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LivePerson LP2 integration - how to test that integration is working

What we need for the testings is:

Preparations: 

1. Make sure we have the correct account, engagement Id and the id of the element, in which the lp buttons should be injected.

2. Add a generic rule to make sure that the chat will work for any article.

3. The lp tag code should not be injected by Nanorep unless decided otherwise. The integration should work regardless of whether the lptag code exists in the page. However, if needed, you can manually add the lptag to the page on which you are testing, such as the support center page. You do need to get the lptag code either from the lp console - if you have the credentials to the account that is being tested, or to ask the customer for this code.

4. Read the following article to get all information from LP

Now that we are all set, run your test page and ask a question that should display the chat icon in that action bar of the article.

If the chat is not there - you now need to check if its because the integration is not working, or if this is because the chat is not available.

Step 1

Start your checking by open the Inspect window (Cntr+Shift+i)

Go to console and type lpTag.

Check that the site number is the account Id that is set in the console role.

 

Step 2

Continue to check the availability of the chat:

clicklpTag.taglets.rendererStub.getEngagementState(<engagement ID that is set in the policy rule>)

Please check the state and see:

If state is 0 - this means the integration is not correct - and something is wrong, please view troubleshooting area. If all troubleshooting are OK then this is a problem with LP.

if State is 1 - that means that the integration is OK - and that there is no available agent at this time. 

If State is 2 - and you don't see the button - then this is a css issue - something is hiding the button.

Other causes for the integration not to work:

Also check that there is only one lp2 chat rule is active for specific article, since we cannot support two different chats active in the same time

It takes up to 5 minutes from the moment an agent had started to operate in the LP console, until the time when we get a sign that the chat is available.