I am currently helping a client who is using Cognigy for their web messaging bot. We are seeing intermittent WebSocket connection failures when the call is handed off from Cognigy back to the Genesys Cloud queue. The customer sees a ‘Connection Lost’ message for a few seconds. I suspect a timeout issue with the WebSocket handshake. Has anyone else seen this when using the Cognigy Genesys Cloud endpoint?
Hey Sil30. I am a telecom engineer and I have seen this happen when the load balancer in front of the Cognigy environment is not configured for ‘Sticky Sessions’. If the WebSocket handshake hits a different server than the initial request, the connection will drop. You should ensure that your client-side implementation is handling the reconnect event properly. I use a simple exponential backoff in my JavaScript to solve this.
we use Cognigy too. We found that the ‘Connection Lost’ message was actually caused by a mismatch in the ‘Session Timeout’ settings between Cognigy and Genesys Cloud. If Cognigy closes the session before Genesys Cloud is ready to take it over, the WebSocket will hang. We increased our Cognigy session timeout to ten minutes and the problem vanished.