope you can help us!

Thanks in advance!

BR,
Janos

[msassoon]

I think you will have to raise this as a case with Care as this is the Genesys Cloud forum and you are using the Engage platform and features. If I remember, we did add a config item to the Widget config script to change the Ajax timeout from 3 seconds to maybe 5 seconds https://all.docs.genesys.com/WID/Current/SDK/WebChatService-combined#Configuration. Not sure if that will solve your issue, but there is really only Genesys Cloud devs looking at this forum.

[Janos]

Thanks, Marc for the guidance.
What do you think where should I raise my questions?

[msassoon]

I think you will need to raise a case here Genesys | My Support as we no longer have a developer forum for our on-Premise products.

[Janos]

Thanks again Marc!