Stuck on a problem and need help troubleshooting a specific issue with the Screen Recording API during our Zendesk to Genesys Cloud migration. We are trying to replicate a Zendesk macro that automatically starts a screen recording when a high-priority ticket is created. In Genesys Cloud, we are using a Data Action to call the /api/v2/interactions/{interactionId}/recordings endpoint. The goal is to map the legacy Zendesk ticket ID to the Genesys Cloud interaction ID and trigger the recording.
The problem is that we are getting a 400 Bad Request error with the message Invalid interaction state. We are using the latest version of the Genesys Cloud API SDK. Here is the payload we are sending:
{
"interactionId": "12345678-1234-1234-1234-123456789012",
"recordingType": "SCREEN",
"startTime": "2023-10-01T10:00:00.000Z"
}
We have verified that the interaction ID is correct and the interaction is in an ACTIVE state. Is there a specific interaction state required for screen recording to be initiated? Or is there a different approach to map Zendesk macro triggers to Genesys Cloud screen recording events? Any insights would be greatly appreciated.