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Engagement Engine: Chat Widget Load Delay (Doc ID 2425415.1)

Last updated on JULY 20, 2018

Applies to:

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


On : NA version, Rules Engine

Widget Load Delay (DSG)

Chat icon delayed display after response from Oracle

On our website we display up to three chat icons depending on the page displayed. On our cart page, during checkout, the chat icon should show in the header, the footer and the body of the cart.

I have a question about the responses from Oracle for chat. We are sending one request which is for the Header, the body and the footer. The response from Oracle though comes back in the footer first, then 10-20 seconds later the body, and then an additional 10-20 seconds the header is returned.

What could be causing the delay on the Oracle side for the responses?

The three chat icons are appearing at very different times. We would expect them to all load fairly quickly, almost simultaneously.

Chat widgets should all load together

The issue can be reproduced at will with the following steps:
1. Navigate to customer site checkout page

The issue has the following business impact:
Due to this issue, users ability to chat with agents is delayed


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