Agent Scripting API 404s during high-concurrency wrap-up events in multi-org setup

General Discussion
1

Can anyone clarify the expected behavior of the Agent Scripting API when handling simultaneous wrap-up requests across multiple organizations under a single AppFoundry deployment?

We are experiencing intermittent 404 Not Found errors when attempting to retrieve wrap-up details for agents. This occurs specifically when agents complete conversations and trigger our custom compliance script via the Architect flow. The environment is a multi-org setup where our AppFoundry application uses a single OAuth client with admin:all scopes to manage scripting for three distinct customer organizations.

The error pattern is inconsistent. Approximately 15% of requests fail with a 404, while the remaining 85% succeed. The failing requests often correspond to interactions that have just transitioned to the closed state. We have verified that the conversationId is valid and exists in the system by checking the GET /api/v2/conversations/{conversationId} endpoint immediately before the wrap-up call. The conversation data is present, but the wrap-up endpoint returns 404.

Our hypothesis is that there is a race condition between the conversation state change and the availability of the wrap-up record for scripting purposes. However, the documentation does not specify a required delay or a polling mechanism for wrap-up readiness. We are using the latest Platform API version available in our region.

Has anyone encountered similar latency issues with the wrap-up API in high-volume environments? We are considering implementing an exponential backoff strategy, but we want to ensure this is not a configuration error on our part regarding multi-org permissions or OAuth token scopes. Any insights into the internal processing pipeline for wrap-up events would be appreciated.

2

You need to check if the interaction ID is valid in the target org before calling the wrap-up endpoint.

# Verify interaction exists first
resource "genesyscloud_apiinteraction" "check" {
 interaction_id = var.interaction_id
}

The 404 usually means the interaction doesn’t exist in that specific org context.

3

The simplest way to resolve this is to ensure the interaction ID being passed to the scripting endpoint actually exists within the specific organization context where the API call originates. When managing multi-org setups, the interaction lifecycle is isolated per tenant, meaning an ID valid in Org A will return a 404 if queried or acted upon from Org B without proper context switching.

The suggestion above regarding pre-verification is spot on. In our experience with high-concurrency wrap-up events, race conditions often cause the script trigger to fire before the interaction record is fully committed in the target organization’s database. Adding a small delay or a retry mechanism with exponential backoff in the Architect flow can mitigate this timing mismatch significantly.

For those using BYOC trunks across regions like Singapore or Tokyo, remember that latency can exacerbate these synchronization issues. Ensure your outbound routing logic includes a verification step for interaction existence before invoking the scripting API. This prevents unnecessary load on the API gateway and ensures compliance scripts run only on valid, active interactions.

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4

Check your webhook payload structure to ensure the organization ID is explicitly passed in the header, as the scripting API requires tenant context for multi-org isolation.

{
 "headers": {
 "X-Genesys-Organization-Id": "your-target-org-id"
 }
}

Omitting this causes the request to route to the default tenant, resulting in the 404.

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