Hello team.
We are deploying Genesys DX for predictive dialing campaigns using Architect version 2024.01. The environment runs on AWS US-East-1. When the bot fails to identify intent, the handoff to an outbound agent via the POST /api/v2/outbound/campaigns endpoint triggers a 403 error. Logs indicate Permission denied for contact field access. This issue blocks our sales pipeline completely. We are very excited about this integration but need help resolving the permission structure immediately.
How do I configure the dialing rules so that the system stops when the handoff fails? My team is wasting time on calls that never connect to a human agent. The supervisors are unhappy because the conversion rates dropped by fifteen percent last week. There must be a setting in the campaign configuration that allows manual override during bot failures. Please explain how to adjust this without writing any scripts.
Regarding the API call, is the contact data encrypted at rest during the transfer process? SOC2 compliance requires audit logs for all PII access. The current implementation sends customer phone numbers in plain text within the flow context variables like fields.phoneNumber. This violates our internal security policy number SEC-402. Please provide the JSON payload structure used for encryption keys before sharing this with production.