Anonymous chat - users without login unable to see chat messages

[benbaldwin]

I'm working on a deployment for a client that wants to use the anonymous Live Chat functionality from the Consumer Service Portal. Platform is Jakarta patch 5. The issue I'm running into is that users that aren't logged in through the portal aren't seeing the chat messages sent from the agent. The agent can see messages from the anonymous user and the agent can see the messages they type to the user, but the user doesn't see anything in the chat window.

What I've done:

- Activated the Consumer Service Portal plugin

- Activated Anonymous Connect Support plugin

- Activated Connect Support and Service Portal Integration plugin

- Assigned users to the Product Support and Billing Support groups

I then tested by going to the /csp page from a different computer, selecting Live Chat from the menu, entering name, email, etc. and clicking Submit. On my other system I was logged in as an agent user assigned to the appropriate groups. The chat request showed up in the queue and was accepted. The "agent" user could see everything entered by the anonymous user, but messages sent from the agent back to the anonymous user never displayed.

I did additional testing by going to the /csp page, logging in as a test user and selecting Live Chat again. Once the chat request was accepted by the agent, messages going both ways were visible.

This acts like a permissions issue, but I could be wrong about that. Not sure how to approach troubleshooting on this one. Has anyone else run into something similar or have suggestions for troubleshooting?

[benbaldwin]

Nathan, thanks for the suggestion. What you described isn't really what I'm experiencing, but I tried clearing the cache on the browser and in the instance. I'm still having the same problem.

[jwd3]

PRB1171082

Looks like Jakarta patch 7, Kingston patch 1

Still doesn't seem to work **exactly** right, as the name and avatar doesn't show up until the chat window is reloaded, but its at least relatively functional.

[benbaldwin]

Good to see that! I'm on patch 6a right now and still having the problem. I'll see about getting upgraded to patch 7.