I am currently architecting a custom softphone integration that will be embedded within a proprietary CRM. We are utilizing the Genesys Cloud Implicit Grant for user authentication. However, we are encountering significant disruption when the access token expires, as the implicit grant does not provide a refresh token. This forces the agent to re-authenticate manually multiple times per shift, which is unacceptable for a high-volume contact center. What is the recommended strategy for managing token expiration in a long-running embedded application without interrupting the agent’s active interaction?
Hello. As someone who builds these custom widgets daily, I can tell you that the implicit grant is the wrong choice for your use case. You should transition to the ‘Authorization Code Grant’ with ‘Proof Key for Code Exchange’ (PKCE).
This allows your client-side application to securely receive a refresh token. My widgets use the refresh token in the background to request a new access token before the old one expires.
The agent never even sees the login screen after the first time.
I agree with the previous poster. We tried to use the implicit grant for our speech analytics dashboard and it was a total disaster for our managers. The PKCE flow is much more robust for long-running sessions.
From a reporting perspective, make sure you track the ‘Token Refresh’ events in your application logs. If you start seeing a spike in refresh failures, it usually means there is a network issue or an org-level session timeout policy that is too aggressive.
Hey. If you are stuck with the implicit grant for some reason, you can try using a hidden iframe to refresh the session. It is a bit of a hack and it only works if the user is still logged into Genesys Cloud in another tab.
But honestly, just listen to the previous poster and use the PKCE flow. It is the modern standard for a reason.