I’ve been trying to build a custom chat interface for our web portal instead of using the default Genesys Cloud widget. The goal is to have a cleaner look and better control over the UI states. I’m using the Guest API as described in the docs, specifically the WebSocket endpoint /api/v2/guest/conversations/webchat.
The connection seems to establish fine initially. I get the connected event. But as soon as I send the chatRequest message to start a conversation, the socket closes unexpectedly. There’s no error event, just an abrupt disconnect. I’ve checked the logs and it looks like the server is terminating the connection right after receiving my payload.
Here’s the basic flow in my JavaScript code:
const ws = new WebSocket('wss://api.mypurecloud.com/api/v2/guest/conversations/webchat');
ws.onopen = () => {
console.log('WebSocket connected');
const chatRequest = {
type: 'chatRequest',
data: {
attributes: {
email: 'test@example.com',
firstName: 'John',
lastName: 'Doe'
},
queueId: 'my-queue-id-here',
skill: 'general-support'
}
};
ws.send(JSON.stringify(chatRequest));
};
ws.onmessage = (event) => {
const message = JSON.parse(event.data);
console.log('Received message:', message.type);
if (message.type === 'chatConnected') {
console.log('Chat connected successfully');
}
};
ws.onclose = (event) => {
console.log('WebSocket closed:', event.code, event.reason);
};
The queueId is definitely correct because I’ve double-checked it in the admin portal. The skill matches one of the skills assigned to that queue. I’ve also tried omitting the skill field, but the result is the same. The console shows WebSocket closed: 1006 '' which usually means an abnormal closure.
I’ve tried adding the X-Genesys-Client-Version header, but since it’s a WebSocket, I’m not sure if that’s even possible in the browser. Is there something else I need to include in the chatRequest payload? Or maybe a specific sequence of messages I’m missing?
I’ve been staring at this for hours and it’s getting frustrating. Any ideas what could be causing this?