Native Live Agent - Connection Issues
|Knowledge Article Number||000138845|
|Description||Customers using Live Agent should whitelist all of the traffic to Salesforce and Live Agent Servers.
If possible, you should have this traffic bypass any proxy server as well. Proxies notoriously interfere with the real time nature of Live Agent communication.
|Resolution||If you are experiencing unexplained disconnects while using Live Agent, it may be that your network devices (routers, gateways, firewalls or IPS appliances) are misidentifying the Live Agent network traffic as "malicious." If this happens, traffic and packets may be blocked, causing disconnects.
Have your IT or network administrators review your network devices and configurations.
If your firewall or proxy filter supports white-listing of host names, use a wildcard host name entry for the following pattern:
Once the traffic has been excluded/whitelisted, Live Agent should begin to operate normally.