Virtual Agent widget disappears from Employee Service Center

KarolyG · ‎05-04-2022

Hello all,

I could not find information regarding the below issue, hope someone has experience with how to deal with the following:

Virtual Agent is enabled on the instance, it is to be used through the Employee Service Center. The widget is there all right but only until the user searches something in the How can we help? box.

The search results are listed on a new screen but the VA widget disappears at this point and does not get back neither if we hit the Home link nor if we click the go back button on the browser. Only a page reload brings it back.

Any way to prevent this from happening?

Thank you,

Karoly

KarolyG · ‎07-03-2022

As turned out, the phenomena was caused by the "Request Help Channels" widget - this widget appears by default at the bottom of the page of the search results on the ESC portal. If you have the same problem, disable it or look at its scripts and don't let it add the "display:none;" attribute to the div with "sp-ac-container" class.

Karoly

View solution in original post

Logan Poynter · ‎05-04-2022

Hello KarolyG,

Are you seeing anything in your browser console when this occurs? That would be the first place I would check if I were experiencing this behavior.

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
--
LinkedIn

KarolyG · ‎05-05-2022

Hi Logan,

Thank you, I could take a step forward.

Looking at the browser console it turned out that there is a <div class="sp-ac-container"> on the page, holding the VA widget. When the search is used, this DIV gets a style "display: none;".

And then it stays there, so the widget is there but hidden, if I manually delete the style, it works fine again.

Now the next question is how the style can be prevented from being added to the DIV or how it can be removed each time the user loads the Home page (supposing the VA widget is not needed on the search result page).

Thanks for any hint.

Karoly

Logan Poynter · ‎05-05-2022

Hello,

Are you using the legacy widget in your portal or Agent Chat? I'm not able to replicate what you're experiencing of a style being applied when a search is performed, so it will be something specific to your portal and/or chat setup where this styling is being applied inadvertently.

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
--
LinkedIn

KarolyG · ‎05-06-2022

Hello Logan,

It is the Agent Chat. But only the Employee Center works this way, the widget does not disappear on the Service Portal.

Karoly