1668420 - ETP Strict breaks chat feature on https://auspost.com.au/help-and-support

Status: REOPENED

(Web Compatibility :: Privacy: Site Reports, defect, P3)

Description

[Albert Scheiner [:alberts]]

Steps to reproduce:

1. Visit https://auspost.com.au/help-and-support
2. Scroll down to "Talk to our team. We're here to help." > "Chat"
3. Click on "Chat now"

With ETP nothing happens; changed to ETP Standard the chat popup opens.

Comment 1

[Albert Scheiner [:alberts]]

Sorry for bug spam; first time I cloned a task. Wasn't sure how much was carried over.

Comment 2

[Dimi Lee [:dimi]]

This can be reproduced with ETP Strict. Setting urlclassifier.trackingSkipURLs with media-aus.inq.com,auspost.inq.com fixes the breakage. Note that if only adding one of the two domains in the skip list doesn't fix the breakage.

Comment 3

[Albert Scheiner [:alberts]]

Does the owner of the domain matter for the decision, who, based on the whois entry https://www.whois.com/whois/inq.com, should be this: https://www.nuance.com/omni-channel-customer-engagement/digital.html

Comment 4

[Dimi Lee [:dimi]]

(In reply to Albert Scheiner [:alberts] from comment #3)

Does the owner of the domain matter for the decision, who, based on the whois entry https://www.whois.com/whois/inq.com, should be this:

Yes, if the third-party domain and the top-level domain have the same owner. It will affect how we are going to fix this.

Comment 5

[Oana Arbuzov [:oanaarbuzov]]

I can't see the "Chat" options. I've created an account and signed in and still don't have the options. I even tried using VPN pointing to Australia, but with no luck either.
https://prnt.sc/104xmp2
https://prnt.sc/104xnk3

Tested with:
Browser / Version: Firefox Nightly 88.0a1 (2021-02-22), Firefox Nightly 210222 (🦎 87.0a1-20210218092411)
Operating System: Windows 10 Pro, Samsung Galaxy S8 (Android 9) - 1440 x 2960 pixels, 18.5:9 ratio (~570 ppi density)

Albert Scheiner do you still have the option, does the issue still occur on your side?

Comment 6

[Albert Scheiner [:alberts]]

It might be the time of the day, but I checked the last few days and couldn't see the chat either anymore.

Comment 7

[Thomas Wisniewski [:twisniewski]]

I see a "chatbot" link on their page now which seems to work in standard mode, but not strict mode.

Comment 8

[Thomas Wisniewski [:twisniewski]]

If I whitelist auspost.inq.com and media-aus.inq.com, then the chat link works as it does in standard mode. It looks like there is a script loading the chat widget which we should be able to shim: https://auspost.inq.com/chatskins/launch/inqChatLaunch10005961.js

This script seems to define a window.v3lander object (which this site doesn't use), but also creates an iframe for the chat widget. The "chatbot" link doesn't actually do anything except shimmy another widget out of the way of that iframe, from what I can tell. So any shim would likely also need to create some kind of placeholder where the iframe would go, and allow the user to opt into replacing the placeholder with the actual chat widget.

Comment 9

[Thomas Wisniewski [:twisniewski]]

I've confirmed that we can use shims to present a placeholder for Inq chat widgets, but it's unclear which kind of placeholder we'll want to provide, as each site can have its own styles and placements for the buttons which are only known after Inq's scripts run. As such we'll have to provide a generic placement for any opt-in placeholder.