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Connection Issues with Chat (Formerly Live Agent)

Publiceringsdatum: Oct 13, 2022
Beskrivning
Customers using Chat should allowlist all of the traffic to Salesforce and Chat Servers.

If possible, have this traffic bypass any proxy server as well. Proxies notoriously interfere with the real time nature of Chat communication.
Lösning

When experiencing unexplained disconnects while using Chat, it may be that the network devices (routers, gateways, firewalls or IPS appliances) are misidentifying the Chat 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.
    Traffic from Salesforce and the Chat servers can be identified by IP address. It is HIGHLY RECOMMENDED that you allowlist/exclude these IP address blocks:

    If your firewall or proxy filter supports allow-listing of host names, use a wildcard host name entry for the following pattern:
    • *.salesforceliveagent.com
    • If possible, have all the Chat traffic bypass the proxy server
      IMPORTANT: All communication occurs over port 80 and port 443.
      Once the traffic has been excluded/allowlisted, Chat should begin to operate normally.

      Should you require further assistance from Salesforce Support, see Details to provide Support for Chat issues for information that Support needs to investigate Chat issues.
      Knowledge-artikelnummer

      000385882

       
      Laddar
      Salesforce Help | Article