Hey folks,
I’m trying to build a small tool to help our team initiate outbound calls on behalf of specific agents. We are currently hitting a wall with the Genesys Cloud API. The goal is to use the POST /api/v2/conversations/calls endpoint to create a call where the agent is the caller.
Here is the JSON payload I am sending in the request body:
{
"to": {
"phoneNumber": "+15551234567"
},
"from": {
"phoneNumber": "+15559876543"
},
"routing": {
"type": "user",
"userId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
}
}
The userId corresponds to an active agent in our Chicago queue. I have verified that the user is available and not on a break. The API application has the call:write and conversation:write permissions enabled in the Developer Portal.
When I send this request via Postman using a bearer token generated from our service account, I get a 403 Forbidden response. The error message is quite generic:
{"code":"forbidden","message":"You do not have permission to perform this operation."}
I’ve checked the permissions on the service account again. It has the “Administrator” role assigned. I also tried adding the call:transfer permission just in case, but that didn’t change anything. The documentation for this endpoint isn’t super detailed about what specific permissions are needed beyond the basic ones.
Is there a specific capability or role permission I am missing? Or maybe the routing.type needs to be something other than user? I’ve looked at the examples in the docs, but they don’t seem to cover this specific use case of initiating a call for another user programmatically.
Any help would be appreciated. I’m stuck on this for a couple of days now.