@microsoft/omnichannel-chat-widget 1.5.1-main.132e1c6 → 1.5.1-main.8614a75

package/lib/cjs/controller/componentController.js

@@ -3,7 +3,7 @@
 Object.defineProperty(exports, "__esModule", {
   value: true
 });
-exports.shouldShowWebChatContainer = exports.shouldShowReconnectChatPane = exports.shouldShowProactiveChatPane = exports.shouldShowPreChatSurveyPane = exports.shouldShowPostChatSurveyPane = exports.shouldShowPostChatLoadingPane = exports.shouldShowOutOfOfficeHoursPane = exports.shouldShowLoadingPane = exports.shouldShowHeader = exports.shouldShowFooter = exports.shouldShowEmailTranscriptPane = exports.shouldShowConfirmationPane = exports.shouldShowChatButton = exports.shouldShowCallingContainer = void 0;
+exports.shouldShowWebChatContainer = exports.shouldShowStartChatErrorPane = exports.shouldShowReconnectChatPane = exports.shouldShowProactiveChatPane = exports.shouldShowPreChatSurveyPane = exports.shouldShowPostChatSurveyPane = exports.shouldShowPostChatLoadingPane = exports.shouldShowOutOfOfficeHoursPane = exports.shouldShowLoadingPane = exports.shouldShowHeader = exports.shouldShowFooter = exports.shouldShowEmailTranscriptPane = exports.shouldShowConfirmationPane = exports.shouldShowChatButton = exports.shouldShowCallingContainer = void 0;
 var _ConversationState = require("../contexts/common/ConversationState");
 const shouldShowChatButton = state => {
   var _state$appStates;
@@ -34,6 +34,10 @@ const shouldShowLoadingPane = state => {
   return !state.appStates.isMinimized && state.appStates.conversationState === _ConversationState.ConversationState.Loading;
 };
 exports.shouldShowLoadingPane = shouldShowLoadingPane;
+const shouldShowStartChatErrorPane = state => {
+  return !state.appStates.isMinimized && state.appStates.conversationState === _ConversationState.ConversationState.Error;
+};
+exports.shouldShowStartChatErrorPane = shouldShowStartChatErrorPane;
 const shouldShowReconnectChatPane = state => {
   return !state.appStates.isMinimized && state.appStates.conversationState === _ConversationState.ConversationState.ReconnectChat;
 };

package/lib/esm/common/Constants.js

@@ -174,11 +174,6 @@ export let ElementType;
 (function (ElementType) {
   ElementType["CallingContainerSDK"] = "CallingContainerSDK";
 })(ElementType || (ElementType = {}));
-export let ChatSDKError;
-(function (ChatSDKError) {
-  ChatSDKError["WidgetUseOutsideOperatingHour"] = "WidgetUseOutsideOperatingHour";
-  ChatSDKError["AuthContactIdNotFoundFailure"] = "AuthContactIdNotFoundFailure";
-})(ChatSDKError || (ChatSDKError = {}));
 export let EnvironmentVersion;
 (function (EnvironmentVersion) {
   EnvironmentVersion["prod"] = "prod";
@@ -252,6 +247,10 @@ _defineProperty(NotificationPaneConstants, "IconText", "Notification Icon");
 _defineProperty(NotificationPaneConstants, "ChatDisconnectTitleText", "Chat disconnected");
 _defineProperty(NotificationPaneConstants, "ChatDisconnectSubtitleText", "For additional assistance, please close the chat and try again.");
 _defineProperty(NotificationPaneConstants, "ChromeCloseIconName", "ChromeClose");
+export class StartChatErrorPaneConstants {}
+_defineProperty(StartChatErrorPaneConstants, "DefaultStartChatErrorPaneId", "oc-lcw-start-chat-error-pane");
+_defineProperty(StartChatErrorPaneConstants, "DefaultStartChatErrorTitleText", "We are unable to load chat at this time.");
+_defineProperty(StartChatErrorPaneConstants, "DefaultStartChatErrorSubtitleText", "Please try again later.");
 export class AriaTelemetryConstants {}
 // Aria Endpoint for different environment types.
 _defineProperty(AriaTelemetryConstants, "GERMANY_ENDPOINT", "https://de.pipe.aria.microsoft.com/Collector/3.0/");
@@ -265,4 +264,10 @@ _defineProperty(AriaTelemetryConstants, "MOONCAKE_ENDPOINT", "");
 _defineProperty(AriaTelemetryConstants, "Public", "Public");
 _defineProperty(AriaTelemetryConstants, "EU", "Europe");
 // EUR: crm4; FRA: crm12; GER: crm16; CHE: crm17; NOR: crm19
-_defineProperty(AriaTelemetryConstants, "lcwEUDomainNames", ["crm4.omnichannelengagementhub.com", "crm12.omnichannelengagementhub.com", "crm16.omnichannelengagementhub.com", "crm17.omnichannelengagementhub.com", "crm19.omnichannelengagementhub.com"]);
+_defineProperty(AriaTelemetryConstants, "lcwEUDomainNames", ["crm4.omnichannelengagementhub.com", "crm12.omnichannelengagementhub.com", "crm16.omnichannelengagementhub.com", "crm17.omnichannelengagementhub.com", "crm19.omnichannelengagementhub.com"]);
+export class WidgetLoadTelemetryMessage {}
+_defineProperty(WidgetLoadTelemetryMessage, "OOOHMessage", "Widget is OOOH");
+_defineProperty(WidgetLoadTelemetryMessage, "PersistedStateRetrievedMessage", "Persisted state retrieved");
+export class WidgetLoadCustomErrorString {}
+_defineProperty(WidgetLoadCustomErrorString, "AuthenticationFailedErrorString", "Authentication was not successful");
+_defineProperty(WidgetLoadCustomErrorString, "NetworkErrorString", "Network Error");

package/lib/esm/common/telemetry/TelemetryConstants.js

@@ -127,10 +127,10 @@ export let TelemetryEvent;
   TelemetryEvent["ErrorUIPaneLoaded"] = "ErrorUIPaneLoaded";
   TelemetryEvent["DownloadTranscriptFailed"] = "DownloadTranscriptFailed";
   TelemetryEvent["StartChatFailed"] = "StartChatFailed";
-  TelemetryEvent["IC3ThreadUpdateEventReceived"] = "IC3ThreadUpdateEventReceived";
   TelemetryEvent["ConfirmationCancelButtonClicked"] = "ConfirmationCancelButtonClicked";
   TelemetryEvent["ConfirmationConfirmButtonClicked"] = "ConfirmationConfirmButtonClicked";
   TelemetryEvent["LoadingPaneLoaded"] = "LoadingPaneLoaded";
+  TelemetryEvent["StartChatErrorPaneLoaded"] = "StartChatErrorPaneLoaded";
   TelemetryEvent["EmailTranscriptLoaded"] = "EmailTranscriptLoaded";
   TelemetryEvent["OutOfOfficePaneLoaded"] = "OutOfOfficePaneLoaded";
   TelemetryEvent["ConfirmationPaneLoaded"] = "ConfirmationPaneLoaded";
@@ -244,7 +244,6 @@ export class TelemetryConstants {
       case TelemetryEvent.EmailTranscriptSent:
       case TelemetryEvent.EmailTranscriptFailed:
       case TelemetryEvent.DownloadTranscriptFailed:
-      case TelemetryEvent.IC3ThreadUpdateEventReceived:
       case TelemetryEvent.ConfirmationCancelButtonClicked:
       case TelemetryEvent.ConfirmationConfirmButtonClicked:
       case TelemetryEvent.PreChatSurveyStartChatMethodFailed:

package/lib/esm/common/utils.js

@@ -1,11 +1,12 @@
 var _this = this;
-import { AriaTelemetryConstants, ChatSDKError, Constants, HtmlAttributeNames, LocaleConstants } from "./Constants";
+import { AriaTelemetryConstants, Constants, HtmlAttributeNames, LocaleConstants } from "./Constants";
 import { BroadcastEvent, LogLevel, TelemetryEvent } from "./telemetry/TelemetryConstants";
 import { BroadcastService } from "@microsoft/omnichannel-chat-components";
 import { DataStoreManager } from "./contextDataStore/DataStoreManager";
 import { KeyCodes } from "./KeyCodes";
 import { Md5 } from "md5-typescript";
 import { TelemetryHelper } from "./telemetry/TelemetryHelper";
+import { ChatSDKErrorName } from "@microsoft/omnichannel-chat-sdk";
 const getElementBySelector = selector => {
   let element;
   if (typeof selector === "string") {
@@ -373,7 +374,7 @@ export const getConversationDetailsCall = async chatSDK => {
 
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 export const checkContactIdError = e => {
-  if ((e === null || e === void 0 ? void 0 : e.message) === ChatSDKError.AuthContactIdNotFoundFailure) {
+  if ((e === null || e === void 0 ? void 0 : e.message) === ChatSDKErrorName.AuthContactIdNotFoundFailure) {
     const contactIdNotFoundErrorEvent = {
       eventName: BroadcastEvent.ContactIdNotFound,
       payload: {

package/lib/esm/components/livechatwidget/common/chatDisconnectHelper.js

@@ -5,23 +5,38 @@ import { LogLevel, TelemetryEvent } from "../../../common/telemetry/TelemetryCon
 import { TelemetryHelper } from "../../../common/telemetry/TelemetryHelper";
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 const handleChatDisconnect = (props, state, setWebChatStyles) => {
-  var _state$appStates;
-  if (state !== null && state !== void 0 && (_state$appStates = state.appStates) !== null && _state$appStates !== void 0 && _state$appStates.chatDisconnectEventReceived) {
-    var _state$domainStates, _state$domainStates$m, _props$webChatContain, _props$webChatContain2;
-    const chatDisconnectMessage = (state === null || state === void 0 ? void 0 : (_state$domainStates = state.domainStates) === null || _state$domainStates === void 0 ? void 0 : (_state$domainStates$m = _state$domainStates.middlewareLocalizedTexts) === null || _state$domainStates$m === void 0 ? void 0 : _state$domainStates$m.MIDDLEWARE_BANNER_CHAT_DISCONNECT) ?? defaultMiddlewareLocalizedTexts.MIDDLEWARE_BANNER_CHAT_DISCONNECT;
-    if ((props === null || props === void 0 ? void 0 : (_props$webChatContain = props.webChatContainerProps) === null || _props$webChatContain === void 0 ? void 0 : (_props$webChatContain2 = _props$webChatContain.renderingMiddlewareProps) === null || _props$webChatContain2 === void 0 ? void 0 : _props$webChatContain2.hideSendboxOnConversationEnd) !== false) {
-      setWebChatStyles(styles => {
-        return {
-          ...styles,
-          hideSendBox: true
-        };
+  var _state$appStates, _state$domainStates, _state$domainStates$m, _props$webChatContain, _props$webChatContain2;
+  const chatDisconnectState = state === null || state === void 0 ? void 0 : (_state$appStates = state.appStates) === null || _state$appStates === void 0 ? void 0 : _state$appStates.chatDisconnectEventReceived;
+  const chatDisconnectMessage = (state === null || state === void 0 ? void 0 : (_state$domainStates = state.domainStates) === null || _state$domainStates === void 0 ? void 0 : (_state$domainStates$m = _state$domainStates.middlewareLocalizedTexts) === null || _state$domainStates$m === void 0 ? void 0 : _state$domainStates$m.MIDDLEWARE_BANNER_CHAT_DISCONNECT) ?? defaultMiddlewareLocalizedTexts.MIDDLEWARE_BANNER_CHAT_DISCONNECT;
+  const hideSendBoxOnConversationEnd = props === null || props === void 0 ? void 0 : (_props$webChatContain = props.webChatContainerProps) === null || _props$webChatContain === void 0 ? void 0 : (_props$webChatContain2 = _props$webChatContain.renderingMiddlewareProps) === null || _props$webChatContain2 === void 0 ? void 0 : _props$webChatContain2.hideSendboxOnConversationEnd;
+  switch (chatDisconnectState) {
+    case true:
+      if (hideSendBoxOnConversationEnd !== false) {
+        setWebChatStyles(styles => {
+          return {
+            ...styles,
+            hideSendBox: true
+          };
+        });
+      }
+      NotificationHandler.notifyWarning(NotificationScenarios.ChatDisconnect, chatDisconnectMessage);
+      TelemetryHelper.logActionEvent(LogLevel.INFO, {
+        Event: TelemetryEvent.ChatDisconnectThreadEventReceived,
+        Description: "Chat disconnected due to timeout, left or removed."
       });
-    }
-    NotificationHandler.notifyWarning(NotificationScenarios.ChatDisconnect, chatDisconnectMessage);
-    TelemetryHelper.logActionEvent(LogLevel.INFO, {
-      Event: TelemetryEvent.ChatDisconnectThreadEventReceived,
-      Description: "Chat disconnected due to timeout, left or removed."
-    });
+      break;
+    case false:
+      if (hideSendBoxOnConversationEnd !== false) {
+        setWebChatStyles(styles => {
+          return {
+            ...styles,
+            hideSendBox: false
+          };
+        });
+      }
+      break;
+    default:
+      break;
   }
 };
 export { handleChatDisconnect };

package/lib/esm/components/livechatwidget/common/endChat.js

@@ -10,6 +10,7 @@ import { TelemetryHelper } from "../../../common/telemetry/TelemetryHelper";
 import { WebChatStoreLoader } from "../../webchatcontainerstateful/webchatcontroller/WebChatStoreLoader";
 import { defaultWebChatContainerStatefulProps } from "../../webchatcontainerstateful/common/defaultProps/defaultWebChatContainerStatefulProps";
 import { TelemetryManager } from "../../../common/telemetry/TelemetryManager";
+import { uuidv4 } from "@microsoft/omnichannel-chat-sdk";
 
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 const prepareEndChat = async (props, chatSDK, state, dispatch, setAdapter, setWebChatStyles, adapter) => {
@@ -145,7 +146,7 @@ const endChat = async (props, chatSDK, state, dispatch, setAdapter, setWebChatSt
     });
   }
 };
-export const callingStateCleanUp = async dispatch => {
+export const callingStateCleanUp = dispatch => {
   dispatch({
     type: LiveChatWidgetActionType.SHOW_CALLING_CONTAINER,
     payload: false
@@ -167,7 +168,7 @@ export const callingStateCleanUp = async dispatch => {
     payload: true
   });
 };
-export const endChatStateCleanUp = async dispatch => {
+export const endChatStateCleanUp = dispatch => {
   // Need to clear these states immediately when chat ended from OC.
   dispatch({
     type: LiveChatWidgetActionType.SET_LIVE_CHAT_CONTEXT,
@@ -182,7 +183,7 @@ export const endChatStateCleanUp = async dispatch => {
     payload: false
   });
 };
-export const closeChatStateCleanUp = async dispatch => {
+export const closeChatStateCleanUp = dispatch => {
   dispatch({
     type: LiveChatWidgetActionType.SET_CHAT_TOKEN,
     payload: undefined
@@ -218,6 +219,16 @@ export const closeChatStateCleanUp = async dispatch => {
   });
 };
 
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+export const chatSDKStateCleanUp = chatSDK => {
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  chatSDK.requestId = uuidv4();
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  chatSDK.chatToken = {};
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  chatSDK.reconnectId = null;
+};
+
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 export const endVoiceVideoCallIfOngoing = async (chatSDK, dispatch) => {
   let callId = "";

package/lib/esm/components/livechatwidget/common/startChat.js

@@ -1,13 +1,11 @@
 import { BroadcastEvent, LogLevel, TelemetryEvent } from "../../../common/telemetry/TelemetryConstants";
-import { ChatSDKError, Constants, LiveWorkItemState } from "../../../common/Constants";
+import { Constants, LiveWorkItemState, WidgetLoadCustomErrorString, WidgetLoadTelemetryMessage } from "../../../common/Constants";
 import { checkContactIdError, createTimer, getConversationDetailsCall, getStateFromCache, getWidgetCacheIdfromProps, isNullOrEmptyString, isUndefinedOrEmpty } from "../../../common/utils";
 import { getAuthClientFunction, handleAuthentication } from "./authHelper";
 import { ActivityStreamHandler } from "./ActivityStreamHandler";
 import { BroadcastService } from "@microsoft/omnichannel-chat-components";
 import { ConversationState } from "../../../contexts/common/ConversationState";
 import { LiveChatWidgetActionType } from "../../../contexts/common/LiveChatWidgetActionType";
-import { NotificationHandler } from "../../webchatcontainerstateful/webchatcontroller/notification/NotificationHandler";
-import { NotificationScenarios } from "../../webchatcontainerstateful/webchatcontroller/enums/NotificationScenarios";
 import { TelemetryHelper } from "../../../common/telemetry/TelemetryHelper";
 import { TelemetryTimers } from "../../../common/telemetry/TelemetryManager";
 import { createAdapter } from "./createAdapter";
@@ -15,6 +13,8 @@ import { createOnNewAdapterActivityHandler } from "../../../plugins/newMessageEv
 import { handleChatReconnect, isPersistentEnabled, isReconnectEnabled } from "./reconnectChatHelper";
 import { setPostChatContextAndLoadSurvey } from "./setPostChatContextAndLoadSurvey";
 import { updateSessionDataForTelemetry } from "./updateSessionDataForTelemetry";
+import { logWidgetLoadComplete, handleStartChatError } from "./startChatErrorHandler";
+import { chatSDKStateCleanUp } from "./endChat";
 
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 let optionalParams = {};
@@ -107,13 +107,21 @@ const setPreChatAndInitiateChat = async (chatSDK, dispatch, setAdapter, isProact
 
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 const initStartChat = async (chatSDK, dispatch, setAdapter, state, props, params, persistedState) => {
-  var _props$controlProps2;
   let isStartChatSuccessful = false;
   const chatConfig = props === null || props === void 0 ? void 0 : props.chatConfig;
   const getAuthToken = props === null || props === void 0 ? void 0 : props.getAuthToken;
-  const hideErrorUIPane = props === null || props === void 0 ? void 0 : (_props$controlProps2 = props.controlProps) === null || _props$controlProps2 === void 0 ? void 0 : _props$controlProps2.hideErrorUIPane;
+  if ((state === null || state === void 0 ? void 0 : state.appStates.conversationState) === ConversationState.Closed) {
+    // Preventive reset to avoid starting chat with previous requestId which could potentially cause problems
+    chatSDKStateCleanUp(chatSDK);
+  }
   try {
-    var _newAdapter$activity$, _TelemetryTimers$Widg2;
+    var _state$appStates, _newAdapter$activity$;
+    // Clear disconnect state on start chat
+    (state === null || state === void 0 ? void 0 : (_state$appStates = state.appStates) === null || _state$appStates === void 0 ? void 0 : _state$appStates.chatDisconnectEventReceived) && dispatch({
+      type: LiveChatWidgetActionType.SET_CHAT_DISCONNECT_EVENT_RECEIVED,
+      payload: false
+    });
+
     //Start widget load timer
     TelemetryTimers.WidgetLoadTimer = createTimer();
     TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
@@ -125,8 +133,7 @@ const initStartChat = async (chatSDK, dispatch, setAdapter, state, props, params
       // set auth token to chat sdk before start chat
       const authSuccess = await handleAuthentication(chatSDK, chatConfig, getAuthToken);
       if (!authSuccess) {
-        // Replacing with error ui
-        throw new Error("Authentication was not successful");
+        throw new Error(WidgetLoadCustomErrorString.AuthenticationFailedErrorString);
       }
     }
 
@@ -189,16 +196,11 @@ const initStartChat = async (chatSDK, dispatch, setAdapter, state, props, params
       });
     }
     if (persistedState) {
-      var _TelemetryTimers$Widg;
       dispatch({
         type: LiveChatWidgetActionType.SET_WIDGET_STATE,
         payload: persistedState
       });
-      TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
-        Event: TelemetryEvent.WidgetLoadComplete,
-        Description: "Widget load complete. Persisted state retrieved",
-        ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg === void 0 ? void 0 : _TelemetryTimers$Widg.milliSecondsElapsed
-      });
+      logWidgetLoadComplete(WidgetLoadTelemetryMessage.PersistedStateRetrievedMessage);
       await setPostChatContextAndLoadSurvey(chatSDK, dispatch, true);
       return;
     }
@@ -209,11 +211,7 @@ const initStartChat = async (chatSDK, dispatch, setAdapter, state, props, params
       type: LiveChatWidgetActionType.SET_LIVE_CHAT_CONTEXT,
       payload: liveChatContext
     });
-    TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
-      Event: TelemetryEvent.WidgetLoadComplete,
-      Description: "Widget load complete",
-      ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg2 = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg2 === void 0 ? void 0 : _TelemetryTimers$Widg2.milliSecondsElapsed
-    });
+    logWidgetLoadComplete();
 
     // Set post chat context in state
     // Commenting this for now as post chat context is fetched during end chat
@@ -222,77 +220,18 @@ const initStartChat = async (chatSDK, dispatch, setAdapter, state, props, params
     // Updating chat session detail for telemetry
     await updateSessionDataForTelemetry(chatSDK, dispatch);
   } catch (ex) {
-    var _TelemetryTimers$Widg4;
-    // eslint-disable-next-line @typescript-eslint/no-explicit-any
-    if (ex.message === ChatSDKError.WidgetUseOutsideOperatingHour) {
-      var _TelemetryTimers$Widg3;
-      dispatch({
-        type: LiveChatWidgetActionType.SET_OUTSIDE_OPERATING_HOURS,
-        payload: true
-      });
-      dispatch({
-        type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
-        payload: ConversationState.OutOfOffice
-      });
-      TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
-        Event: TelemetryEvent.WidgetLoadComplete,
-        Description: "Widget load complete. Widget is OOOH.",
-        ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg3 = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg3 === void 0 ? void 0 : _TelemetryTimers$Widg3.milliSecondsElapsed
-      });
-      return;
-    }
-    TelemetryHelper.logLoadingEvent(LogLevel.ERROR, {
-      Event: TelemetryEvent.WidgetLoadFailed,
-      ExceptionDetails: {
-        Exception: `Widget load Failed: ${ex}`
-      },
-      ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg4 = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg4 === void 0 ? void 0 : _TelemetryTimers$Widg4.milliSecondsElapsed
-    });
-    NotificationHandler.notifyError(NotificationScenarios.Connection, "Start Chat Failed: " + ex);
-    dispatch({
-      type: LiveChatWidgetActionType.SET_START_CHAT_FAILING,
-      payload: true
-    });
-    if (!hideErrorUIPane) {
-      // Set app state to failing start chat if hideErrorUI is not turned on
-      TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
-        Event: TelemetryEvent.ErrorUIPaneLoaded,
-        Description: "Error UI Pane Loaded"
-      });
-    }
-    // Show the loading pane in other cases for failure, this will help for both hideStartChatButton case
-    dispatch({
-      type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
-      payload: ConversationState.Loading
-    });
-
-    // If sessionInit was successful but LCW startchat failed due to some reason e.g adapter didn't load
-    // we need to directly endChat to avoid leaving ghost chats in OC, not disturbing any other UI state 
-    if (isStartChatSuccessful === true) {
-      await forceEndChat(chatSDK);
-    }
+    handleStartChatError(dispatch, chatSDK, props, ex, isStartChatSuccessful);
   } finally {
     optionalParams = {};
     widgetInstanceId = "";
   }
 };
 
-// eslint-disable-next-line @typescript-eslint/no-explicit-any
-const forceEndChat = async chatSDK => {
-  TelemetryHelper.logLoadingEvent(LogLevel.ERROR, {
-    Event: TelemetryEvent.WidgetLoadFailed,
-    ExceptionDetails: {
-      Exception: "SessionInit was successful, but widget load failed."
-    }
-  });
-  chatSDK === null || chatSDK === void 0 ? void 0 : chatSDK.endChat();
-};
-
 // eslint-disable-next-line @typescript-eslint/no-explicit-any
 const canConnectToExistingChat = async (props, chatSDK, state, dispatch, setAdapter) => {
-  var _state$appStates, _persistedState$domai6, _persistedState$appSt;
+  var _state$appStates2, _persistedState$domai6, _persistedState$appSt;
   // By pass this function in case of popout chat
-  if ((state === null || state === void 0 ? void 0 : (_state$appStates = state.appStates) === null || _state$appStates === void 0 ? void 0 : _state$appStates.hideStartChatButton) === true) {
+  if ((state === null || state === void 0 ? void 0 : (_state$appStates2 = state.appStates) === null || _state$appStates2 === void 0 ? void 0 : _state$appStates2.hideStartChatButton) === true) {
     return false;
   }
   const persistedState = getStateFromCache(getWidgetCacheIdfromProps(props));

package/lib/esm/components/livechatwidget/common/startChatErrorHandler.js

@@ -0,0 +1,198 @@
+import { ChatSDKErrorName, ChatSDKError } from "@microsoft/omnichannel-chat-sdk";
+import { LogLevel, TelemetryEvent } from "../../../common/telemetry/TelemetryConstants";
+import { TelemetryHelper } from "../../../common/telemetry/TelemetryHelper";
+import { TelemetryTimers } from "../../../common/telemetry/TelemetryManager";
+import { ConversationState } from "../../../contexts/common/ConversationState";
+import { LiveChatWidgetActionType } from "../../../contexts/common/LiveChatWidgetActionType";
+import { callingStateCleanUp, endChatStateCleanUp, closeChatStateCleanUp, chatSDKStateCleanUp } from "./endChat";
+import { DataStoreManager } from "../../../common/contextDataStore/DataStoreManager";
+import { getWidgetCacheIdfromProps } from "../../../common/utils";
+import { WidgetLoadCustomErrorString, WidgetLoadTelemetryMessage } from "../../../common/Constants";
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+export const handleStartChatError = (dispatch, chatSDK, props, ex, isStartChatSuccessful) => {
+  var _props$controlProps;
+  if (!ex) {
+    logWidgetLoadFailed();
+    return;
+  }
+
+  // Handle internal or misc errors
+  if (ex.message === WidgetLoadCustomErrorString.AuthenticationFailedErrorString || ex.message === WidgetLoadCustomErrorString.NetworkErrorString) {
+    logWidgetLoadCompleteWithError(ex);
+  }
+
+  // Handle ChatSDK errors
+  if (ex instanceof ChatSDKError) {
+    switch (ex.message) {
+      case ChatSDKErrorName.WidgetUseOutsideOperatingHour:
+        handleWidgetUseOutsideOperatingHour(dispatch);
+        return;
+      case ChatSDKErrorName.PersistentChatConversationRetrievalFailure:
+        handlePersistentChatConversationRetrievalFailure(ex);
+        break;
+      case ChatSDKErrorName.ConversationInitializationFailure:
+        handleConversationInitializationFailure(ex);
+        break;
+      case ChatSDKErrorName.ChatTokenRetrievalFailure:
+        handleChatTokenRetrievalFailure(ex);
+        break;
+      case ChatSDKErrorName.UninitializedChatSDK:
+        handleUninitializedChatSDK(ex);
+        break;
+      case ChatSDKErrorName.InvalidConversation:
+      case ChatSDKErrorName.ClosedConversation:
+        handleInvalidOrClosedConversation(dispatch, chatSDK, props, ex);
+        return;
+      default:
+        logWidgetLoadFailed(ex);
+    }
+  }
+
+  // Show the error UI pane
+  dispatch({
+    type: LiveChatWidgetActionType.SET_START_CHAT_FAILING,
+    payload: true
+  });
+  if (!(props !== null && props !== void 0 && (_props$controlProps = props.controlProps) !== null && _props$controlProps !== void 0 && _props$controlProps.hideErrorUIPane)) {
+    // New flow of leveraging ConversationState.Error
+    // Set app state to failing start chat if hideErrorUI is not turned on
+    TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
+      Event: TelemetryEvent.ErrorUIPaneLoaded,
+      Description: "Error UI Pane Loaded"
+    });
+    dispatch({
+      type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
+      payload: ConversationState.Error
+    });
+  } else {
+    // Old flow of leveraging ConversationState.Loading
+    // Show the loading pane in other cases for failure, this will help for both hideStartChatButton case
+    dispatch({
+      type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
+      payload: ConversationState.Loading
+    });
+  }
+
+  // If sessionInit was successful but LCW startchat failed due to some reason e.g adapter didn't load
+  // we need to directly endChat to avoid leaving ghost chats in OC, not disturbing any other UI state
+  if (isStartChatSuccessful === true) {
+    forceEndChat(chatSDK);
+  }
+};
+const logWidgetLoadFailed = ex => {
+  var _TelemetryTimers$Widg;
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  const exDetails = {
+    Exception: `Widget load complete with error: ${ex}`
+  };
+  if (ex !== null && ex !== void 0 && ex.httpResponseStatusCode) {
+    exDetails.HttpResponseStatusCode = ex.httpResponseStatusCode;
+  }
+  TelemetryHelper.logLoadingEvent(LogLevel.ERROR, {
+    Event: TelemetryEvent.WidgetLoadFailed,
+    ExceptionDetails: exDetails,
+    ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg === void 0 ? void 0 : _TelemetryTimers$Widg.milliSecondsElapsed
+  });
+};
+export const logWidgetLoadComplete = additionalMessage => {
+  var _TelemetryTimers$Widg2;
+  let descriptionString = "Widget load complete";
+  if (additionalMessage) {
+    descriptionString += `. ${additionalMessage}`;
+  }
+  TelemetryHelper.logLoadingEvent(LogLevel.INFO, {
+    Event: TelemetryEvent.WidgetLoadComplete,
+    Description: descriptionString,
+    ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg2 = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg2 === void 0 ? void 0 : _TelemetryTimers$Widg2.milliSecondsElapsed
+  });
+};
+const logWidgetLoadCompleteWithError = ex => {
+  var _TelemetryTimers$Widg3;
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  const exDetails = {
+    Exception: `Widget load complete with error: ${ex}`
+  };
+  if (ex !== null && ex !== void 0 && ex.httpResponseStatusCode) {
+    exDetails.HttpResponseStatusCode = ex.httpResponseStatusCode;
+  }
+  TelemetryHelper.logLoadingEvent(LogLevel.WARN, {
+    Event: TelemetryEvent.WidgetLoadComplete,
+    Description: "Widget load complete with error",
+    ExceptionDetails: exDetails,
+    ElapsedTimeInMilliseconds: TelemetryTimers === null || TelemetryTimers === void 0 ? void 0 : (_TelemetryTimers$Widg3 = TelemetryTimers.WidgetLoadTimer) === null || _TelemetryTimers$Widg3 === void 0 ? void 0 : _TelemetryTimers$Widg3.milliSecondsElapsed
+  });
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const forceEndChat = chatSDK => {
+  TelemetryHelper.logLoadingEvent(LogLevel.ERROR, {
+    Event: TelemetryEvent.WidgetLoadFailed,
+    ExceptionDetails: {
+      Exception: "SessionInit was successful, but widget load failed."
+    }
+  });
+  chatSDK === null || chatSDK === void 0 ? void 0 : chatSDK.endChat();
+};
+const handleWidgetUseOutsideOperatingHour = dispatch => {
+  dispatch({
+    type: LiveChatWidgetActionType.SET_OUTSIDE_OPERATING_HOURS,
+    payload: true
+  });
+  dispatch({
+    type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
+    payload: ConversationState.OutOfOffice
+  });
+  logWidgetLoadComplete(WidgetLoadTelemetryMessage.OOOHMessage);
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const handlePersistentChatConversationRetrievalFailure = ex => {
+  if (ex.httpResponseStatusCode === 400) {
+    logWidgetLoadFailed(ex);
+  } else {
+    logWidgetLoadCompleteWithError(ex);
+  }
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const handleConversationInitializationFailure = ex => {
+  if (ex.httpResponseStatusCode === 400) {
+    logWidgetLoadFailed(ex);
+  } else {
+    logWidgetLoadCompleteWithError(ex);
+  }
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const handleChatTokenRetrievalFailure = ex => {
+  if (ex.httpResponseStatusCode === 400) {
+    logWidgetLoadFailed(ex);
+  } else {
+    logWidgetLoadCompleteWithError(ex);
+  }
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const handleUninitializedChatSDK = ex => {
+  logWidgetLoadCompleteWithError(ex);
+};
+
+// eslint-disable-next-line @typescript-eslint/no-explicit-any
+const handleInvalidOrClosedConversation = (dispatch, chatSDK, props, ex) => {
+  var _DataStoreManager$cli;
+  logWidgetLoadCompleteWithError(ex);
+
+  // Reset all internal states
+  callingStateCleanUp(dispatch);
+  endChatStateCleanUp(dispatch);
+  closeChatStateCleanUp(dispatch);
+  chatSDKStateCleanUp(chatSDK);
+  (_DataStoreManager$cli = DataStoreManager.clientDataStore) === null || _DataStoreManager$cli === void 0 ? void 0 : _DataStoreManager$cli.removeData(getWidgetCacheIdfromProps(props));
+
+  // Starts new chat
+  dispatch({
+    type: LiveChatWidgetActionType.SET_CONVERSATION_STATE,
+    payload: ConversationState.Closed
+  });
+};