Question

Conversational widget not working properly

  • 31 January 2024
  • 5 replies
  • 83 views

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We have installed the conversational widget. Some times it works, some times it does not. Sometimes you have to wait 30 seconds after a page has loaded before we are able to open the widget.
I can’t imagine this is propper behavior. Does anyone had this problem as well? And how did you solve it?
We are launching the community on February 1st 2024 and wanted to add the widget as well but now we don’t and that’s a shame.


5 replies

Userlevel 5
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Sometimes you have to wait 30 seconds after a page has loaded before we are able to open the widget.

 

That’s been the experience for us for a year+. I assumed it was on our side, but maybe it’s a community thing. 

Sadly, (my POV) the embeddable widgets have not been improved or invested in over the past few years. It seems that Gainsight is prioritizing the similar (and 1000x better) Knowledge Center bot that comes the PX product (but not Community). 

I recommend you escalate to support ASAP and loop in your CSM to figure out how you can get it working as soon as possible.

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Thanks for sharing @DannyPancratz 

@Gainsight CC Team are you familiar with this problem? What can you/we do to solve this?
@Karenottema FYI

Userlevel 2
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We are aware of this issue with the widget and our support team is currently investigating it.
 

I found a bit difficult to reproduce the issue however, so is it possible for you to share a video here and perhaps the error logs on the console? Or you can submit a ticket with the video and more info.

@paulvanhelmond

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@leo-inspired I see a collegue of mine (developer) also created a ticket for Gainsight support about this. Ticket number is 294728

Userlevel 2
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Hey @paulvanhelmond,

The ticket your colleague created is a different issue than the one you’re reporting here

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