We’ve built a custom agent desktop widget that tracks active Web Messaging sessions for our QA team. The goal is to allow supervisors to forcibly end a chat session from the backend when specific compliance triggers are hit. I’m trying to use the POST /api/v2/webmessaging/sessions/{sessionId}/close endpoint to achieve this.
Here’s the setup. I’m using the Node.js SDK to generate an OAuth token using Client Credentials flow. The token is valid for the webmessaging:session:write scope. I can successfully fetch session details using GET /api/v2/webmessaging/sessions/{sessionId} with the same token, so authentication isn’t the issue. The problem arises when I attempt the POST request to close the session.
const response = await fetch(`https://{{myorg}}.mygenesyscloud.com/api/v2/webmessaging/sessions/${sessionId}/close`, {
method: 'POST',
headers: {
'Authorization': `Bearer ${token}`,
'Content-Type': 'application/json'
},
body: JSON.stringify({
reason: 'Compliance violation detected'
})
});
The response is a hard 403 Forbidden. The error body is just {"code":"forbidden","message":"Insufficient permissions"}. I’ve double-checked the role assigned to the service account. It has the Web Messaging Administrator role, which should grant full access to session management APIs. I’ve also tried using an access token generated from a user account with the same role, and the result is identical.
I’ve searched the API docs and the forum, but I haven’t found any mention of a separate permission or a different endpoint for closing sessions programmatically. Is there a specific scope I’m missing? Or is this endpoint simply not available for programmatic closure from the backend? We’ve also tried sending a close command via the WebSocket connection, but that requires the client-side SDK to handle it, which we can’t control in this scenario. Any insights would be appreciated.