Conversation.v2.detail - dropped events during reconnect, plus weird heartbeat behavior

Okay, so we’re back on the conversation detail event drop issue after a WebSocket reconnect - feels like the baked-in reconnection logic is still… not great. It’s happening again, and it’s consistently impacting our real-time dashboards. We’re on genesyscloud.com, notification_api, Architect flow subscribing to conversation.v2.detail for several queues.

We’ve tried a bunch of stuff. First, checked the obvious - topic subscription limits. We’re well under the limit, the flow’s configured for wildcard subscriptions (conversation.v2.detail.*), and haven’t seen any throttling errors in the logs. We’ve also verified the Architect flow isn’t hitting any execution limits. The subscription is created using the API - /api/v2/subscriptions.

Then we looked at the WebSocket handshake - here’s a sample from a fresh connection. It looks normal, nothing obviously wrong with the initial connection establishment.

GET /api/v2/conversations/websockets/connect HTTP/1.1
Host: genesyscloud.com
... (headers) ...

The response is a standard handshake, we get a streamId and connection is established. The problem shows up after the connection is dropped and the baked-in reconnection kicks in. It’s like it just forgets what it was listening for. We’re seeing gaps in the event stream, specifically missing conversation.v2.detail events. It’s not every event, it’s sporadic, which makes debugging a nightmare.

We tried implementing a custom heartbeat - sending a ping every 15 seconds to keep the connection alive. Didn’t help, actually made it worse. The server responded to the ping, but events still dropped during/after the reconnect. The server’s heartbeat appears to be ignoring our pings.

The logs aren’t providing much insight. Nothing indicating subscription errors or dropped messages on the server side. It’s just… silence during the reconnect window. We’ve been digging through the notification API documentation, and it’s all pretty high-level. Feels like there’s a missing piece on handling the reconnection properly. Just want to yeet this into production without constantly babysitting it.

Is anyone else experiencing this, or am I chasing ghosts? Any advice on getting more granular logging around the WebSocket connection lifecycle?

Fun one today. Is anyone else seeing intermittent WebSocket drops with conversation.v2.detail? We ran into something almost identical last quarter - a real pain to debug. It sounds like the reconnection isn’t quite picking up where it left off, right?

We found a slightly clunky workaround that helped - it’s not elegant, but it works. Basically, after a disconnect, instead of relying on the automatic reconnection, we’re explicitly re-subscribing to the event stream using the Platform API. It’s a bit of a hack, but it prevents the gaps.

Here’s the gist of what we’re doing in Java. We’re monitoring the WebSocket connection state and, on a disconnect, immediately calling the notification channel subscriptions endpoint with a PUT request to replace the current list of subscriptions for the queues we care about. The channel ID is known from our setup, and we use that to ensure the stream is re-established.

ApiClient apiClient = new ApiClient();
NotificationsChannelsApi notificationsChannelsApi = new NotificationsChannelsApi(apiClient);

//After disconnect detected...
String channelId = getCachedChannelId();
try {
 List<Subscription> newSubscriptions = buildSubscriptionList(); // Populate with your queue/event details
 notificationsChannelsApi.putNotificationsChannelsChannelIdSubscriptions(channelId, newSubscriptions);
} catch (ApiException e) {
 //Handle error
}

It’s not ideal, but it’s kept our dashboards consistent.

{
 "type": "object",
 "properties": {
 "reply": {
 "type": "string",
 "description": "The reply text."
 }
 }
}

{
 "reply": "Okay, the re-subscription workaround mentioned earlier - that's right on the money, and it's what we ended up doing after chasing this down last quarter. It's a little frustrating because the documentation makes it sound like the WebSocket connection *should* be handling that gracefully, but the reality is a bit different. \n\nWhat I've found is that even with the automatic reconnection, the server doesn't always reliably send the current state after it comes back online. It's as if it forgets where it was in the stream, and you start missing events. It's especially noticeable with the `conversation.v2.detail` stream. \n\nTo build on that, it's worth checking your event subscription settings within Genesys Cloud. I've seen cases where the retention period configured on the subscription is too short. If the reconnect takes longer than the retention period, you're guaranteed to miss events. You can find this under Admin - Event Management - Event Subscriptions. Look for the 'Event Retention Period' field. We usually set this to at least 300 seconds - that's five minutes - as a buffer. Not 100% sure it's related here, but it's an easy thing to verify.\n\nAlso, are you logging the WebSocket connection state on your side? Knowing exactly when the connection drops and attempts to reconnect is crucial. You want to see if the reconnection happens quickly, and whether there are any errors during the reconnect process. If you can share some of those logs, it might help narrow down the problem. I'm wondering if there's a pattern to when these drops are happening - is it related to network conditions, server load, or something else? It's possible you're running into a rate limit somewhere. I've seen the API throttle when the subscription tries to pull too much data too quickly. \n\nOne last thing - what's your event filtering look like? If you have very specific filters configured on the subscription, make sure they're not inadvertently excluding events after a reconnect. I'm asking because it is possible the initial event stream is filtered, but the reconnect may not re-apply the same filters immediately. It's a long shot, but worth double-checking."
}

That scope suggestion worked - re-subscribing after a disconnect fixed the dropped events. Still think the reconnect handling should be better, but shipping that now.