How to Set Up a WebSocket Connection

Akece allows you to establish real-time connections using the WebSocket protocol, enabling continuous data exchange between client and server. This feature is ideal for building custom integrations, such as real-time dashboards, mobile interfaces, and instant conversation updates.

Why Use WebSocket?

A WebSocket connection delivers real-time updates without requiring a page refresh. This results in a smoother user experience — especially useful in internal tools, mobile apps, or custom interfaces.

How to Establish a WebSocket Connection

The WebSocket URL for Akece follows this format:

wss://dash.akece.com/cable

To authenticate, you’ll need a corresponding PubSub token. There are two types:

User token: used by agents or admins. It can be obtained via the profile API.
Contact token: automatically generated when creating a contact via API. It is limited to that customer session.

Example Connection

const stringify = (payload = {}) => JSON.stringify(payload);

const pubSubToken = "<your-pubsub-token>";
const accountId = "<your-account-id>";
const userId = "<your-user-id>";

const connection = new WebSocket("wss://dash.akece.com/cable");

connection.send(
  stringify({
    command: "subscribe",
    identifier: stringify({
      channel: "RoomChannel",
      pubsub_token: pubSubToken,
      account_id: accountId,
      user_id: userId,
    }),
  })
);

Updating Presence Status

To maintain online presence status, send the following payload every 30 seconds:

For agents/admins:

const userPayload = stringify({
  command: "message",
  identifier: stringify({
    channel: "RoomChannel",
    pubsub_token: "<user-pubsub-token>",
    account_id: accountId,
    user_id: userId,
  }),
  data: stringify({ action: "update_presence" }),
});

connection.send(userPayload);

For contacts:

const contactPayload = stringify({
  command: "message",
  identifier: stringify({
    channel: "RoomChannel",
    pubsub_token: "<contact-pubsub-token>",
  }),
  data: stringify({ action: "update_presence" }),
});

connection.send(contactPayload);

Supported Event Types

You’ll receive real-time events as interactions happen on the platform. Here are some of the key event types:

conversation.created – a new conversation has started
message.created – a new message was received
message.updated – a message was edited
conversation.status_changed – conversation status was updated
conversation.typing_on / typing_off – typing indicators
contact.updated – contact information changed
presence.update – online/offline status update
notification_created – a new notification was triggered

These events can be used to build dynamic interfaces, automated flows, or custom dashboards.

Need help integrating with WebSocket?
📩 [email protected] | 📱 @akece.ai

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