Background:
Our engineering team, in collaboration with our reverse-billing vendor PMT, has successfully configured reverse-billing for all other external dependencies, including the initial Freshchat bootstrap script. Our current effort is focused on ensuring the entire Freshchat experience is data-free for our users.
The Technical Blocker:
Our investigation, led by PMT’s Software Engineers, confirms that most standard HTTP/HTTPS resources from Freshchat can be successfully routed through their reverse-billed gateway.
However, full reverse billing for the live chat session is currently blocked by the widget’s reliance on a real-time WebSocket connection to the rts-eun.freshworksapi.com package. This is a long-lived, open connection created by your internal runtime logic that their reverse-billing layer cannot fully control or transform in the same way as it can for normal web resources.
Goal of the Technical Session:
We require a session with your technical experts to better understand the internal workings of this WebSocket package and discuss possible, supported options for handling the connection over HTTPS within our reverse-billing infrastructure. We need to determine whether there is a viable workaround to ensure the chat application functions correctly while being fully reverse-billed, as partial coverage of the resources will render the widget unusable.
Given that our client’s users are re-engaging with the platform this week, a swift resolution to this issue is critical.
Please let us know your technical team’s availability (and a preferred meeting link) in the coming days so we can schedule this urgent discussion.
Thank you for your assistance.