Reactive Chat (SCCL) Not Showing On The Mobile Page (Doc ID 2188895.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A and later
Information in this document applies to any platform.

Symptoms

On : NA version, Rules Engine

ACTUAL BEHAVIOR
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Allstate: Reactive Chat (SCCL) Not Showing On The Mobile Page

SCCL widget not displayed on the page even when agents are available and during operating hours.

EXPECTED BEHAVIOR
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SCCL is shown to site visitors when there is an agent available during hours

STEPS
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The issue can be reproduced at will with the following steps:
1. go to the Allstate Online Sales or My Account Mobile page
2. look for the chat widget located on the upper right corner of the page

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, site visitors are not offered the chat widget when on the mobile site.

Changes

 The rule action was modified to include hard-coded data in the Custom Fields.

Cause

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