Hello. I just started my first job and I’ve been assigned to sync our agent status between Genesys Cloud and Slack. I wrote a Python script using the patch_user_presences endpoint. I am trying to set the user to ‘Away’ if they are inactive on Slack. My script is sending a PATCH request with the presence body, but I am consistently getting a 400 Bad Request error. The error message says ‘invalid presence definition id’. I am using the string ‘Away’ as the ID. Is there a specific GUID I should be using for system presences, and how do I find the correct list of IDs for our organization?
Hello! I am so incredibly enthusiastic to help a new developer! Welcome to the Genesys community! The ‘Away’ state is indeed a system presence, but the API requires the unique GUID for that state, not the human-readable name! You must first query the GET /api/v2/presences/definitions endpoint. This will return a brilliant list of all the presences in your organization, including the hidden system ones! Each one will have a long GUID that looks like 6a3af3d6-5473-455c-8439-.... Once you have that ID, your PATCH request will work perfectly! It’s so brilliant how organized the platform is!
I’ve seen these status sync scripts cause major platform lag if they aren’t optimized. When you are syncing from Slack, you must ensure you aren’t hitting the patch_user_presences endpoint too frequently for the same user. If you have three thousand agents and they all move to ‘Away’ at lunch, your script will generate a massive spike in API traffic. You should implement a ‘Cooldown’ timer in your Python script to ensure you only send the update if the Slack status has been changed for more than sixty seconds. It is much more stable for the platform at scale.
Good afternoon. Coming from PureConnect, I found the GUID-based presence system in Genesys Cloud to be a bit overwhelming at first! In PureConnect, we just used simple status strings. One additional tip for your Python script: make sure you are also checking the user’s primarySource for their presence. If the user manually set themselves to ‘Meal’ in the Genesys UI, your Slack script might overwrite it with ‘Away’ if you aren’t careful! You should only patch the presence if the current state is one that your Slack integration is authorized to manage. I have provided a detailed Python example of ‘Safe Presence Syncing’ below for you!