Unable to maintain a websocket session on particular domain - immediately receive EOS when socket open

4 Comments

  • Jed Robertson
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    One thing that just occurred to me is that two things happened to the agent that the bot impersonates today:

    - The agent was switched to Google SSO (previously just default Zendesk login).

    - We briefly logged into the agent's chat interface, but then signed out (not sure if this could cause concurrent session issues or something?) 

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  • Bryan - Community Manager
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    Hi Jed Robertson — I'd say either of those sound suspicious. Concurrent chat agent logins should be avoided. You ideally want a dedicated agent account that will be used for the chatbot. A chatbot session is just like a live agent with all the same limitations; it still just gets and sends messages in the end.

    I would test and make sure the access token created can successfully be used to make Chat API calls (using, say, Postman) and also make sure the agent the access token was created under is not logged in under another session.

    In addition, check and see if any IP allow lists were modified that might be blocking a connection.

    Here's another community thread that might be worth looking through for other ideas as well: https://support.zendesk.com/hc/en-us/community/posts/360035292813-Chat-Conversation-API-Error-concurrent-session-limit-reached

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  • Jed Robertson
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    Hi Bryan,

    We do avoid concurrent logins, had to do it in this case to issue a new API key pair. We issued a new API pair and deleted the old one to make sure that no other app could be using that agent.

    Good idea to check the token. All seems fine, I can access other APIs, do things like view agents, routing settings, etc, etc.

    As I mentioned, did some things such as deleting the old key pair to make sure the session wasn't open from somewhere else. I also see that the agent is offline - indicating to me that no other session is connected?

    IP allow lists are all good.

    Note that unlike in the other thread, I have not seen a

    "reason": "concurrent session limit reached",

    just the unexpected session state error.

    Thanks for looking into this, any idea where to from here?

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  • Bryan - Community Manager
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    Hi Jed. Thank you for getting back with that additional information. There's something that's closing the connection and it's not clear what. Please contact Zendesk Customer Support directly. You can reference this post to help bypass answering the same questions again.

    Given how the same code is working on another account and this was working and suddenly stopped on the problem account, it does seem account specific, which will require investigation beyond what can be done in the community here. Sorry we couldn't make more progress on this.

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