Outbound Campaign 403: Zendesk List Import vs GC Predictive Routing

General Discussion
1

Looking for advice on mapping Zendesk ticket lists to Genesys Cloud predictive outbound campaigns.

Migrating from Zendesk where CSV imports were straightforward, but Genesys Cloud returns a 403 Forbidden on POST /api/v2/outbound/campaigns when assigning a newly created contact list. The list validates fine via /api/v2/outbound/contacts, yet the campaign creation fails with error code INSUFFICIENT_PERMISSIONS. We are using the default Outbound Manager role. In Zendesk, tags handled this segmentation, but GC requires specific list permissions. Is there a missing admin config step for the contact list scope?

2

This is caused by a mismatch between the default Outbound Manager role’s implicit permissions and the specific resource ownership rules enforced when binding contact lists to predictive campaigns. The 403 Forbidden error with INSUFFICIENT_PERMISSIONS indicates that while the user can view or create contacts, they lack the explicit outbound.campaign.write permission scoped to the specific organization or team context where the list resides.

Cause:
The default outboundmanager role often grants broad read/write access to contacts but restricts campaign creation if the contact list is owned by a different team or if the API token lacks the outbound:campaign:write scope. When migrating from Zendesk, the assumption that tags equate to direct list assignment fails because Genesys Cloud enforces stricter RBAC (Role-Based Access Control) on outbound resources. The API validates not just the list existence but the caller’s authority to modify the campaign’s target configuration.

Solution:

  1. Verify the API token or user account has the outbound:campaign:write permission. If using an OAuth token, ensure the scope includes outbound.
  2. Check the contact list’s teamId. If the list is assigned to a specific team, the user creating the campaign must be a member of that team or have an admin role that overrides team restrictions.
  3. Use the following curl command to test permissions directly:
curl -X GET "https://mycompany.mygenesiscustomer.com/api/v2/outbound/campaigns" \
 -H "Authorization: Bearer YOUR_TOKEN" \
 -H "Content-Type: application/json"

If this returns 403, the token lacks campaign access. If it returns a list, the issue is likely team-specific. Assign the outboundmanager role to a team that matches the contact list’s ownership, or use an admin account to create the initial campaign. For bulk migrations, consider using the outbound:contact:write and outbound:campaign:write scopes explicitly in your service account configuration to avoid role inheritance issues.