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Agent Unable to See Real-Time Messages / Transcription in Conversation Component for Enhanced Messaging Sessions / Voice Calls

Дата публикации: Sep 23, 2024
Описание

Agents may sometimes be unable to see the messages in enhanced conversation component in real-time on enhanced messaging sessions and voice calls until the page is refreshed. Agents may encounter such issues when the Server-Sent Events (SSE) connection is obstructed by their firewall or proxy. This connection is crucial as it facilitates the real-time reception of events from agents' conversations. This article provides an overview of SSE technology, common issues caused by firewalls and proxies, and the necessary verification steps to ensure proper SSE functionality.

Server-Sent Events (SSE) is a technology that allows servers to push real-time updates to web clients over a single, long-lived HTTP connection. This is essential for enhanced messaging and voice calls as it enables real-time reception of events from agents' conversations.

Often times "Block malicious downloads" feature in some softwares (or proxy) prevents the HTML5 feature Server Sent Events (SSE) from working properly. As the SSE works over HTTP using text/event-stream as content-type, it looks like a never-ending download. 

Решение

How to verify if the issue is with SSE connection:

Network Tab

  • Inspect and open the network tab
  • Login to omni
  • In the network tab, search for scrt.com → this should filter and show all the backend calls that are related to voice/enhanced messaging features
  • We need both authenticate call and sse calls to have status=200 meaning the calls were successful
  • If either or both calls are not successful, we have to make sure that they are not blocked by how agent’s workstation is setup
    • We have seen status=pending forever and never becomes 200 in some cases
    • We have also seen Websense proxy blocking the server call. Below screenshot is from an inspection of har file (similar to network tab inspection)

HAR Log

How to Resolve:

 

  1. Ask the IT and/or network team to add https://*.salesforce-scrt.com to the list of allowed domains.
  2. Work with IT and/or network team and check if any of the softwares or proxy could block malicious download and turn that feature off and test
  3. Verify that the firewall or proxy is not blocking or inspecting traffic for SSE connections.
  4. Confirm that the browser and device being used support SSE.
  5. Ensure that any security software or browser extensions are not interfering with SSE connections.
Номер статьи базы знаний

002232058

 
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Salesforce Help | Article