Notification API WebSocket reconnect logic in Node.js

NICE CXone API & Integrations
1

Could someone explain the best practice for handling WebSocket reconnection to the Notification API in Node.js?

  • I’m using the ws library to subscribe to /api/v2/analytics/events
  • When the connection drops, on('close') fires but my manual new WebSocket() attempt fails with a 401 Unauthorized
  • Should I be refreshing the OAuth token via apiClients.auth.createAuth before reconnecting, or is there a specific SDK method I’m missing?
2

The 401 indicates stale credentials. Do not reuse the token. Refresh it via apiClients.auth.createAuth before the new ws instance.

const auth = await apiClients.auth.createAuth('client_credentials', {
 client_id: process.env.GC_CLIENT_ID,
 client_secret: process.env.GC_CLIENT_SECRET
});
const token = await auth.getAccessToken();
new WebSocket(url, { headers: { Authorization: `Bearer ${token}` } });

See docs: https://developer.mypurecloud.com/api/rest

3

To fix this easily, this is to avoid manually managing the WebSocket lifecycle for analytics events. The Genesys Cloud JS SDK provides a built-in Subscription class that handles reconnection, token refresh, and heartbeat logic automatically. Using raw ws instances bypasses the SDK’s internal state management, leading to the 401 errors you are seeing when the underlying token expires or the server closes the connection for maintenance.

Here is how to implement it using the SDK:

import { platformClient } from '@genesyscloud/genesyscloud';

const apiClient = platformClient.init({
 clientId: process.env.GC_CLIENT_ID,
 clientSecret: process.env.GC_CLIENT_SECRET,
 basePath: 'https://api.mypurecloud.com'
});

const analyticsApi = apiClient.AnalyticsApi;

// Create a subscription that handles reconnects internally
const subscription = analyticsApi.subscribeAnalyticsEvents(
 { interval: 'realtime', metricIds: ['conversation.summary'] },
 (data) => console.log('Event received:', data),
 (error) => console.error('Subscription error:', error)
);

Warning: Do not mix manual WebSocket connections with SDK subscriptions for the same resource. It causes race conditions during token refresh and may trigger rate limiting due to excessive connection attempts.