- Environment: Genesys Cloud v2024.07
- Integration Type: AppFoundry Premium App
- Auth Flow: PKCE with refresh tokens
- SDK: @genesyscloud/webmessaging-sdk v1.2.0
- Timezone: America/Los_Angeles
Why does this setting cause intermittent 401 Unauthorized errors during token refresh?
Our partner application manages workforce data across multiple tenant organizations using a centralized service account. The initial authorization via PKCE completes successfully. Access tokens are valid for the expected duration. However, when the background job attempts to refresh the token for secondary orgs, the /oauth/token endpoint returns a 401 response with the message “invalid_grant: Refresh token has been revoked or expired prematurely.”
This behavior is inconsistent. Some orgs refresh correctly. Others fail after approximately 24 hours. We are not hitting rate limits on the /api/v2/oauth/token endpoint. The refresh tokens appear valid in the developer console. The issue persists even after re-authorizing the client application.
We suspect this relates to how Genesys Cloud handles refresh token rotation for multi-tenant service accounts. Is there a specific configuration in the AppFoundry console that prevents automatic token rotation for secondary orgs? Or is this a known limitation with the current OAuth implementation for bulk agent operations? We need a reliable method to maintain long-running sessions for our data synchronization service without manual re-authorization.