Genesys Cloud WebSocket Notification Subscription in Kotlin Android App

NICE CXone API & Integrations
1

Does anyone know

  • How to correctly initialize the Notification API WebSocket connection in a Kotlin Android environment using the official Genesys Cloud SDK?
  • I am attempting to subscribe to routing:conversation:updated events to update my custom UI in real-time without polling.
  • My current implementation uses PlatformClient.getNotificationClient().subscribe() but I am encountering intermittent 403 Forbidden errors during the handshake phase.
  • The error payload returns { "error": "invalid_grant", "error_description": "The access token provided is invalid or expired" } even though I am using a valid OAuth2 token retrieved via PlatformClient.login().
  • I suspect the issue lies in how the subscription request JSON is structured for the POST /api/v2/notifications/subscribe endpoint before the WebSocket upgrade.
  • Here is the relevant Kotlin snippet handling the subscription:
val subscription = NotificationSubscriptionBuilder()
 .setEventTypes(listOf("routing:conversation:updated"))
 .build()

platformClient.notifications.subscribe(subscription, object : SubscriptionCallback {
 override fun onSubscribe(success: Boolean) {
 // Logic here
 }
})
  • The WebSocket connection seems to drop immediately after the initial CONNECT frame is sent.
  • Is there a specific header requirement for Android-based WebSocket clients when interacting with the Genesys Cloud Notification API?
  • I have verified that the token has the necessary notification:read scope.
2

The way I solve this is by bypassing the Android SDK’s WebSocket overhead. Use the REST bulk query endpoint instead. Check this article: https://support.genesys.com/bulk-queries-vs-websockets. It details why polling is more stable for mobile clients than maintaining persistent connections.

3

The Android SDK’s WebSocket implementation often fails due to background service restrictions. Do not use REST polling as suggested above. Use the official PlatformClient.getNotificationClient().subscribe() with explicit division filtering.

val sub = NotificationSubscription()
sub.events = listOf("routing:conversation:updated")
platformClient.notifications.subscribe(sub)

Ensure the OAuth token includes routing:conversation:read scope. The 403 error usually stems from missing scopes or division mismatch, not connection stability. Verify your client credentials have access to the target division before subscribing.