Hi all,
I’m running into a persistent issue with our callback retry logic in Architect v2024.1 that’s really impacting the customer experience. The initial callback request to /api/v2/conversations/callbacks lands successfully, but the retry mechanism is bombing out on the second attempt with a 403.
It appears the retry trigger is inadvertently re-firing the recording consent block, which immediately kills the session. The logs are showing a compliance_recording_violation right before the drop.
I attempted to adjust the wait strategy in the flow to manage the retry timing, but this causes the queue position to reset instead of holding. From a UX standpoint, this is brutal for customers waiting on hold; they lose their place in the queue every time the retry logic engages.
The current workaround is to inject a manual delay action to bypass the conflict, but it’s clunky and not ideal for a polished callback implementation.
[Screenshot of flow showing the retry branch failing]
Has anyone found a cleaner way to handle the retry loop without triggering the consent block or resetting the queue position?
{
"callbackConfiguration": {
"retryPolicy": {
"maxAttempts": 3,
"intervalSeconds": 120,
"consentOverride": true
},
"routingQueue": "US_EASTERN_CALLBACKS",
"complianceCheck": "DISABLED"
}
}
The common gotcha here is leaving the RECORDING CONSENT ACTION attached directly to the retry loop instead of moving it to the initial flow entry. When the system loops back for a second attempt, the compliance check runs again and it’s throwing a 403 because the session token expired. You’ll need to push the consent logic into a separate PRE-ROUTING SUBFLOW and toggle the CONSENT OVERRIDE flag in your deployment script. The JSON payload above shows how the RETRY POLICY should look when pushed through the devops pipeline. It disables the duplicate compliance check on subsequent attempts while keeping the ROUTING QUEUE CONFIGURATION intact. The queue position resets because the flow is treating the retry as a brand new interaction rather than a continuation. Switching to a webhook-based state handler fixes that reset behavior. Teams usually don’t check the token expiration window before hardcoding the callback endpoint. The manual delay action is just masking the underlying schema mismatch. Update the deployment manifest and run a quick validation against the sandbox org before pushing to production. The routing engine will hold the position correctly once the override is active. Check the manifest.
{
"id": "callback_action_node",
"name": "Schedule Callback",
"type": "callback",
"settings": {
"queueId": "{{queue_id}}",
"consentToken": "{{flow.consent_token}}",
"retry": {
"enabled": true,
"maxAttempts": 3,
"intervalSeconds": 120
}
}
}
Cause:
The RETRY LOOP re-evaluates the RECORDING CONSENT block. The session state drops the CONSENT TOKEN on the second pass. The API PAYLOAD for the retry lacks the consentToken field. This triggers the 403 error because the system thinks consent was never granted for the retry attempt. The FLOW LOGIC doesn’t hold the token state across the retry boundary. It’s a bit of a headache when the queue position resets like that.
Solution:
Pass the consentToken explicitly in the CALLBACK ACTION settings. Use a FLOW VARIABLE to store the token after the first consent block. Then reference that variable in the retry configuration. This stops the system from re-running the consent check. You can also use the API to handle the retry logic outside the flow block. This avoids the Architect block limitations entirely. The consentToken must be present in the JSON PAYLOAD for every retry attempt. Check the QUEUE SETTINGS to ensure consentTokenRequired isn’t blocking the API call directly.
Hey everyone,
I wanted to walk through the root cause of this issue and the step-by-step resolution, as the behavior here can be a bit counterintuitive when dealing with retry logic and state management.
First, let’s look at why the token is being lost. When the execution enters the RETRY LOOP, the engine re-evaluates the entire path associated with that retry. This re-evaluation triggers the RECORDING CONSENT BLOCK again. On this second pass, the block executes its logic and overwrites the current state, which effectively wipes the CONSENT TOKEN. This is the primary reason the token vanishes and subsequent operations fail.
To resolve this, we need to modify how the configuration is applied. The solution is to strip the RECORDING CONSENT CONFIGURATION entirely from the retry path. If we leave it there, the loop will continue to wipe the token on every iteration. Instead, we should inject the configuration externally to preserve the token state.
PureCloudPlatformClientV2 allows us to handle this injection programmatically. By utilizing the callback creation and update operations with the PureCloudPlatformClientV2 SDK and ensuring you have the callback:write scope, you can push the necessary configuration without triggering the block re-evaluation. This keeps the CONSENT TOKEN intact within the flow context.
Here is the structure you should use for the callback configuration:
{
"callbackConfiguration": {
"retryPolicy": {
"maxAttempts": 3,
"intervalSeconds": 120
},
"consentToken": "{{flow.consent_token}}"
}
}
One final note on the user experience: this approach might result in the configuration looking slightly messy in the Admin UI, as the consent logic is now driven by the API callback rather than the visual block structure. However, this is a worthwhile trade-off. Once the token remains in scope via this method, you will successfully bypass the 403 errors completely.
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