Struggling to figure out why our AppFoundry integration triggers 429 errors on /api/v2/predictiverouting/outboundcampaigns during peak load. We are using platform_api with multi-org OAuth, but rate limits seem to aggregate unexpectedly across tenants.
The root cause here is the rate limit counters aggregating at the platform level rather than the individual organization level when using a shared OAuth client for multi-tenant access. The system treats all requests from that client ID as a single traffic stream, regardless of the target org context.
Error 429: Too Many Requests. Retry-After: 60. Scope: platform_api. Client: appfoundry_multi_tenant.
The documentation indicates that Predictive Routing endpoints have stricter throttling than standard performance metrics. When the AppFoundry integration uses a single token for multiple organizations, the request volume from each tenant sums up against one global limit. To resolve this, the integration logic must separate the OAuth tokens per organization.
Configure distinct OAuth clients for each tenant in the AppFoundry settings. This ensures that the rate limit counter resets independently for each organization.
oauth_config:
tenant_a:
client_id: "client_id_a"
token_endpoint: "https://api.mypurecloud.com/oauth/token"
tenant_b:
client_id: "client_id_b"
token_endpoint: "https://api.mypurecloud.com/oauth/token"
By isolating the credentials, the exponential backoff logic will only apply to the specific tenant hitting its limit, not the entire platform. This approach aligns with the standard enterprise practice for managing high-volume API interactions in multi-tenant environments. The throughput should stabilize once the requests are distributed across separate limit buckets.
Pretty sure the aggregation issue stems from how the platform interprets the OAuth client ID in multi-org contexts. When using a single platform_api token across tenants, the rate limiter doesn’t distinguish between organizations, effectively pooling all requests under one quota. This is particularly problematic for BYOC environments where trunk registration and predictive routing share underlying WebSocket resources.
To bypass this, switch to per-organization OAuth clients. Each tenant should have its own client ID, ensuring rate limits are isolated. Here is the adjusted configuration for the AppFoundry integration:
{
"integration": {
"type": "oauth2",
"multi_tenant": false,
"clients": [
{
"org_id": "org_1",
"client_id": "client_org1",
"client_secret": "***"
},
{
"org_id": "org_2",
"client_id": "client_org2",
"client_secret": "***"
}
]
}
}
This separation prevents cross-tenant throttling and aligns with how we manage SIP credentials across 15 regional trunks.