[Zopim Web SDK] `connected` event sometimes not received

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6 댓글

  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi there rinoc,

    Thanks for posting your question. There are other connection events that you would want to handle in your code, like 'connecting' or 'closed': https://api.zopim.com/web-sdk/#39-connection_update-39-event

    There is no guarantee on speed of connection, since there are lots of variables, but it shouldn't take 10 seconds for most cases. 

    The only time that happens is when the account has hit the visitor registration rate limit of the plan the account is on. If you or your clients are not on Premium/Enterprise plan, they are on a lower visitor registration rate limit and the 10 sec delay is due to the backoff mechanism our server has.

    Hope that clears things up for you, let me know if you have any other questions.

    Cheers,

    Ramin

     

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  • rinoc
    댓글 작업 고유 링크

    Hey Ramin,

    Thanks so much for the prompt response.

    What we're seeing is that, for some chatters, when we call `zChat.init`, we sometimes get the `connecting` event, but the `connected` event arrives much later, sometimes upwards of 10s later. According to the docs, we should be waiting for this event to arrive before we do anything else.

    All of our clients are on Premium and Enterprise accounts.
    Is there any more information about the rate limiting?

    Any other ideas of what could be happening is greatly appreciate. Thank you!

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  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi Rinoc,

    Sounds like they are exceeding the rate limit specified for the Premium/Enterprise plan and you may want to adjust how often/when you call zChat.init in the Ada widget to handle that level of traffic.

    To confirm they are being rate limited, email support@zendesk.com with their Zendesk subdomain and account key and the advocates can check to see if that is the case. 

    Thanks,

    Ramin

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  • Stella Kim
    댓글 작업 고유 링크

    Hi Ramin,

    Would you happen to know the maximum number of calls and the time window for the rate limit to be triggered in general? Are there variations based on account tiers?

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  • rinoc
    댓글 작업 고유 링크

    It seems like rate limiting might not be issue.

    Based on the debug logs from the SDK, it looks like it repeatedly attempts to connect, the socket closes, fires an error and continues to try to connect.

    Here is what that looks like:

     

    Would you happen to have any idea what might be going on here? 

    Thanks a lot!

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  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Stella Kim rinoc I will reach out via a ticket and we can discuss this further. Thanks.

    0

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