Hi all,
I might be wrong but I’m seeing some REALLY strange behavior with the client_app_sdk messaging and Architect transfers. We’re on Genesys Cloud, obviously. We’ve got a Chrome extension that listens for client.app.session.transfer.complete events to update the CRM data overlay when an agent moves a call. Everything was working fine until this morning.
Now, the events are getting dropped intermittently. It seems to happen specifically when the transfer involves a skill-based routing step in Architect - not direct agent-to-agent transfers. The extension does receive the initial client.app.session.transfer.initiated event, and the session updates correctly up to that point. Then… nothing.
The console logs from the extension show the transfer.initiated event, then a long pause, and then nothing relating to the session transfer. No errors, no exceptions - the mic stays hot, so to speak. We’re using SDK version 4.2.1 and fetching session data via /api/v2/users/me/sessions.
I’ve dug into the Architect flow and there’s nothing obvious that would be causing this. It’s a pretty standard setup - prompt, skill-based route, then connect to the destination queue.
Here’s a snippet of the relevant console output, the last event received before it just…stops:
[2024-02-29T10:45:17.542Z] DEBUG: Received event: client.app.session.transfer.initiated - { sessionId: "abcdef123456", destinationUserId: "uvwxyz789012", transferType: "SKILL_BASED" }
[2024-02-29T10:45:17.545Z] DEBUG: Session updated with destinationUserId: "uvwxyz789012"
[2024-02-29T10:45:17.545Z] DEBUG: Fetching updated session data...
[2024-02-29T10:46:00.000Z] <silence>
From what I’ve seen, it’s almost like the session isn’t being updated on the server after the skill-based route, and the extension is waiting for an event that never comes. I’ve tried increasing the polling interval, but that didn’t help. Any thoughts? Is there some weird interaction between the client_app_sdk and skill-based routing?
TL;DR: client_app_sdk drops client.app.session.transfer.complete events during skill-based Architect transfers, no errors, SDK v4.2.1. HELP.