Genesys Cloud - Main

Dear Community,

When we click the chat icon, we receive the following error message: "We apologize, but something unexpected happened. Please try again later." This error occurs randomly. I have attached a screenshot below for your reference. Please review it and let me know the solution to resolve this issue.

Advance Thanks for your response.

Thank you,
Haridass

#DigitalChannels

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Haridass Sarangan
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Hello Haridass,

Looking at your screen shot, I see that the error is stating that the websocket is closed. You will want to engage your local IT or Network Team to check that these ports and services are enabled/whitelisted. I have included several articles that have some more information.

https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

https://help.mypurecloud.com/articles/ports-and-services-for-genesys-cloud-clients/

https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/

https://help.mypurecloud.com/articles/genesys-cloud-ports-services/

If you are still experiencing issues after making sure that Genesys traffic is allowed/bypassed, you will need to gather console and network logs and reach out to Customer Care.

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Jason Kleitz
Online Community Manager/Moderator
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