Callback retries are bombing out on the second attempt with a 403 on the /api/v2/callbacks endpoint. The first try lands fine, but the retry logic triggers a recording consent block that kills the session. We’re running Architect v2024.1.
Tried adjusting the wait strategy in the flow, but the queue position resets instead of holding. The UX is brutal for customers waiting on hold.
Workaround is a manual delay action, but it’s clunky. [Screenshot of flow showing the retry branch failing]. Logs show compliance_recording_violation right before the drop.
{
"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.
Cause: The RETRY LOOP re-evaluates the RECORDING CONSENT BLOCK and wipes the CONSENT TOKEN on the second pass. Solution: Strip the RECORDING CONSENT CONFIGURATION from the retry path and inject it via the /api/v2/callbacks endpoint using PureCloudPlatformClientV2 with callback:write scope. Might look messy in the Admin UI, but you’ll bypass the 403 completely once the token stays in scope.
{
"callbackConfiguration": {
"retryPolicy": {
"maxAttempts": 3,
"intervalSeconds": 120
},
"consentToken": "{{flow.consent_token}}"
}
}