Step by step guides still not appearing after following steps shared

[seanhufnagel]

I have added the fields described in [1] but the view still displays as a blank line. I don't see any errors returned but the but it is the same behavior before the fields are added, no form is displayed. Are there any additional steps required to configure the chat widget to display views?

[1] - https://github.com/amazon-connect/amazon-connect-chat-interface/blob/master/.github/docs/StepByStepGuidesInChatFeature.md

[saipreetham16]

Hi @seanhufnagel, thanks for confirming that you followed Option 1 from the guide.

Other documentation you can follow is this one

To help us troubleshoot further, could you please share the following details:

1. Which AWS region is your Amazon Connect instance in? Guide chat experience using step-by-step guides is supported in US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London) regions.
2. Are there any errors or warnings in the browser console or network tab when loading the chat widget?
3. Did you make any custom modifications to the hosted snippet or ChatInterface page?
4. Are you hosting the snippet via S3 or some other platform (e.g., CloudFront)?

Sometimes, the issue might be related to:

• Caching issues on S3/CloudFront (try a hard refresh or clearing cache)
• The step-by-step guides not being linked properly to the contact flow

[seanhufnagel]

Hey there, I am actually referring to option 2. I was able to get it to display in the out-of-box chat widget by following the steps in option 1 but in production we are using a custom chat widget so now I need to implement option 2, however after following the same steps my custom chat widget only displays a blank line, not the view as expected.

1. us-west-2
2. no errors, the view is received in the console as a message with a view token (provided below with ids redacted)
3. this is an ACC, Amazon Custom Chat widget but there have been very few modifications made
4. right now I am just testing the chat widget locally, I have refreshed cache

Let me know if there is anything else that would be helpful to troubleshoot this.

{"AbsoluteTime":"2025-07-25T14:18:29.180Z","Content":"{"version":"1.0","templateType":"ViewResource","data":{"content":{"viewId":"arn:aws:connect:us-west-2:myaccountid:instance/myisntance/view/myviewid:$LATEST","viewData":"{}","viewToken":"myviewtoken\u003d"}}}","ContentType":"application/vnd.amazonaws.connect.message.interactive","Id":"myid","Type":"MESSAGE","ParticipantId":"myparticipantid","DisplayName":"SYSTEM_MESSAGE","ParticipantRole":"SYSTEM","InitialContactId":"myinitialcontactid","ContactId":"mycontactid"}

[swasri]

Hi,

3. "this is an ACC, Amazon Custom Chat widget but there have been very few modifications made" Could you tell what are these difference?

[seanhufnagel]

The changes I made were just to disable the textbox so that the user was forced to choose from the interactive messages, which was working fine. I have removed that code snippet to confirm it is not interfering with anything so I am experiencing this issue without any modifications to ACC.

[xiajon]

Views are only supported currently in this example https://github.com/amazon-connect/amazon-connect-chat-interface/tree/master

It was enabled in this commit 8c382c0.