The Agent Workspace Widget Software Development Kit (SDK) is a lightweight, client-side package for communicating with the Conversational Cloud Agent Workspace.
Agent Widgets are web pages shown within an iFrame to the agents. This means that the content is contained within a “box” which is separate from the rest of Conversational Cloud (CC).
The iFrame can’t communicate normally with the rest of the User Interface (UI). Instead, the web page must implement the Agent Widget SDK to integrate with CC. The SDK is a lightweight client-side package which allows custom widgets to use LivePerson data, allows external applications to communicate with LivePerson and allows for the population of conversations and chats with messages, directly from the widget.
LivePerson Agent Workspaces offer customization options through Agent Widgets. These widgets are essentially web pages displayed within a designated area of the Agent Workspace interface. They provide agents with additional functionality or data visualizations to enhance their interactions with customers.
Troubleshooting Common Issues:
If you encounter problems with your Agent Widget, here are some potential causes and solutions:
Widget Not Loading:
- Possible Causes:
- Firewall blocking the widget's domain.
- Firewall blocking the domain hosting the SDK (lpcdn.lpsnmedia.net).
- Needing to log in to an external environment.
- Errors within the widget's code.
- Solutions:
- Allow access to the widget's domain in your firewall.
- Allow access to lpcdn.lpsnmedia.net.
- If needed, log in to the external environment and provide a fallback login page link.
- Check your browser's console or error logs for specific error messages and take corrective action.
Widget Not Receiving Data:
- Possible Causes:
- Missing initialization call (
lpTag.agentSDK.init({})) in the widget code. - Required data simply doesn't exist.
- Using the "get" method instead of "bind" (which may retrieve data before it's available).
- Errors within the widget's code.
- Solutions:
- Ensure the initialization call is included at the beginning of your widget code.
- If data isn't displayed in a visit info widget, it might not exist at all.
- We recommend using the "bind" method to guarantee data availability.
- Check your browser's console or error logs for specific error messages and take corrective action.
Understanding Error Messages:
LivePerson's error messages are intended to be clear and informative. Here are some common examples:
- Error initializing communication/Error creating instance of courier: This indicates the widget cannot communicate with CC, often due to network issues.
- Error calling "get/bind/unbind/command" on the following key: This points to a technical problem when trying to access data using the SDK. Network connectivity issues are a possible culprit.
- No key/cmdName provided when calling "get/bind/unbind/command": This means your custom widget code called an SDK function without providing the necessary data identifier.