fix(conversations): back off support widget polling to stop starving … - #4704
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veryayskiy merged 5 commits intoSep 1, 2026
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Replay incident risk checkThis diff touches code involved in past incidents. This is a heads-up, not a verdict: read the matched sections of INCIDENTS.md and answer their review questions before merging. For a judgment on whether this diff has the same failure mode, run the |
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Prompt To Fix All With AI### Issue 1
packages/browser/src/extensions/conversations/external/index.tsx:172-175
**Online reset retains backoff timer**
When a 429 schedules a long timeout and the browser subsequently emits `online`, `_onOnline` clears the failure streak without replacing the pending timeout, causing messages and unread state to remain stale for up to the remainder of the one-minute delay.
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For each issue above, determine whether it is valid and should be fixed. If so, fix it directly.Reviews (1): Last reviewed commit: "fix(conversations): back off support wid..." | Re-trigger Greptile |
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posthog-js Compliance ReportDate: 2026-09-01 07:54:02 UTC ✅ All Tests Passed!26/26 tests passed Capture Tests✅ 26/26 tests passed View Details
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Size Change: +804 B (0%) Total Size: 20.7 MB 📦 View Changed
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dustinbyrne
approved these changes
Aug 31, 2026
…o-stop-starving-sends Co-authored-by: Cursor <cursoragent@cursor.com>
veryayskiy
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September 1, 2026 07:43
veryayskiy
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September 1, 2026 07:52
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Problem
Visitors writing in the support widget can hit "Too many requests" (429) and the message never sends. Idle widgets poll the ticket/message endpoints every 5s regardless of whether anyone opened a conversation, and those polls compete with everyone else's for the shared team budget — so page views exhaust it before a visitor can send.
This is the client-side companion to PostHog/posthog#91627, which split the server budget so polls and sends no longer share one cap. Here we cut the polling load the widget generates in the first place.
Changes
Reworked the conversations poll loop (
packages/browser/src/extensions/conversations/external/index.tsx) from a fixed 5ssetIntervalinto a self-scheduling loop whose cadence adapts:onlineevent. (We don't readRetry-After— the browser request layer doesn't surface response headers; this is a self-contained backoff.)A generation counter guards the loop so a stop-then-start (e.g. rapid open/close) while a poll is in flight can never leave two loops running, and a stray poll error can't wedge it.
Note: keeping
widget_session_idon identity requests was intentionally left out of this PR.Release info Sub-libraries affected
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