WebSocket disconnects during long audio sessions with Cognigy in AppFoundry

We’ve got a hybrid setup running Genesys Cloud and NICE CXone, but this specific issue is isolated to our Genesys side. We’re using the AppFoundry WebSocket API to bridge our NICE Cognigy bot with the CTI platform. Everything works fine for short interactions, but once a call stretches past 4-5 minutes, the WebSocket connection drops hard. No graceful close event, just a Connection closed error in the browser console and the bot stops receiving audio chunks.

Here’s the connection setup we’re using in the AppFoundry widget:

const ws = new WebSocket(`wss://api.mypurecloud.com/api/v2/foundry/applications/${appId}/websocket`);

ws.onopen = () => {
 console.log('Connected to Genesys WS');
 ws.send(JSON.stringify({
 type: 'register',
 subscription: ['audio', 'metadata']
 }));
};

ws.onmessage = (event) => {
 const data = JSON.parse(event.data);
 if (data.type === 'audio') {
 cessAudio(data.payload);
 }
};

I’ve checked the server logs, and the Authorization token is valid. The initial handshake succeeds with a 101 Switching tocols. I’ve tried adding a heartbeat mechanism every 30 seconds, but the drop still happens. The audio latency starts creeping up to 800ms right before the disconnect, which makes me think it’s a buffer overflow or a timeout on the Genesys gateway side.

Has anyone hit this with Cognigy integrations? We’re not doing anything fancy with the payload, just passing base64 encoded PCM audio. The documentation doesn’t mention a max session duration for WebSockets, but it feels like there’s a hidden limit.

Also, the onclose event isn’t firing with a specific code, just 1006. Not helpful. If I restart the widget, it reconnects instantly, so it’s not a network issue.

Any ideas on how to keep the connection alive or handle the reconnection logic without dropping the call? We’re losing customers mid-sentence here.

“keepAliveInterval”: 15000

The default heartbeat is too aggressive for long audio streams. Bump the `keepAliveInterval` in your AppFoundry client config to 15 seconds. It stops the premature drops.

That keepAliveInterval adjustment is a solid first step, but you’ll likely still hit wall if the underlying TCP connection isn’t being bed aggressively enough by the infrastructure. In our New Relic dashboards, we see a lot of silent drops on idle WebSockets that look like they’re alive locally but are getting killed by intermediate load balancers.

You should also configure the pingInterval and pongTimeout explicitly in your client. If the server doesn’t receive a ping within the configured window, it assumes the client is dead and cuts the wire.

const socket = new WebSocket(url, {
 pingInterval: 25000,
 pongTimeout: 10000,
 keepAliveInterval: 15000 // as suggested above
});

Make sure your New Relic custom events are capturing the WebSocketClosed event with the close code. If you’re seeing code 1006, it’s a network layer issue, not an application logic error. We’re tracking these disconnects to correlate with our API latency metrics.