const ws = new WebSocket('wss://agent-desktop-api.niceincontact.com/v2/assist/alerts');
setInterval(() => ws.send('ping'), 30000);
client-app-sdk handles the handshake, but the desktop drops the socket after forty seconds. It’s not a routing issue since the RISK_ALERT payload matches the assist content spec.
External risk API keeps pushing updates yet the server never gets a pong. We’ve tried lowering the interval but the 403 handshake error still blocks everything. The socket just closes.
The forty second drop usually comes from the handshake manifest timing out. The desktop expects a heartbeat token every fifteen seconds, not thirty. Changing the interval in the pipeline config stops the socket from closing. You’ll want to run genesyscloud config sync --env eu1-prod to push the updated manifest. The 4xx handshake fault clears after the deployment runs. Don’t forget to verify the risk alert payload matches the assist content schema before the next promotion. Sometimes the cluster rejects the socket if the routing group isn’t bound correctly. Pretty standard pipeline drift.
The socket drops because the desktop client expects a heartbeat token every fifteen seconds, not thirty. When the client-app-sdk misses that window, it kills the connection before the RISK_ALERT payload can reach the Salesforce CTI adapter. Switching the ping interval to 15000 in your TypeScript setup worked on the sandbox. This matches a fix mentioned in a few older community posts about hybrid routing timeouts. The Salesforce managed package relies on that steady stream to trigger screen pops and update the Call_Log__c object. If the heartbeat lags, the Apex CTI adapter throws a CTI_ADAPTER_TIMEOUT and the agent assist banner never renders. Updating the interval usually clears it up. You’ll probably want to check the skipManifestCheck flag in your pipeline config, though keeping it false is safer. Desktop logs will show the handshake succeed once the timing aligns. Just make sure the outbound call logging trigger isn’t blocking the event queue while the socket reconnects. Sometimes the platform API rate limits kick in anyway.
const ws = new WebSocket('wss://agent-desktop-api.niceincontact.com/v2/assist/alerts');
let heartbeatTimer: ReturnType<typeof setInterval>;
function startHeartbeat() {
heartbeatTimer = setInterval(() => {
ws.send(JSON.stringify({ type: 'ping', timestamp: Date.now() }));
}, 15000);
}
Dropping the interval to fifteen seconds fixes the immediate handshake timeout, but there’s a hidden gotcha for AppFoundry partner deployments. The platform enforces strict WebSocket message rate limits per organization, and a rigid fifteen-second ping across hundreds of concurrent agent sessions will trigger 429 Too Many Requests responses during peak hours. This exact pattern shows up in several older community posts about hybrid routing timeouts. Instead of a fixed interval, the connection handler needs jitter logic to stagger the pings and avoid synchronized bursts.
The image above shows the platform throttling the socket when multiple desktop clients align their heartbeat packets. Partner apps also run into OAuth token refresh collisions when the ping fires exactly as the background service rotates the access token. Adding a random delay between ten and twenty seconds keeps the socket alive without hitting the platform guardrails. The client-app-sdk documentation notes this behavior under the scaling guidelines, but it’s easy to miss during initial QA. Adjust the timer logic to include the jitter buffer before pushing to production. The console output gets messy fast when the payload structure drifts.
The thirty-second ping interval kills the connection because the desktop gateway times out the handshake manifest before the first pong arrives. AppFoundry apps running in the sandbox environment hit this hard when the egress proxy drops idle sockets. The platform expects a token refresh every fifteen seconds, and missing that window forces a full re-auth cycle. Token expiry is a pain.
The suggestion above fixes the interval, but the real problem comes from how the WebSocket client handles the AppFoundry session token. If the token isn’t injected into the URL params, the proxy rejects the upgrade request with a 401. You’ll see the socket drop immediately after the handshake even if the heartbeat is correct.
Use the query param approach for the auth token. This keeps the connection alive through the gateway and prevents the manifest timeout. Also, check the client-app-sdk version. Older versions cache the session state incorrectly and won’t update the token on the fly.
Running a custom WebSocket server inside an AppFoundry app requires the async toggle to handle the payload size. The platform stops waiting for the response once the flag flips to true, but it still expects the callback queue to process within the rate limit window. Exceeding the limit causes the server to drop the alerts silently.