Quick question about migrating Zendesk macros to Genesys Cloud Scripts. We are trying to replicate the automated field updates from Zendesk into Architect flows. The script triggers fine but fails to push data to the external API endpoint with a 403 Forbidden error. Is there a specific OAuth scope or permission setting we are missing compared to the Zendesk API token approach?
According to the docs, they say that external API calls from Architect require explicit CORS configuration on the target server, not just OAuth scopes. A 403 Forbidden error in this context usually indicates that the Genesys Cloud IP ranges are being blocked by the firewall or that the API endpoint is rejecting the specific User-Agent string sent by the outbound HTTP request block. You need to ensure your Zendesk API endpoint allows requests from Genesys Cloud’s documented IP whitelist. Additionally, verify that the authentication header format matches exactly what Zendesk expects, as some legacy endpoints reject Bearer tokens in favor of basic auth headers. Check the raw response payload in the debug logs to see if the error originates from the network layer or the application logic. If the headers are correct, try adding a retry mechanism with a slight delay to handle transient rate limiting issues common with high-volume API integrations.
Have you tried checking the outbound IP whitelist?
Cause: Genesys Cloud blocks unregistered endpoints to prevent credential leaks.
Solution: Add your Zendesk subdomain to the allowed list in Organization Settings > Security.