Support
This page tells you how to get help with Chat and how to get a backend client. Start with the self-service pages: they answer most questions faster than a support request.
Try these first
Section titled “Try these first”- Troubleshooting: symptom, cause and fix, starting with “Is it the Identity Server?”.
- Error catalog: every error code with its status, cause and what to do.
- FAQ: short answers to common questions.
- Prerequisite checklist: most failures on a first integration are a missing step in the Identity Server.
Get a backend client
Section titled “Get a backend client”A backend client is created by the Identity Server administrator of your tenant, in the Identity Server admin UI. It is a CONFIDENTIAL client on your tenant application with the client_credentials grant and the Chat scopes, plus token exchange if your web app needs a Chat token. Chat has nothing to configure: there is no registration and no API key on the Chat side.
Follow Register a backend client, or send it to your administrator. If you are not the administrator, ask for the client id, the client secret and your tenant and application ids. The full list is in the values table.
Contact
Section titled “Contact”There is no support address or ticket process published yet. Contact your Central Code Station account contact.
What to include in a support request
Section titled “What to include in a support request”A request with these details can be answered without a back-and-forth.
| Include | Where to find it |
|---|---|
The timestamp and path of the error |
The error body: { status_code, error, message, path, timestamp } |
| The error code | The error field, for example client_context_mismatch |
| The tenant id and application id | Your configuration, or the ids in the request path |
| The operation | The method and route, or the operation id such as Conversations_create |
| Which token you used | Machine token or user token, and which client issued it. Never paste the token. |
| What you expected and what happened | One or two sentences |
| The library and version, if you use one | Your package.json |
Tokens expire quickly. Do not paste one into a ticket or a chat: describe its aud, scope and exp instead.
Before you ask
Section titled “Before you ask”If you get a 401 or 403, check first whether the cause is on the Identity Server side: the token’s audience, its scope, the client’s grants and your registered origins. A 503 identity_unavailable means Chat could not reach the Identity Server, and retrying later usually works.