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CAPTCHA abuse detection prevents Chat Inlays from showing
Answer ID 12014   |   Last Review Date 11/12/2021

Why is my chat inlay not showing?

Environment:
Oracle B2C Service Chat
 
Issue:
Error received in Developer Tools :
 
Developer Tools screenshot pointing to error getConfigs: request failed. This could be from one of the following issues: 2) The API failed due to possible abuse detection.
 
Resolution:
 
If your chat inlay is suddenly not showing on your pages, but worked previously or in a test environment, then this issue may be due to abuse detection thresholds. If you see the above error in DevTools (click F12 on your keyboard and view Console tab, then refresh the webpage that has the chat inlay code) and your configuration setting OIT_CORS_ALLOWLIST is configured appropriately, then most likely the abuse detection system has been triggered.  
 
CAPTCHA cannot be completely disabled, however, the threshold can be set very high so the chat inlay icon will show.  Contact the Oracle B2C Service team at Ask Technical Support and provide 1) the webpage URL where your chat inlay code is used but not loading and 2) uncropped screenshots showing the webpage and this DevTools error.  We will review the issue and work with internal Oracle teams to raise the threshold for your site if appropriate.
 
Cause:
 
If CAPTCHA is the reason for this behavior, then chat inlay icons will not appear (they do not show the CAPTCHA dialog described in Answer ID 4056: Web Form security, instead the chat inlay fails to show). 
 
 
 
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