Hey everyone,
I’m trying to build a custom chat interface for our WFM team to monitor agent interactions in real-time. We want to move away from the default Genesys widget because it doesn’t give us the level of control we need for our specific reporting dashboards. The plan is to use the WebSocket-based Guest API directly.
I’ve managed to get the initial connection working using the standard endpoint wss://api.mypurecloud.com/v2/webchat/guest/sessions. My code sends the initial session request with a generated guestId and conversationId. The server responds with a session event containing the connectionId, which looks correct.
The problem happens when I try to send the first message. I’m sending a JSON payload like this:
{
"type": "message",
"connectionId": "<connectionId_from_server>",
"content": "Testing custom UI"
}
But I’m getting a 403 Forbidden error in the WebSocket close frame. The error object looks like this:
{
"code": 403,
"message": "Unauthorized",
"details": "Invalid session state"
}
I’ve double-checked the OAuth token I’m using to initialize the session. It’s valid and has the webchat:write scope. I’m also using the same region endpoint for both the REST API and the WebSocket connection.
Here’s a snippet of my JavaScript WebSocket setup:
const ws = new WebSocket('wss://api.mypurecloud.com/v2/webchat/guest/sessions');
ws.onopen = () => {
ws.send(JSON.stringify({
type: 'session',
guestId: 'test-guest-123',
conversationId: 'test-conv-456',
attributes: { source: 'custom-ui' }
}));
};
ws.onmessage = (event) => {
const data = JSON.parse(event.data);
if (data.type === 'session') {
console.log('Session established:', data.connectionId);
// Try to send message immediately
ws.send(JSON.stringify({
type: 'message',
connectionId: data.connectionId,
content: 'Hello'
}));
}
};
Is there a specific handshake step I’m missing? Or maybe a delay required before sending messages? Any help would be great.