Agents FAQ

The mobile keyboard closes instantly (i.e. looses focus) when selecting a chat form input

This issue happens mostly on mobile devices in Samsung Internet Browser, but also can occur in other Android browsers and on iOS devices.

The issue is caused by consent managers that are rendered behind the chat in the background of the webpage. Especially in case of Usercentrics consent manager, the issue is that Usercentrics in each second checks, whether the user has accepted the cookies, and if not accepted switches the focus to the consent manager. Capturing the focus away from the form input causes the keyboard to close.

To fix this issue, in the Publish tab select your consent manager - e.g. Usercentrics and enable Smart Mode. This ensures that the chat is loaded after the consent manager has been closed.

Images are not displayed in the chat or in the launcher

This issue happens mostly when there is a consent manager active (especially consentmanager.net) that blocks all images. Technically the consent manager blocks the loading of images by rewriting the src attribute of the image tag to e.g. data-cmp-src. The issue can be fixed by allowing images to load from *.loyjoy.com in your consent manager settings.