Symptom
The offline chat window displays a continuous loading icon and does not present the expected input fields to the user.
Applies To
- Contact Center
- Chat
- Generate Code Chat v2
Resolution
- Log in to Configuration Manager for Contact Center.
- Within the script settings, ensure that the correct offline form is selected.
- Locate and edit the offline form that is currently in use by the chat script. This can be found in Configuration Manager for Contact Centrer > Chat Design > Form.
- Ensure that the necessary input questions for the offline form are present and correctly configured.
- For example, add CRM Fields: Email address, Subject, and Message
- Click Next.
- Configure options as per your preference.
- Click Save.
Cause
The root cause of this issue is an offline chat form configuration that lacks the required input questions. Without these questions, the form cannot function correctly, resulting in a continuous loading display.
This only occurs when using the code snippet from the "Generate Code Chat v2" option and not the "Generate Code" option in Configuration Manager, Scripts, Chat, Code.
8x8 is investigating this as a possible bug.
Additional Information
For more information, see the product documentation for 8x8 Contact Center.