Genesys Cloud OAuth client division scoping for multi-tenant BPO access

NICE CXone API & Integrations
1

We’re building a custom embeddable client app for a multi-tenant BPO setup. Each tenant has its own division in Genesys Cloud, and we need the OAuth client to only access resources within the specific tenant’s division. The goal is to prevent cross-tenant data leakage.

I’ve created an OAuth client via the /api/v2/oauth/clients endpoint and set the divisions parameter in the request body like this:

{
 "name": "BPO Tenant 1 Client",
 "divisions": [
 {
 "id": "division-id-1",
 "name": "Tenant 1 Division"
 }
 ]
}

The client is created successfully, but when I try to fetch resources using the access token, I get a 403 Forbidden error for resources outside the specified division, which is expected. However, I’m also getting 403 errors for resources within the division, which shouldn’t happen.

I’ve verified that the access token is valid and has the correct scopes. I’ve also checked that the resources exist and are assigned to the correct division.

Has anyone else run into this issue? Is there something I’m missing in the OAuth client configuration or the way I’m making the API calls?

Here’s the API call I’m making:

GET /api/v2/users?divisionId=division-id-1

The response is:

{
 "errors": [
 {
 "code": "FORBIDDEN",
 "message": "You do not have permission to perform this action."
 }
 ]
}

Any insights would be appreciated.

2

Setting divisions on the OAuth client itself is a red herring. That field mainly controls where the client can be used for login, not necessarily the data isolation scope for API calls. You’re going to run into trouble if you rely on that alone.

The real fix is in the EmbeddableClientApp configuration when you initialize the SDK. You need to explicitly pass the divisionId in the config object. This forces the SDK to prepend ?divisionId= to relevant API calls, ensuring the session stays locked to that tenant’s context.

const clientApp = new EmbeddableClientApp({
 clientId: 'your-client-id',
 clientSecret: 'your-secret',
 loginUri: 'https://login.mypurecloud.com',
 config: {
 divisionId: 'tenant-1-division-id', // Critical for isolation
 language: 'en-gb'
 }
});

If you skip this, the SDK might default to the user’s primary division or worse, allow cross-division queries if the user has access. Double-check your user’s division memberships too. They need to be restricted to that specific division, or the OAuth token will carry broader permissions than you want.