Canada socket connect error when using web messaging guest API

Web Messaging
1

My website serves other countries such as USA and CAN users. I'm using the Web Messaging Guest API for customer service and user chat. Recently, from the request, I found that the CAN user's connection to the Web Messaging socket is easy to disconnect for the first time. I suspect it is a socket connection problem, because I saw from this document (https://developer.genesys.cloud/commdigital/digital/webmessaging/websocketapi#connecting) that Canada needs to use a different socket address, and currently I always use US. East (Virginia) socket address.
So I adjusted the javascript code to use the Canada (Central) socket address for Canadian users. Since I am not in Canada, I used a proxy network to test my modified code.
The problem currently encountered is that the Canada (Central) socket address cannot be connected. I can confirm there are no issues with my network as I can open web addresses (google, YouTube, etc.).
The error looks like this:

cansocketerror
cansocketerror1443×420 27.4 KB

my question is:

  1. Are there certain configuration items, such as deploymentId, that restrict the use of Socket addresses?
  2. Do you have any other suggestions so that I can troubleshoot the problem?
2

Hi - for clarity: on which region is your GC Org located? You should be using that same region for Guest API connection via WSS, regardless of where your End-User client is browsing from. Is your GC Org based in Canada (Central)?

3

Sorry, I looked at the document again, and I did understand it wrong. My organizational structure is located in the USA.
But my users do have network problems in CAN. I have a retry mechanism. Does this retry require a certain interval?

4

Hard to comment why Canadian users would have network problems connecting to your US Org: would recommend to raise this via Genesys Care > Genesys Cloud Customer Care - Genesys Cloud Resource Center

5

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