Hi everyone! I am currently helping a client migrate their digital support stack from Zendesk to Genesys Cloud. In Zendesk, we used to rely on simple keyword matching for our chat bots, which was straightforward. Now, I am trying to replicate a quality assurance workflow where agents must record their screen when handling high-value tickets.
In Zendesk, we just had a browser extension that started recording on ticket creation. In Genesys Cloud, I am trying to use the Architect flow to trigger a ScreenRecordingStart action. I have set up the flow with a Start Screen Recording step, but I am getting a 403 Forbidden error in the flow execution logs. The error message says: User does not have permission to initiate screen recording.
I have checked the user roles in GC, and the agents have the Screen Recording capability enabled under Security > Roles. I also enabled the Screen Recording app in the Admin > Apps section. The error occurs specifically when the flow tries to execute the action, not when the agent logs in. The API endpoint being called seems to be /api/v2/screenrecordings.
Is there a specific permission or setting I am missing? In Zendesk, permissions were much simpler. I want to ensure this migration step works smoothly before going live. Any help would be appreciated!