We’re running Genesys Cloud v34.2.0 with the Headless SDK 11.4.2 for the real-time messaging dashboard. The WebSocket connection to the Notification API drops every 60 to 90 seconds under heavy load. The topic subscription for wem:session:updated fails to re-register when the socket tears down. Event ordering gets completely scrambled during the reconnect window. Missed state updates pile up and the UI displays agents handling conversations that already closed.
The environment sits in the US East region. Architect flows route roughly 120 concurrent WEM sessions per queue. A data action pushes session state changes to an external PostgreSQL instance via a REST call. That endpoint latency sits around 450ms. The WebSocket handshake succeeds on reconnect, but the subscribe payload returns a 403 Forbidden on the second attempt.
[Screenshot of the network tab showing the 403 on w1.services.genesys.cloud/api/v2/notifications/topics]
The client-side reconnection handler waits 2 seconds before retrying. That delay was supposed to prevent throttling. It’s doing jack all. The subscription queue empties out and the event stream stalls for about 8 seconds. Performance metrics show the main thread blocking during the re-subscription phase. Memory usage climbs to 68MB before the garbage collector kicks in.
Are the topic subscription limits tied to the WebSocket session ID or the user token? If the token refreshes mid-reconnect, does the old subscription context get invalidated automatically? The documentation mentions a maxSubscriptions parameter, but that applies to the initial connection window.
The error payload looks like this:
{
"code": "Forbidden",
"message": "Topic subscription limit exceeded or invalid session context",
"status": 403,
"details": {
"topic": "wem:session:updated",
"subscriptionId": "sub_8f4a2c91",
"reconnectAttempt": 2,
"timestamp": "2024-05-14T14:22:09.441Z"
}
}