Problem with web widget messages not loading

(mario menti) #1

Hi there,
one of our clients has a problem I’m struggling to get to the bottom of. It’s related to the widget for the web chat bot. When they click it, the window to the right opens ok, but there is never a message received, just the initial “three dots” indicating typing, but the first message never appears.

I’ve tried replicating it but can’t (so far), and I’ve also asked them for the console output from Chrome, which shows an error in twilio-chat.js. Is this part of the embed code for the web widget? I’m attaching the screenshot they sent, any help or pointers to help me get to the bottom of this will be much appreciated!

Cheers,
Mario.

(Karen Barker) #2

Hi @mario,

If they try to trigger a flow afterwards are they able to trigger it at all? Are there any error messages logged within the interactions tab of the Flow XO account?

twilio-chat.js is part of the embedded code for the Web Messenger. Given the slow network issues mentioned in the console log it could be that their connection speed is too slwo and therefore causing the socket timeout to occurr.

Would you be able to share the URL for the web messenger so we can try to replicate the issue?

(mario menti) #3

Hi Karen, as far as I can tell it never responds to them, but I’m not 100% sure if they have tried typing in anything after it appears to hang (I’m not sure if the text input window actually becomes visible/available).

The test site where they are getting the issue is at https://bot.allychatbot.com/test

(Daniel Beckett) #4

Hi @mario

I’m having trouble recreating the issue. The widget loads up fine on the site for me and sends the welcome message, even when I use Chrome’s developer tools to cap my Internet speed to the ‘Slow 3G’ preset. Karen may be right in that a timeout is occuring due to slow Internet speeds but what also may be worth checking is whether they’re using any browser extensions / add-ons that may be conflicting.

As a quick test they could try starting a private browsing session to disable any active add-ons and then test the bot to see if they get the same problem.

(mario menti) #5

Thanks, I’ll ask them to do that and will report back! :slight_smile: