When your licensed web chat agent requested a screenshot from the end user but does not receive the screenshot when expected.
Not all websites support Multimedia chat screenshots.
We will want to recreate the issue. Pull up your website in a web browser, and navigate to the page that has web chat available.
Initiate a chat session with your live chat agent. In the below example we used our own website, but you would want to use your business website in this instance.
Have the web chat agent send you a request for a screenshot.
Reply to the request by sending a screenshot.
If not screenshot is sent, we need to investigate the HTML on the relevant URL for any relevant screenshot errors.
Now you will want to inspect the web page. For example, in Chrome, you can use Ctrl + Shift + I as an example to inspect the page.
You should see a window pop up that looks similar to this based on your web browser.
This is where you can check for the screenshot error.
Check with your Web Administrator to investigate underlying compatibility issues.