[FIX] Livechat triggers not firing

[renatobecker-zz]

CLOSES #15842

The Livechat.getNextAgent method returns a promise, but there was a promise handler missing when calling this method inside the livechat/agent.next endpoint, then the expected value wasn't being returned.

[sampaiodiego]

there is another place calling it without waiting for the promise to resolve:

Rocket.Chat/app/livechat/server/methods/getNextAgent.js

Line 24 in c53d6fe

const agent = Livechat.getNextAgent(department);

[renatobecker-zz]

there is another place calling it without waiting for the promise to resolve:

Rocket.Chat/app/livechat/server/methods/getNextAgent.js

Line 24 in c53d6fe

const agent = Livechat.getNextAgent(department);

@sampaiodiego, I just pushed the requested change. I didn't implement it before because we're not using/calling that method(Meteor) anymore, but yeah, there is a chance that someone is using it externally, so I just fixed it.

Thanks.

[franckadil]

Thanks guys for fixing this annoying bug ! 👍

[CH1PSET1]

Hello, after updating to 2.3.1, triggers still do not work. The trigger turns on and the live chat disappears. Until 2.3.0 it was normal.

[renatobecker-zz]

Hello, after updating to 2.3.1, triggers still do not work. The trigger turns on and the live chat disappears. Until 2.3.0 it was normal.

Hi @CH1PSET1! Can you please check your browser console? If you get any error there, can you please share it here?

Thanks.

[CH1PSET1]

You can go to the site www.tunc72.ru, the trigger for opening the chat should fire when the site is opened.

[renatobecker-zz]

You can go to the site www.tunc72.ru, the trigger for opening the chat should fire when the site is opened.

Hi @CH1PSET1, I know what it's happening.
This is a bug on the widget, which has its own repo, as you can see here.
The fact is this issue has already been fixed, but we need to release a new version of the widget and then release a new version of the Rocket.Chat, supporting the new Livechat widget version.

I'm going to raise this discussion internally to define the best alternative to get this fix out ASAP.
Thanks.

[renatobecker-zz]

@CH1PSET1, the issue has been fixed.
We released the 2.3.2 version yesterday, which provides the new widget version.

Thanks.

[CH1PSET1]

Hello. Updated to 2.3.2, the situation has not changed ..

[franckadil]

Hi @CH1PSET1 and @renatobecker ,

I have been able to test 2.3.2 on 2 installations and I can confirm the error have been fixed.

Hash	ffb478f
Date Thu Dec 12 18:15:05 2019 -0300
Branch HEAD
Tag 2.3.2
Author Diego Sampaio
Subject Merge pull request #15967 from RocketChat/release-2.3.2

I have checked your website, and I don't see the Triggers error in your logs, the console displays an other set of errors related to c.map not finding a correct Google Map API key https://chat.cnp72.ru/livechat/components.chunk.8b9f8.js.

I would suggest the following steps:

• Make sure to disable Google Status Map and Check again.
• Make sure that you are using the right Google API Key. Documentation Status Map

Regards

[CH1PSET1]

In fact, I also do not understand what is happening. Earlier, before switching to version 2.3.0 when entering the site, a trigger worked and a live chat opened. Now, I'm on version 2.3.2, when I enter the site, the trigger seems to work, but the chat becomes transparent and does not appear (as in the screenshot above). Because of what this situation is, I do not know and cannot find a solution. If you do not use triggers, then the chat is working fine. I don’t quite understand how to disable the Google Status Map, can you tell me? Thanks.

[franckadil]

Hi,

Sure, first thing first head to the Administration:

1- Search for Maps

2 - Then click on Message:

3- Click on Google Maps

4- Last step, deactivate Google Maps:

Please let us know if that solves your problem.

Otherwise, can you provide more information about your Setup ?

• Installation type, Docker, Snap or Manual ?
• Do you use Cloudflare or any other Cache proxy ?
• Do you use a CDN ?

Kind regards,

[CH1PSET1]

My Google maps were already turned off, so the situation has not changed ..

For questions:

1. Installation Type - Manual
2. No
3. None.

[franckadil]

Hi @CH1PSET1 ,

I have checked your livechat and I don't see the errors anymore. So I guess that it's because you have deactivated the triggers.

I have also run some tests on the components.chunk and the file is free from any error.

So let's proceed differently this time:

But before :) have you followed all the steps highlighted here for the Manual update ? https://rocket.chat/docs/installation/updating/

1. What type of trigger do you use ? (can you provide a screenshot ?).
2. Can you recreate the trigger (delete and create a new one).
3. Make sure in the Admin > Message area that Google API is disabled too.
4. Please can you purge your Nginx Cache or any cache on the server
   

All you JS files assets are cached 304.

Regards,

[CH1PSET1]

1.1. Previously, the trigger worked, as soon as the user navigated to the site www.tunc72.ru, a live chat opened and asked how it could be helped, then the user answered in a chat and accepted the question the first free operator.

I’ll clarify, another trigger is on the site www.centrnp72.ru, where it fires after 20 seconds of conducting on the site. You can see that the first 20 seconds the live chat works, and then, as the trigger works, it disappears.

2. Yes, I already performed this operation.

3. Also not activated

4. It did

[CH1PSET1]

This is how a live chat and trigger behaves after 20 seconds of waiting.

[renatobecker-zz]

Guys, the error is on the widget, so it would be better to create a new issue on the correct Livechat Widget repo.
Anyway, the map is not a function error doesn't have any relation with the Google Map feature, it's the Array map function, which is being called from a null or empty value.
Here is the part of the code related to this error.

So, the reason for this error is pretty simple, your trigger uses a Custom agent to send the message, but you didn't provide any custom name, due to that the Livechat widget is broken.
To fix this you just need to provide a Custom agent name, as displayed below:

As I just explained, this is a bug on the Livechat widget, so please, open a new issue on the right repository describing your case, then we'll be able to check and fix it.

Thanks.

[franckadil]

@renatobecker You saved the day sir ! Thanks 👍