Unable to close an interaction using the Web Messaging Websocket API

[wesleyfalcao]

I initiate a conversation into Genesys using the Web Messaging WebSocket API, and an agent picks up.

When the end user leaves the conversation, I want to be able to close the interaction (as is possible through the Web Chat Guest Chat API).

However, thus far I have been unsuccessful. I have tried both the End User clear conversation event (https://developer.genesys.cloud/commdigital/digital/webmessaging/websocketapi#end-user-clear-conversation-event) and the Closing all connections (https://developer.genesys.cloud/commdigital/digital/webmessaging/websocketapi#closing-all-connections) call.

The End User clear conversation event gives me

{"type":"response","class":"string","code":403,"body":" events are not supported","tracingId":"7505db3c-33b5-4a59-8d99-3430d94f60f8"}

The documentation says "End user clear conversation is not enabled by default. You may enable this feature within the messenger configuration."

And I have indeed enabled this in the messenger configuration

and also ensured that I have deployed this version in the Messenger Deployments.

So it's unclear to me what I am missing. I am operating under the assumption that if the clear event call works, then the interaction will get closed. If this is not true, please let me know.

[vpirat]

Hi,

Thanks for reaching out.

@wesleyfalcao

I initiate a conversation into Genesys using the Web Messaging WebSocket API, and an agent picks up.

How do you interact with the remote service ? Through SDK or your own build commands ?
It looks like that the Clear session message you sent is missing some data, which is the reason for being rejected.

Regards,
V.P.

[wesleyfalcao]

You are right. One of my field mappings for the websocket payload to Genesys was wrong. I was misled by the content of the error message that said "events are not supported". It should instead say something like "incorrect event format" or something like that.

Thanks.