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'There is a connection issue' error when a chat is initiated via Embedded Service (formerly Snap-ins)

Udgivelsesdato: Jun 3, 2026
Beskrivelse
When visitor tries to initiate a chat using Embedded Service with chat or omni-channel, they receive an error "There is a connection issue”, even if agents are online.
Løsning

This error typically occurs due to one of four configuration issues in Salesforce Setup. Review each scenario below to identify and resolve the root cause.

1. Ensure the website with Embedded Service is added on CORS list in Salesforce Setup.
2. Verify none of the fields available in the Chat Transcript are marked as required.
3. Confirm that the prechat form fields do not have identical labels to other fields, since labels are mapped for prechat instead of the field API name. 
4. Check that the chat button does not have a prechat form value set within the button settings. Prechat forms for Embedded Service are only supported within the Embedded Service deployment. 
 
Vidensartikelnummer

000384033

 
Indlæser
Salesforce Help | Article