EventBridge rule not firing for conversation events despite valid pattern

NICE CXone API & Integrations
1

Ran into a weird issue today with my EventBridge rule setup in Genesys Cloud. I have a simple PHP script using Guzzle to listen for conversation:created events, but the rule never triggers even though I’m seeing the events in the debug log. My event pattern JSON looks correct on paper:

{
 "source": ["genesyscloud"],
 "detail-type": ["Conversation Created"],
 "detail": {
 "event": ["conversation:created"]
 }
}

I’ve verified the OAuth token is valid and the webhook endpoint responds with a 200 OK to test events. The issue seems to be specifically with how the pattern matches the incoming payload structure. When I manually inspect the raw event data in the GC admin console, the detail object contains nested fields that don’t seem to align with my flat pattern definition. I’m wondering if I need to use a wildcard in the detail section or if there’s a specific attribute I’m missing that causes the rule to silently fail without returning an error code.

2

Make sure you check your OAuth scopes. The event:notification:view scope is mandatory for EventBridge rules to function, and missing it causes silent failures.

Verify your token has this scope by calling GET /api/v2/oauth/scopes with your current access token.

  1. Generate a new token with event:notification:view.
  2. Re-apply the rule configuration.
3

If I remember correctly, EventBridge is irrelevant here. You are building a listener, not a rule. Use the Notification API directly.

$ws = new Ratchet\Client\WebSocket($uri);
$ws->on('message', function (Message $msg) {
 echo $msg->getPayload();
});

Check your connection handshake. The pattern in your snippet is for AWS EventBridge, not Genesys WebSockets.

4

the documentation actually says you need event:notification:view. the scope issue is real, but don’t overcomplicate it with websockets unless you need real-time. for provisioning the rule itself, i use pulumi. here is the ts snippet to ensure the rule is active and scoped correctly in your stack.

const rule = new genesyscloud.eventweaverflow("myRule", {
 name: "conversation-created",
 enabled: true,
 eventPattern: { source: ["genesyscloud"] }
});
5

How I usually solve this is by bypassing the rule configuration entirely and hitting the Notification API directly. The EventBridge integration is often laggy and prone to silent failures when scope validation is strict. If you need real-time data for a screen pop or CRM overlay, WebSockets are the only reliable path. The suggestion above regarding event:notification:view is correct, but checking the token via GET /api/v2/oauth/scopes is a manual step that fails in automated pipelines. You need to ensure the scope is embedded in the initial OAuth token request.

  1. Generate a token with event:notification:view and routing:queue:read.
  2. Establish a WebSocket connection to wss://api.mypurecloud.com/api/v2/notifications.
  3. Subscribe to the conversation:created topic.

Here is the raw JSON payload for the subscription request. Note the topic field must match the event type exactly.

{
 "type": "subscribe",
 "topics": [
 "conversation:created"
 ]
}

If you are using PHP, stick to the Ratchet client as suggested. Do not use Guzzle for long-lived connections. It will timeout. The pattern you posted is for AWS EventBridge, which is a different service. Genesys Cloud uses its own notification engine. Verify your connection handshake returns a 101 Switching Protocols. If it returns 401, your scope is missing. If it returns 403, your division access is restricted. Check the raw JSON response for the error code. This approach is faster and more reliable than waiting for rule evaluation.