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Slowdown of the chat panel

Émilie
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UPDATE 31/08/2020 

Our technical team has delivered several optimizations in the last few days and we are seeing improvement since then. Here are the details of what has been deployed :

- Upgrade of the technology transmitting data from the visitors to the conversation panel.
- Optimization of the mirroring rendering engine.
- Improved management of the mirroring loading when the visitors have multiple tabs.
- Implementation of a limit on the refresh rate.


Coming soon :
- Improved management from the end of a mirroring session to the end of a conversation.
- Improved management of the mirroring loading on the visitor's side.

- - - -- - - -- - - -- - - - - -- - - -- - - -- - - - - -- - - -- - - -- -

We have identified a performance issue (CPU over-consumption) when processing conversations from the Desktop chat panel. Our technical team has identified the mirroring functionality as the cause of these problems.

This can result in browser slowness or blockages when the visitor navigates from one page to another on the website. 

Not all users are impacted in the same way. This depends in particular on the complexity of the structure of the web page to be replicated within the conversation panel. 

We also noticed that the mirroring could sometimes no longer be displayed in the background of the conversation panel. 

If you notice these symptoms (slowness or blockages) we invite you to follow these recommendations :
 

1. Deactivate the mirroring

As an expert, you will find a button accessible from the conversation panel header that will allow you to disable the feature :

 
lenteur01EN.png
 
If necessary, you can reactivate the feature while you are viewing what you need and then deactivate it again by clicking this button again.
 


2. Display only one conversation at a time

The conversation panel allows you to display 1, 2 or 4 conversations simultaneously. We have identified that displaying several conversations at the same time increases the risk of slowness or blocking. Therefore, we recommend that you only display one conversation at a time.

 
lenteur02EN.png


3. Open the visitor's current page

This feature allows you to open the page on which a visitor is at a given time in a new tab.

Capture_d_e_cran_2020-08-28_a__09.54.48.png

3. Use the mobile app

The problem does not occur on mobile. Therefore, it offers a good alternative to the Desktop chat panel.

What are the next steps  ?

Actions have been made in recent days and we note an improvement. However, the work is not finished. Our technical team is currently analyzing the problem to identify the process that increases CPU consumption.

At the same time, we have identified a series of actions to be carried out to reduce the consumption of resources necessary for the proper functioning of mirroring. For example, modifying the compression system, reducing the refresh rate, updating libraries... 

We hope to be able to solve these slow problems in the coming days. We will update this article as soon as we have new information to share with you on our progress.

Our support team is at your disposal to answer your questions. Do not hesitate to contact them from a support ticket if needed.
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