Symptom / Need

The client reports that the widget does not load on their website, so it is not possible to view or interact with it on screen.

Context / Scenarios

This issue directly affects the client's website where the widget code has been integrated. The problem may be related to an omnichannel service outage, errors in code insertion, or server infrastructure updates.

Answer / Solution

Minimum information required

To properly document the ticket, manage the case, or escalate it (if necessary), it is essential to collect the following data:

• Name of the operation.
• Operation server.
• Customer website where the new loading feature is presented.

Initial Validations and Troubleshooting

To identify the cause and resolve the widget display failure, the service desk analyst performs the following technical troubleshooting procedure:

Step 1 (Service Status): Verify that the Web Chat service is fully active within the operation in the omnichannel section, that the widget is properly created and that it has not been deleted.

Step 2 (Code Review): Go to the webpage provided by the client and open the browser console to review and confirm that the widget's " code " is correctly embedded on the site.

Step 3 (Cross-Operation Testing): Perform functionality tests of the widget in another operation located on the same server to rule out a generalized node failure.

Step 4 (Controlled Environment Testing): Generate functional tests of the widget in a controlled environment using the Cubic Factory web application or by pasting the code directly into a notepad.

Step 5 (Server Analysis): Check if any updates have been performed on the server assigned to the operation.

Step 6 (Wolkvox Verification): Validate the behavior of other widgets that are configured on Wolkvox servers.

Escalation

If, after meticulously executing each step of the troubleshooting protocol, the widget still does not appear on the client's website, the analyst proceeds to document the case with the minimum required information and evidence of the validations and tests performed, in order to escalate the ticket to Level 3 (Digital Team).