ZVA not loading on webpage

[M_Ameen]

I have issue with the virtual agent when accessed through website. Please let me know if anyone can help with the situation. I have attached an Image with the post.

[VanessaVaZoomie]

Hello! 

There are four reasons I could hypothesize for why this is happening. I would need more screenshots of your campaign locations and website set-up to diagnose. But try these suggestions and see if you can get it to load. If you still get the error after trying all four solutions, then submit a support ticket under Product = Zoom Virtual Agent and describe that you have attempted these four solutions but still get the same error and we can look into our backend and determine what error is coming back from your subdomain. 

The four root cause and solutions to try are: 

1. You have the campaign location "contains" and URL, excluding this subdomain, somehow. Or, this subdomain isn't associated with the URL that you used to conclude in the campaign location (or maybe you used a different URL set-up in the campaign location). For example, if platform1.sample.com and platform2.sample.com look like the same domain, but have seperate CMS' for each (say ServiceNow and WordPress), which is very common when two different teams manage parts of a customer journey.  You will need to add "platform1.sample.com" and "platform2.sample.com" in your campaign locations. Then, within each CMS, you need to add the event script to the header of that sub-domain's CMS (ServiceNow and WordPress in this example) so that it all connects and works across the domains and website management platforms within the same domain. Or, check how you set up the campaign locations, because maybe you have a complex configuration and it's accidently excluding the subdomain. 

2. You may have an old security setting still enabled called "Allow Domain Filtering." It was a setting we had two years ago when subdomains and main domains were less commonly sharing the same bot. Submit a support ticket and ask for the feature "allow domain filtering" to be disabled in Zoom Virtual Agent and Zoom Contact Center. This will allow subdomains to load the ZVA widget when your campaign is "contains" = the root URL. Be cautioned though... this will also allow the bot to be persistent across domains and subdomains unless you specfically exclude a URL.

3. Your firewalls and CSP settings for the sub-domain may be blocking Zoom from loading and communicating with our script on your page. To fix this, add these end-points into your "allowed" section on the Content Security Policy: 

add *.zoom.us to script-src (load js from *.zoom.us)

add *.zoom.us to child-src (to load iframe from *.zoom.us)

add wss://*.zoom.us https://*.zoom.us (to connect-src to make http request)

4. Lastly, but unlikely, if you have an entry ID on the ZCC flow that launches ZVA, that will sometimes cause this error. Remove the entry ID, publish, and it should work now. 

If these four solutions don't resolve the issue, submit a support ticket under "product = Zoom virtual agent" and our amazing ZVA support team will investigate the API payloads with you and give a prescriptive issue for your particular set-up.