Notification API not firing for Predictive Routing events in custom desktop

Genesys Cloud Routing
1

Okay, so we’re seeing something really weird with the custom agent desktop we’re building. Sorry if this is a basic newbie question, I still get confused between “notifications” and “events” sometimes, it’s all a bit confusing. We’ve got a React frontend using the Embeddable Framework v1.2.0 and we’re trying to update the UI the second a predictive routing match happens.

The logic is basically to open a specific knowledge base tab for the agent to help with the interaction. We’ve already set up the channel via POST /api/v2/notifications/channels and we’re subscribed to the routing topics, but the UI just isn’t updating. It’s doing jack all when the interaction hits the agent.

We tried to check if the client app was even allowed to see these updates by calling GET /api/v2/integrations/clientapps, and everything looks fine there. The agent is active and the status is correct.

clientApp.notifications().subscribe('routing.interactions.predictive', (event) => {
 console.log('Predictive event received:', event);
 updateAgentWorkspace(event.interactionId);
});

The console stays empty. No error, no 403, just silence. We’ve checked the Architect flow and the predictive routing is definitely enabled for the queue.

1 Like
2

Fun one today. This usually happens because of a mismatch between the Notification topic and the actual event trigger. Predictive routing events don’t always fire through the standard interaction topics that people typically subscribe to when building custom desktops.

Cause:

The issue is likely a missing subscription to the specific topic that handles routing events. If the React frontend only listens for v2. puree.interactions, it’ll miss the predictive match notification entirely. It’s a common gap where the socket is open and valid, but the specific event stream isn’t piped into the channel.

Solution:

Verify the current subscriptions using the following endpoint to see if the routing topic is actually present:
GET /api/v2/notifications/channels/{channelId}/subscriptions

If it’s missing, add the required topic via a POST request:
POST /api/v2/notifications/channels/{channelId}/subscriptions

{
 "subscriptions": [
 {
 "topic": "v2.predictiveRouting.match",
 "eventType": "routingMatch"
 }
 ]
}

The frontend should then pick up the event immediately. Small thing, but it makes all the difference.

3

That fix worked. I switched the notification topic and now the UI updates immediately, sorry I missed that part of the docs.

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