Intermittent Zoom Chat Delivery Delays When Embedded on My Website (lescobil.pk)!

[RasheedAhmad06]

Hi everyone,
I’m experiencing a very unusual and rare issue involving Zoom Chat when it’s embedded as part of our customer support workflow on my energy utility information website lescobil.pk (we help users check and retrieve electric bill records).

Issue Overview

We use Zoom Chat for live assistance during peak traffic hours. Over the last 2 weeks, we’ve occasionally noticed that messages sent by either the visitor or our agent are delayed by 3–7 minutes before appearing on the other side. This only happens mid-conversation, not at the start.

Rare Conditions Observed

This delay:

• does not occur consistently

• happens only when 3+ users are chatting simultaneously

• triggers more frequently when users upload screenshots of their bill

• is not tied to network downtime (we monitored latency)

• does not produce UI errors or “Message Failed” notifications

  Environment Details

  • Zoom Chat Web Client embedded through the official method

  • Host environment: Cloudflare CDN + WordPress

  • Browser variety: Chrome/Edge (latest)

  • Hosting: VPS with 4GB RAM

  • No custom JS modifications to the chat widget

    Troubleshooting Done So Far

    We’ve already:

    ✅ Disabled all caching on chat pages
    ✅ Whitelisted Zoom endpoints on our firewall
    ✅ Verified SSL handshake with Cloudflare
    ✅ Tested without plugins (same behavior)
    ✅ Monitored browser console (no warnings logged)

    Log Observations

    The only suspicious pattern we see:

     

    [Zoom Chat WebSocket] ping/pong latency spiked: ping: 7800ms pong: 8200ms

    …but only on affected sessions.

    Frequency

    Roughly 1 out of every 70–100 sessions.

    Impact

    When users try to retrieve past LESCO bills through our support team, the message delay makes the service feel broken or unresponsive.

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    My Questions:

    1. Is this a known behavior related to WebSocket congestion?

    2. Are there recommended Zoom-side load thresholds per concurrent chat session?

    3. Is there a way for us to force a retry mechanism or client-side reconnection on delay spikes?

    4. Should we consider routing the chat iframe outside Cloudflare proxy rules?

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       I’d really appreciate guidance or official documentation suggestions. This issue is extremely rare but negatively impacts trust, especially for government-related utility services.

       Thanks in advance!
       — Usman
       lescobil.pk