Eventbridge rule for conversation events not firing - debugging pattern

NICE CXone API & Integrations
1

quick question about eventbridge event patterns for conversation events. i have a rule set up to trigger on genesyscloud.conversation.update but the lambda never fires.

the pattern looks correct based on the docs:

{
 "source": ["genesyscloud.conversation.update"],
 "detail-type": ["Conversation Event"],
 "detail": {
 "eventType": ["conversation.update"]
 }
}

i verified the event is being sent to eventbridge via the platform event stream config. the event payload in the cloudwatch logs shows:

{
 "id": "abc-123",
 "eventType": "conversation.update",
 "source": "genesyscloud.conversation.update",
 "detailType": "Conversation Event"
}

yet the rule matches nothing. i even tried a broad pattern with just the source but still no luck. is there a specific field i’m missing in the detail object? or is the source field case-sensitive in a way the docs don’t mention? i’m using the python sdk to verify the event stream config is active.

anyone else hit this wall?

2

Check your event source string; it is likely malformed.

  • The source field must be exactly com.genesys.cloud not the full event name.
  • Move conversation.update to the detail.eventType array as shown below.
{
 "source": ["com.genesys.cloud"],
 "detail-type": ["Conversation Event"],
 "detail": {
 "eventType": ["conversation.update"]
 }
}
3

The easiest fix here is this is to align the pattern with the actual EventBridge schema. The source is always com.genesys.cloud, not the event name. Also, verify your IAM policy allows events:PutEvents for that specific rule. See the official docs here: https://developer.genesys.cloud/apidocs/events/eventbridge