Web Troubleshooting

Issue: Bot or agent responses are not updating in real-time on the chat widget

If replies from the bot or agent are not appearing in your chat widget in real-time, one or more of the following factors could cause this:

  1. HTML File Accessed Directly Through the File System: Real-time updates require a WebSocket, which doesn't work when an HTML file is opened directly from the file system due to a cross-origin security policy.

    To confirm this issue, check the browser's console for any errors similar to this:

    Access to XMLHttpRequest at 'https://socket.kommunicate.io/stomp/info?t=1547050628459' from origin 'null' has been blocked by CORS policy: The value of the 'Access-Control-Allow-Origin' header in the response must not be the wildcard '*' when the request's credentials mode is 'include'.

    To solve this issue, serve the HTML page through a web server, such as Apache, Jekyll, Tomcat, Python or Node. You can use the following example that shows how to serve an HTML file using a web server:

    Example : How to serve the HTML file via a web server ?

Solution:

Step 1: Open Terminal.
Step 2: Change the current working directory to the directory containing your HTML file.
Step 3: If you're using Python 2, type the command `python -m SimpleHTTPServer 8000`. For Python 3, type `python -m http.server 8000`.

To run the demo, open your web browser and enter `http://localhost:8000`.

  2. Firewall Network: Ensure your software is not running within a firewall network. Kommunicate uses port 443 to establish a WebSocket connection. If your network blocks WebSocket protocol or port 443, the Kommunicate web plugin won't be able to establish a WebSocket connection with Kommunicate's MQTT-based real-time update service.

    This error can also be checked through the browser's console, using the error message as follows:

    https://socket.kommunicate.io/stomp/info?t=1547037843186 net::ERR_CONNECTION_REFUSED

Error in channel notification. Whoops! Lost connection to https://socket.kommunicate.io/stomp.

    To troubleshoot this, check with your network team for the allowance of WebSocket protocol and port 443.

  3. Dialogflow Bot Response Issue: If a bot configured through Dialogflow isn't responding, verify whether the service account private key file uploaded to Kommunicate is correct.

Issue: Conversations are getting assigned to human agents instead of bots

Here are some troubleshooting steps to resolve this:

  1. Check if the 'Bot Routing Rules' are correctly configured from Settings -> Conversation Rules.
  2. Under "Routing rules for bots", select the appropriate bot to answer queries.
  3. If you recently modified the 'Bot Routing Rules', test the new behavior by initiating new conversations. Please note that changes don't affect already created conversations.

Issue: With every webpage navigation, a new user and new conversation is created

If the "Remove chat session history on page refresh" option is selected under Settings -> CHAT WIDGET -> Customization, a new user will be created every time the page is refreshed. This applies regardless of which page the website reloads when the user navigates.

To resolve this, deselect the "Remove chat session history on page refresh" option and choose "Remove chat widget after a set period of time" instead.

Issue: The chat widget is not optimized for mobile view

Make sure you've added the viewport <meta> tag to your website. This tag sets the page width to follow the screen-width of the device, which varies for each device.

To make your chat widget responsive, copy and paste the following snippet into the <head> tag of your website:

<meta name="viewport" content="width=device-width, initial-scale=1">

Issue: Sound notifications aren’t working

If you're not receiving sound notifications when a new chat opens or a new message is received, it might be a common browser setting issue. You can resolve this by adjusting the sound settings in your browser:

For specific instructions regarding different browsers, refer to the images and steps mentioned in the original documentation.

If none of these guidelines help, please send an email to support@kommunicate.io.

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