Ran into a weird issue today with our Architect IVR flow when transferring calls to agents. We are migrating from Zendesk, where this was just a simple ticket assignment, but GC is returning a 403 Forbidden error on the Transfer to Queue block. The queue exists, and agents are logged in, yet the call drops immediately.
- Verified queue membership and agent availability in the Admin console.
- Checked the
POST /api/v2/architect/flows response for syntax errors, but the flow validates successfully.
Any ideas on what permissions might be missing?
The root of the issue is likely a permissions mismatch in the flow definition, not the queue status.
Cause:
When migrating from Zendesk, the new Architect flow might be running under a system user or context that lacks the specific routing:queue:view or routing:queue:add permissions required for the transfer block. Genesys Cloud enforces strict RBAC on API calls triggered by flows. If the flow owner or the implicit execution context does not have these rights, the platform returns a 403 Forbidden, even if agents are present. This often happens when importing flows from other environments without re-authorizing the execution context.
Solution:
Check the flow settings in Architect. Ensure the flow is assigned to a user or group with sufficient routing permissions. You can test this by running a simple JMeter script against the /api/v2/architect/flows endpoint to validate the flow status and permissions. Add a script node before the transfer to log the user context. If the context is empty, assign the flow to a specific admin user for testing. Verify the queue ID in the transfer block matches exactly. This usually resolves the 403 error in migration scenarios.