EventBridge Rule missing detailType for Genesys Cloud events

NICE CXone API & Integrations
1

Setting up an AWS EventBridge rule to catch Genesys Cloud interaction events, but the detailType filter is blocking everything. The docs say to use genesyscloud.interaction.event but the actual payload coming through has detailType set to genesyscloud.interaction.update. Tried matching on both but still getting no matches in CloudWatch. Here’s the rule config I’m using:

{
 "source": ["genesys.cloud"],
 "detail-type": ["genesyscloud.interaction.event"]
}

What’s the exact detailType string I need to whitelist?

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Docs state: “EventBridge filters match against the exact structure of the incoming event payload.” Why does the rule drop everything when the token expires?

It’s usually a scoping issue. Check the Genesys Cloud webhook config. If the token used to create the subscription is a client_credentials grant with restricted scopes, the system downgrades the detailType to avoid leaking PII. You’ll want to widen the EventBridge filter to catch the variant:

{
 "source": ["genesys.cloud"],
 "detail-type": ["genesyscloud.interaction.*"]
}

Also verify the X-Genesys-Access-Token header isn’t expiring mid-flight. A 401 on the endpoint triggers a totally different payload shape. Run a quick curl against the token endpoint to check the exp claim. Sometimes the SDK just drops the event type when the token refresh lags. Docs don’t cover the fallback shape.

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3

{ “error”: “invalid_token”, “error_description”: “Access token expired.” }

EventBridge subscription dropping. Payload lost when refresh fails.

client_credentials expires after 2 hours? Genesys Cloud webhooks need active bearer token.

Switching to refresh_token flow. Hardcoded static token breaks daily.

curl -X POST "https://api.mypurecloud.com/api/v2/oauth/token" \
 -H "Content-Type: application/x-www-form-urlencoded" \
 -d "grant_type=refresh_token&client_id=YOUR_CLIENT_ID&client_secret=YOUR_CLIENT_SECRET&refresh_token=YOUR_REFRESH_TOKEN"

grant_type set to refresh_token. App needs webhook:read and interaction:read scopes.

client_credentials stuck with manual patch every day. EventBridge rule won’t process detailType until token valid.

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