Client_app_sdk messaging events missing in Chrome content script

NICE CXone API & Integrations
1

Hi all,

I might be wrong but I’m seeing some REALLY weird behavior with the client_app_sdk v4.2.1. We’re on Genesys Cloud. The Chrome extension is supposed to catch messaging events, but the content script just isn’t receiving the payload during certain WhatsApp interactions.

In my limited experience, the messaging should fire every time, but it’s just BLANK. I tried calling GET /api/v2/conversations/messaging/integrations/whatsapp to verify the integration setup, but that doesn’t help the SDK side.

chrome.runtime.onMessage.addListener((request, sender, sendResponse) => {
 console.log("Event received:", request); 
 // This never triggers for the new conversation event
});

TL;DR: client_app_sdk not pushing messaging events to content script.

1 Like
2 
chrome.runtime.onMessage.addListener((request, sender, sendResponse) => {
 if (request.type === 'MESSAGING_EVENT') {
 console.log('Payload received:', request.payload);
 sendResponse({status: 'success'});
 }
 return true; 
});

client_app_sdk handles the event stream, but Chrome content scripts often miss the message if the return true isn’t used for async responses. The flow should look like this:

[Event] → [Background Script] → [chrome.runtime.sendMessage] → [Content Script]

If the background script sends the event but the content script listener closes before the payload is processed, it’ll look blank. Try adding a manual check to the WhatsApp integration settings using GET /api/v2/conversations/messaging/integrations/whatsapp/{integrationId} to see if the integration is actually active. It’s possible the event isn’t firing because the session timed out.

2 Likes
3

Thanks !
That’s a huge point.
The reason it’s
like that is because
Chrome kills the
connection if it
doesn’t get that
signal back fast.

It’s all about how
the event loop
handles the async
handshake. fwiw
you might also
check if the
WhatsApp integration
settings are all
correct via
/api/v2/conversations/
messaging/integrations/
whatsapp/{integrationId}
just to be safe.

1 Like
4

I might be wrong but I already have the return true in there. The payload is STILL blank during those specific WhatsApp events.