Why does the WebSocket connection to the Genesys Cloud Guest API terminates right after I send the first message event? I am building a custom chat UI in Python using the websockets library to bypass the heavy overhead of the default widget. The handshake works fine, and I get the initial session event with the session_id. However, as soon as I push a message event, the server closes the connection with code 1000. Here is the JSON payload I am constructing for the message event:
{
"type": "message",
"id": "msg-12345",
"from": {
"type": "user",
"id": "guest-abc-123"
},
"text": "Testing custom UI integration",
"session_id": "sess-xyz-789"
}
My code connects to wss://{my-org}.mypurecloud.com/api/v2/analytics/events/guest (or the correct guest endpoint if that’s wrong, I’m guessing based on docs). I suspect the session_id isn’t being persisted correctly in the client context or the payload structure is slightly off for the raw WebSocket protocol versus the REST API. Any insights on the exact schema required for the initial message event in the WebSocket stream?
{
"type": "message",
"session_id": "{{session_id}}",
"data": {
"body": "test",
"type": "text"
}
}
The 1000 close code usually means the server accepted the message but killed the socket because the payload structure was invalid or missing required fields. Genesys Cloud’s Guest API is strict about the envelope. You need to wrap your actual content in a data object inside the main message envelope. If you’re just sending {"body": "test"} at the root level, the backend parser fails and drops the connection immediately.
Check your Python client code. Ensure you’re serializing the full JSON structure, not just the inner data. Also, verify that the session_id matches the one from the initial session event. It’s easy to accidentally reuse an old session ID if you’re not handling the handshake response correctly. The connection stays open only if the server can successfully route and log the message. If the JSON schema doesn’t match, it treats it as a protocol violation. Fix the payload structure first.
{
"type": "message",
"session_id": "{{session_id}}",
"data": {
"body": "test",
"type": "text",
"timestamp": "{{current_iso_timestamp}}"
}
}
You need to include the timestamp field. The previous answer mentioned the data object, which is correct, but the Guest API also expects a valid ISO 8601 timestamp inside that data block. Without it, the server treats the payload as malformed or out of sequence, triggering the immediate 1000 close.
I’ve seen this exact issue in custom Python clients. The handshake succeeds because that’s just auth, but the first message fails validation on the backend. Make sure the timestamp is in UTC and matches the format YYYY-MM-DDTHH:mm:ss.sssZ. If you’re using websockets, check your send buffer too. Sometimes async sends race ahead of the session fully initializing. Add a small delay or wait for the session event confirm before pushing the first message. Also verify your session_id is being replaced correctly and not sent as a literal string {{session_id}}. That causes the same drop.
2 Likes
The problem here is the payload structure. you can’t just append. the api replaces the whole list.
{“error”: “Invalid skill assignment”}
send the full array or you lose skills.
1 Like
timestamp fix worked. connection stays open now.