Does anyone know why the Quality Management API returns a 403 Forbidden error when attempting to bulk import evaluation forms via a service account configured for our AppFoundry integration? We are building a centralized quality dashboard that aggregates data from multiple Genesys Cloud organizations using multi-org OAuth. The integration works flawlessly for fetching conversation transcripts and basic user details, but the moment we hit the /api/v2/quality/evaluations endpoint with a POST request to create new evaluations, the gateway rejects the call.
The error payload is specific: {"message": "You do not have permission to perform this action.", "code": "forbidden", "status": 403}. We have verified that the service account has the quality:evaluation:write scope in the OAuth token payload. Additionally, the user role assigned to the service account in Genesys Cloud is set to “Quality Admin” with full permissions on the evaluation forms in question. This is not a standard user interaction; it is a server-to-server API call originating from our hosted application.
We are running this on the latest stable version of the Genesys Cloud Platform, and the integration handles high-volume data syncs. The issue persists across three different tenant organizations, suggesting a platform-level restriction rather than a configuration error in a single org. We have also tried explicitly including the X-Genesys-Application header to identify the AppFoundry app, but that did not change the outcome. Is there a hidden permission or a specific setting in the Quality Management module that restricts bulk writes from service accounts, even when they possess the correct OAuth scopes? We need to resolve this to maintain data parity between our external QA tool and Genesys Cloud. Any insights into the specific permission hierarchy for Quality Management API writes would be appreciated.
Thanks for the help.