I’m curious as to why the Screen Recording integration is failing with a 403 Forbidden error when triggered programmatically, yet works perfectly when initiated manually by agents in the CXone interface? We are in the final stages of testing our automated recording workflow for quality assurance purposes in our Chicago center. The manual start/stop via the agent desktop functions without issue, confirming that the underlying recording licenses are active and the feature is enabled for our organization.
The problem emerges exclusively when we attempt to trigger the recording start action using the Architect flow post-interaction or via the REST API immediately after call connect. The system logs indicate that the request reaches the recording service, but authentication fails at the token validation stage. This is particularly frustrating because the same OAuth token used for other WFM-related API calls (like schedule adherence updates) works without issue. It seems the recording service might be validating a different scope or context that the Architect execution environment does not possess.
Here are the specific details of our environment and the failing request:
- Environment: Genesys Cloud CXone, Production tenant
- Timezone: America/Chicago
- Architect Version: Latest stable release
- API Endpoint:
POST /api/v2/recording/recordings - Error Response:
403 Forbidden-User does not have permission to perform action - Auth Method: Application-to-Application OAuth token with
recording:writescope
We have verified that the application credentials have the necessary recording:write and recording:read scopes. The error message suggests a permission issue, but since the scope is explicitly granted, we suspect this might be related to how the Architect flow context handles identity propagation for external service calls. Is there a specific configuration in the Architect flow required to pass the agent’s identity correctly to the recording service? Or is this a known limitation where screen recording cannot be initiated purely through API calls without an active agent session context? Any insights into the specific permission checks happening behind the scenes would be greatly appreciated.