Messages are not getting received at customer side

Akhil070 · September 28, 2021, 12:05pm

Hello Team,

We are facing a problem with chat bot integrated with widget though deployment id and queue address is correct, that agent is able to get the messages from customer but customer is not receiving the messages from agent.

api using : https://api.mypurecloud.jp/api/v2/webchat/guest/conversations

we are looking for solution.

Thanks in Advance.

Regards,
Akhil Angara

Jerome.Saint-Marc · September 28, 2021, 1:17pm

Hello,

Messages from Genesys Cloud (Workflow, agent) to the Customer are carried over the Guest Chat WebSocket.
On each message from an agent, you will get a "message" event (metadata.type = "message") on the WebSocket.
So if you are properly maintaining the websocket connected, you should catch them on the WebSocket.
See here for info on the message event.

Regards,

Akhil070 · October 18, 2021, 1:10pm

Hello Team,

I have a query with webchat, that chat is not triggering to agent and the web socket behavior is observed with the below events.
We have only one agent assigned queue but we can see different member id's in events.
Please Help me with this.

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.messages","version":"2","eventBody":{"id":"dd5967d0-308d-4928-9e16-91f90bfe8cc2","conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"sender":{"id":"7b414dc4-ff09-45bd-8684-c1525c6ee9d2"},"body":"","bodyType":"member-join","timestamp":"2021-10-18T13:02:27.076Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"message"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.messages","version":"2","eventBody":{"id":"b1c7d827-85da-4cbc-9590-8ff3888b8777","conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"sender":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad"},"body":"","bodyType":"member-join","timestamp":"2021-10-18T13:02:27.076Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"message"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.members","version":"2","eventBody":{"conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"member":{"id":"7b414dc4-ff09-45bd-8684-c1525c6ee9d2","state":"CONNECTED"},"timestamp":"2021-10-18T13:02:27.089Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"member-change"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.members","version":"2","eventBody":{"conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"member":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad","state":"CONNECTED"},"timestamp":"2021-10-18T13:02:27.139Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"member-change"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.messages","version":"2","eventBody":{"id":"d8802c4d-352f-4051-9487-a6aa72a1db81","conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"sender":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad"},"body":"Welcome to cexlab","bodyType":"notice","timestamp":"2021-10-18T13:02:27.371Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"message"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.messages","version":"2","eventBody":{"id":"a5ffe482-ebb6-47b4-9e14-43b4e91b4de0","conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"sender":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad"},"body":"","bodyType":"member-leave","timestamp":"2021-10-18T13:02:27.550Z"},"metadata":{"CorrelationId":"1960a8d0-5ba4-479b-a4ea-c02aa2de370e","type":"message"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.messages","version":"2","eventBody":{"id":"0d31bfc2-725b-4f65-9953-700f9bce69dd","conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"sender":{"id":"9c8c1c35-3b8d-4434-bd4a-8e4e1de09f13"},"body":"","bodyType":"member-join","timestamp":"2021-10-18T13:02:27.550Z"},"metadata":{"CorrelationId":"1960a8d0-5ba4-479b-a4ea-c02aa2de370e","type":"message"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.members","version":"2","eventBody":{"conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"member":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad","state":"DISCONNECTED"},"timestamp":"2021-10-18T13:02:27.556Z"},"metadata":{"CorrelationId":"1960a8d0-5ba4-479b-a4ea-c02aa2de370e","type":"member-change"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.members","version":"2","eventBody":{"conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"member":{"id":"9c8c1c35-3b8d-4434-bd4a-8e4e1de09f13","state":"CONNECTED"},"timestamp":"2021-10-18T13:02:27.597Z"},"metadata":{"CorrelationId":"1960a8d0-5ba4-479b-a4ea-c02aa2de370e","type":"member-change"}}

{"topicName":"v2.conversations.chats.4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd.members","version":"2","eventBody":{"conversation":{"id":"4298c4d2-957c-4a1c-b3fa-bb51e7fd50fd"},"member":{"id":"d7a1667e-0e4a-4d3c-a3d4-d7f90c274dad","state":"DISCONNECTED"},"timestamp":"2021-10-18T13:02:27.556Z"},"metadata":{"CorrelationId":"d1ad50b7-b38b-72c5-d61e-02d4eb825b16","type":"member-change"}}

{"topicName": "channel.metadata", "eventBody": {"message": "WebSocket Heartbeat"}}

tim.smith · October 19, 2021, 4:22pm

I'm not able to say what's going wrong just from those events. It looks like two participants are joining, but it's highly suspicious that all of this is happening in about half a second. If you've reviewed your code and you're sure you've implemented it per the documentation, please open a case with Genesys Cloud Care to investigate further.

system · November 19, 2021, 4:22pm

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