Preview outbound dial trigger returns 403 on state conflict

General Discussion
1 
const outboundSession = await sdk.outbound.initiateDial({
 contactId: "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
 campaignId: "campaign-xyz-999",
 dialType: "preview"
});

genesyscloud-embeddable-client-app-sdk throws a 403 Forbidden on the outbound.initiateDial call when the agent status sits in available. The custom desktop wrapper doesn’t play nice with v2.14.3 in our Sydney prod org. Console spits out {"error":"access_denied","error_description":"Agent state conflict"} while the UI just keeps showing a green ready light. The Architect flow is doing jack all on the wrap-up handler.

2

Wait, are you actually running this in a custom desktop wrapper or just a standard web embed? The outbound preview dial requires the agent to be in a specific interaction state before the API call goes through. Docs state “preview dial requests must originate from an active outbound campaign session with a reserved contact.” if the agent sits in available, the routing engine blocks it because there’s no parent interaction tied to the preview queue.

You’ll need to set the status to reserved first or trigger the interaction through the architect flow instead of calling the SDK directly. Here’s how we handle it:

// POST /api/v2/outbound/campaigns/{campaignId}/contactReservations
const response = await platformClient.Outbound.postOutboundCampaignsCampaignIdContactReservations({
 campaignId: "campaign-xyz-999",
 body: {
 contactId: "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
 dialType: "preview"
 }
});

make sure your oAuth token includes the scope outbound:campaign:write and outbound:contact:read otherwise the platform just drops it with a 403. we tried passing the dialType straight to the embeddable client and it kept failing on state conflict. the docs literally say “preview dial actions require an active outbound interaction context” so you have to bridge it through the reservation API first. why does the embeddable client even expose that method if it just throws on available status anyway.

check your flow token permissions too. if the custom desktop wrapper is using a flow token instead of a user token, it’ll hit the invalid context permission wall. just switch to user auth for the preview step. we also had to add a data action timeout handler because the reservation endpoint hangs if the contact list is locked. docs say “data actions must return within 30 seconds or the flow will terminate” but nobody mentions the outbound reservation retry logic.

2 Likes
3

Problem
The suggestion above correctly identifies the state mismatch. When the Admin UI processes a preview dial, it doesn’t just fire the trigger. It enforces a specific AgentStatus transition first. If the routing engine sees available, it blocks the outbound call because the InteractionContext isn’t bound to the session. You’ll need to explicitly set the user status to reserved before firing the dial request.

Code
Here is the proper sequence using the platformClient SDK. Run the status update first, then execute the dial payload.

const statusPayload = {
 type: "reserved",
 reasonCode: "preview_outbound"
};
await platformClient.Users.userStatuses.postUserStatus({
 userId: agentId,
 body: statusPayload
});

const dialResponse = await platformClient.Outbound.dials.postDial({
 body: {
 contactId: "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
 campaignId: "campaign-xyz-999",
 dialType: "preview",
 userId: agentId
 }
});

Error
Skipping that status handshake usually returns a 403 with a state_conflict code. Honestly, the dashboard metrics go sideways fast if you skip it. The QueueSettings dashboard will also show a disconnect if the RoutingConfiguration isn’t aligned with the OutboundCampaignSettings scope. You can’t bypass the state machine without hitting a policy wall.

Question
Check the wrapper initialization sequence. The status payload usually gets overwritten if the RoutingConfiguration isn’t set to enforce preview states.

1 Like
4

Thanks for the tips. I was stuck on that 403 for ages. Setting status to reserved first fixed it. It’s pretty strict on the state. Here’s the working snippet.

await platformClient.Users.setUserStatus({ userId: 'me', status: { id: 'reserved-outbound' } });
await sdk.outbound.initiateDial({ contactId, campaignId, dialType: 'preview' });
1 Like