How should I properly to transfer an active voice interaction to a specific target queue using the Genesys Cloud Conversations API? I am currently building a Ruby on Rails middleware service to handle complex IVR logic and require programmatic control over call routing. The service consumes webhooks from Genesys Cloud and uses Faraday to make authenticated HTTP requests back to the platform. I have successfully retrieved the active interaction object using the GET /api/v2/interactions/{id} endpoint and can identify the associated call leg. However, when I attempt to execute the transfer via a PATCH /api/v2/conversations/voice/{conversationId} request, I consistently receive a 400 Bad Request error. The response body indicates that the direction field is invalid or missing required attributes for the update action. I have tried setting the direction to outbound and providing the targetAddress as the queue URI, but the API rejects this payload structure. My current JSON payload looks like this: { "direction": "outbound", "targetAddress": "queue:v1:orgs:{orgId}:queues:{queueId}", "update": { "action": "transfer" } }. I suspect that the update block requires a specific actionId or that the targetAddress format is incorrect for a queue transfer versus an agent transfer. I am using the Genesys Cloud Ruby SDK for authentication but making raw HTTP requests for the conversation updates to have finer control over the payload. Could someone provide a working example of the exact JSON structure required in the PATCH body to successfully transfer a call to a queue? I need to ensure that the direction is set correctly and that the targetAddress points to the queue entity properly. I am running this in an Asia/Kolkata timezone, so time-based debugging is tricky, but the error is immediate upon request submission. Any insights into the correct schema for the update object would be appreciated.
I think the 400 error on directional updates usually stems from incorrect participant state handling or missing required fields in the to object during the transfer request. The spec requires the to address to be a valid queue URI (genesyscloud:queue:<queueId>) and the interaction state must be active. When using the Ruby SDK (pure_cloud_platform_client_v2), ensure you are using the UpdateInteractionParticipant endpoint correctly. The payload must include the to address and optionally from if updating the current leg. Also, verify that the interaction is not already in a closed or completed state. Here is a working example using the Ruby SDK:
require 'pure_cloud_platform_client_v2'
# Initialize the API client
api_instance = PureCloudPlatformClientV2::InteractionsApi.new
# Define the participant update payload
body = PureCloudPlatformClientV2::ParticipantPatchRequest.new({
to: PureCloudPlatformClientV2::Address.new({
address: 'genesyscloud:queue:your_queue_id_here',
address_type: 'queue'
}),
# Optional: specify the 'from' address if needed
# from: PureCloudPlatformClientV2::Address.new({ address: 'current_leg_address' })
})
begin
# Execute the transfer
api_instance.patch_interaction_participant(interaction_id, participant_id, body)
puts "Transfer initiated successfully."
rescue PureCloudPlatformClientV2::ApiError => e
puts "Exception when calling InteractionsApi->patch_interaction_participant: #{e}"
end
Double-check that the queueId in the to.address matches an existing queue in your organization. Also, ensure the OAuth token has the conversation:transfer scope. See this internal spec note for more details on payload structure.
Take a look at at the direction field in your payload. The 400 error often occurs when direction is missing or set incorrectly for a queue transfer. Ensure it is outbound and the to address follows the exact URI scheme.
{
"direction": "outbound",
"to": {
"uri": "genesyscloud:queue:YOUR_QUEUE_ID",
"address": {
"uri": "genesyscloud:queue:YOUR_QUEUE_ID",
"name": "Target Queue Name"
}
}
}You need to ensure your Faraday client sends the Content-Type: application/json header explicitly. The 400 often stems from the server misinterpreting the payload structure when defaults are used. Verify the JSON matches the UpdateInteractionAddress spec exactly.
Note: Ensure your OAuth token includes the interaction:modify scope.
have you tried validating the exact uri scheme in your faraday request body? i often see this 400 when the address object is malformed or missing the specific genesyscloud prefix. in my glue jobs, i pull interaction data to redshift and see similar failures when the transfer payload doesn’t match the spec exactly.
try this json structure for your update request. ensure the direction is outbound and the uri is correct.
{
“direction”: “outbound”,
“to”: {
“uri”: “genesyscloud:queue:your_queue_id”,
“address”: {
“uri”: “genesyscloud:queue:your_queue_id”
}
}
}
also check your oauth scope. you need interaction:modify. if you are using ruby sdk, check if the updateinteraction method handles the nested object correctly. i usually debug these by checking the analytics detail query for failed transfers. make sure the queue id is valid and active.