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Why do Chat sessions fail to launch when CP_CONTACT_LOGIN_REQUIRED is enabled?
Environment:
ChatB2C Service Chat
Issue:
Chat sessions fail to launch when the site configuration setting CP_CONTACT_LOGIN_REQUIRED is enabled.
The error presented depends on how the chat session is initiated:
The browser Network tab shows the authenticateChat request returning 400 Bad Request, and the user sees:
There was a problem with the request and the action could not be completed.
There was a problem connecting to the Chat Server.
Sorry, the assistant is unavailable right now. If the issue persists, contact your help desk.
The establishSessions request returns an HTTP 500 Internal Server Error, for example:
"type": "https:/VHOST/services/rest/crossChannelServices/exceptions/OSC-CREST-00008","title": "An internal error has occurred","status": 500,"detail": "An internal error has occurred during the processing of the request. This is not an anticipated error so the information provided may not be immediately helpful. If this error persists please contact Customer Care providing them with the details of the error message provided.","instance": "https://VHOST/services/rest/crossChannelServices/latest/establishSessions","o:errorCode": "OSC-CREST-00008"
Resolution:
This behavior occurs when the CP_CONTACT_LOGIN_REQUIRED configuration setting is enabled (Yes). This is expected behavior.
When this setting is enabled:
To allow Chat sessions to launch successfully, set CP_CONTACT_LOGIN_REQUIRED to No (0).
If authentication is required for other Customer Portal pages, do not use the site-wide CP_CONTACT_LOGIN_REQUIRED setting. Instead, require authentication only for the specific pages by setting: login_required = true on those Customer Portal pages.