POST /api/v2/conversations/calls failing with 400 on agentId validation

NICE CXone API & Integrations
1

Getting a 400 Bad Request when trying to initiate an outbound call on behalf of an agent. The payload looks standard, but the error message is vague: Validation failed for object 'conversation'. List of failures: 'agentId' must be a valid agent ID.

Here’s the JSON body I’m sending:

{
 "to": [{"phoneNumber": "+61298765432"}],
 "from": {"phoneNumber": "+61212345678"},
 "agentId": "5f9c8b7a-1234-5678-9abc-def012345678",
 "type": "voice"
}

I’ve double-checked the agentId against /api/v2/users/me and it matches exactly. The agent is currently online and set to ‘Available’. I’m using a service account token with conversation:read and conversation:write scopes.

Tried swapping the token for a user token with the same result. The endpoint is definitely POST /api/v2/conversations/calls. Is there a specific permission on the user profile or routing profile that blocks API-initiated calls? Or is the agentId format different for this endpoint than the user ID?

Checked the debug logs on the Genesys side. Nothing jumps out. Just the validation failure.

1 Like
2

The docs state: “The agentId must be a valid UUID of an active user in the organization.” Your ID looks truncated in the snippet. Verify the full UUID in the payload and ensure the user has the callCenter:all permission.

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