LiveChat Visitor SDK | Not working after upgrade of account from v2 to v3

I have been using the LiveChat Vistor SDK (@livechat/livechat-visitor-sdk) successfully for some time to create a custom chat widget that allows visitors to communicates with available LiveChat agents.

I have been exploring the idea of creating a custom agent assist app and found that I couldn’t access most of the scopes referenced in the documentation. I requested an upgrade to my account and all is good I have access to v3 APIs now.

Problem is that my existing custom chat widget no longer seems to be able to show its presence to agents and I can’t seem to initiate a chat or receive any of the main events I need.

I do seem to get callbacks initially for “status_changed” and " connection_status_changed" that are “online” and “connected” respectively

The developer console has some interesting new logs which I can’t trace back to the cause.

sendPing has been cancelled
safeRunner has been cancelled
watchSetVisitorActions has been canelled
_callee$2 has been cancelled
safeRunner has been cancelled

Previously the livechat visitor sdk used to ping the server on a regular interval. That doesn’t seem to be the case anymore.

Has anyone else experienced this?

Hello @jolzee!

Krzysztof from LiveChat’s Technical Support here. First of all, thank you for reaching out to us via LiveChat’s Community! The issue that you have reported is caused by the fact that VisitorSDK is no longer supported in case of our API v.3 -> this is caused due to the differences in communication protocol (we have switched to WebSocket connectivity in case of API v.3, whereas v.2 relies upon polling-type of communication). For licenses using APi v.3, our developers prepared a new CustomerSDK that you can use to build your own chat implementation.

We usually do not switch our customers to new API versions until we are sure that VisitorSDK implementation is adjusted properly. To resolve this issue immediately, we can roll back your license to the previous version of LiveChat’s APIs, so that you will be able to adjust your current implementation to CustomerSDK (you can read more about it and see how it works by clicking here). If that is something that you’d be interested in or in case of any questions regarding the CustomerSDK implementation, please don’t hesitate to ask! We will do our best to clear all o your doubts.

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Thanks for the quick reply Krzysztof. That helped steer me in the right direction.

I’ve spent the day updating everything such that it’s now using the CustomerSDK. It’s all working again so there’s no need to roll back the account. Thanks again

You’re more than welcome! I’m glad that I was able to help. :slightly_smiling_face: