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Widget Chat API no longer works

  • March 10, 2022
  • 3 replies
  • 0 views
Luca11

Since this morning the chat in the widget is not working properly. Although the department is closed and there are no operators online, the widget still shows the possibility to chat.
Until now we have been using the API:
chat: {
        departments: {
          enabled: ['TEST1'],
          select: 'TEST1'
        }
      }

With this code we can direct the customer to a specific department and activate the Chat only if that department is online.

Now however it doesn't work.
If the department TEST1 is closed but there is an operator online from a different department (e.g. TEST2), the chat is activated and the customer's message is lost (since TEST1 is closed).
Does anyone else have this problem?

    3 replies

    Luca11
    • Luca11
    • Author
    • March 14, 2022

    Anyone who can please help me or is this a bug?

    Tipene
    • Tipene
    • March 15, 2022
    Hi Luca,
     
    Thanks for reaching out!
     
    I see that you have a ticket open with our team so I'll leave this one for now. 
     
    If you have any other questions, feel free to let me know!
     
    Tipene
      Luca11
      • Luca11
      • Author
      • March 17, 2022

      Hi @tipene,

      Unfortunately, the service doesn't help me because they say they haven't made any changes and it's always been that way.

      This is not correct, because for 3 months everything worked correctly and we did not change any code.

      On your development page, more precisely here: https://developer.zendesk.com/api-reference/widget/settings/#departments
      it is indicated by your developers that with this api (departments.enabled) it is possible to show to the customer IN THE PRE-CHAT MODULE only certain departments. 

      If this API is used by inserting 2 or more departments, in the pre-chat form only those inserted departments are shown in a dropdown and the system does not allow to send messages if those inserted departments are offline (screenshot 22).

      I find this path correct.


      However, if I enter only one department in the same API, the dropdown is not shown in the pre-chat form and it allows the customer to send the message even if THAT department (set in the API) is offline (screenshot 23).

      I find this operation to be wrong.


      Before, the "chat" button was visible only if the department set in the API (departments.enabled) was ONLINE, while now the "chat" button is displayed if there is at least one operator online (even from other departments not set in the API).

      What should I do? I haven't changed anything and now it works badly.
      Can you verify that it is not a bug?
      Thank you very much for the help.

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