What’s the best way to initiate a screen recording session for a specific agent when the integration operates across multiple Genesys Cloud organizations?
We are developing a Premium App that requires capturing agent desktop activity during high-priority interactions. The application uses multi-org OAuth scopes to manage connections, but we are encountering a consistent 403 Forbidden response when invoking the POST /api/v2/screenrecordings endpoint. The error payload indicates Permission denied: insufficient scope for resource owner, even though our app registration includes the screenrecording:write scope across all target organizations.
The request headers include a valid Bearer token generated via the multi-org flow, and the x-gc-organization header is correctly set to the target org ID where the agent is active. However, the API seems to validate permissions against the primary organization of the token issuer rather than the context specified in the header. This behavior contradicts the expected isolation model described in the Genesys Docs, which suggests that multi-org tokens should respect the target organization’s scope boundaries.
We have verified that the agent ID provided in the request body is valid and currently logged into the specified organization. The issue persists across different agents and organizations, suggesting a systemic limitation in how the Screen Recording API handles cross-organization resource ownership. Is there a specific header or payload structure required to delegate the recording context correctly? Alternatively, does the Screen Recording API currently lack full support for multi-org token delegation, requiring a separate token exchange for each organization before initiating the recording? Any insights into the expected workflow for this scenario would be appreciated, as our current architecture relies on a single token exchange for efficiency.