Click To Chat Engagement Engine Rule Suddenly Stopped Working

(Doc ID 1970880.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.


On : N/A version, Chat Infrastructure

We have a global chat button in our main navigation across the entire site. It's been working without issue for awhile now.

We added some chat buttons to some other pages but didn't make any changes to these rules and now suddenly the global chat button isn't working.

Chat Now button should work with no issues

The issue can be reproduced at will with the following steps:
1. Navigate to customer website
2. Observe that there is no chat button in the site header

The issue has the following business impact:
Due to this issue, user cannot chat with customer, resulting in lost business


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