Screen Recording API returns 403 when used with multi-org OAuth token

General Discussion
1

Trying to understand the specific permission requirements for the Screen Recording API when accessed via a Premium App running in a multi-org context. We are building an integration that needs to programmatically fetch recording URLs for quality assurance purposes across several tenant environments. The application uses a standard OAuth client with the necessary scopes, including screen-recording:read and analytics:read. However, the API call consistently fails with a 403 Forbidden error, despite the same token working perfectly for other analytics endpoints like conversation summaries.

Here is the reproduction sequence:

  1. Authenticate the AppFoundry application using the client_credentials grant type for the target organization.
  2. Verify the access token includes the screen-recording:read scope via the introspection endpoint.
  3. Execute a GET request to GET /api/v2/analytics/screenrecordings/{screenRecordingId}.
  4. Observe the immediate 403 response with the message “Access denied”.

We have confirmed that the user associated with the OAuth client has the correct role permissions within the Genesys Cloud admin console. Is there a distinct limitation or additional configuration required for screen recording data access in a multi-tenant Premium App setup? Any insights into whether this is a known scope propagation issue would be greatly appreciated.

2

What’s probably happening here is that the OAuth token scope missing admin:recording alongside screen-recording:read, as multi-org contexts often enforce stricter tenant isolation for media assets. Verify the token payload includes the specific org ID and ensure the client has explicit read access to the recording metadata bucket in that region.

3

According to the docs, they say that multi-org tokens often fail on media endpoints if the specific org context isn’t explicitly passed in the request header, even with correct scopes.

GET /api/v2/recordings/screen/{recordingId}
Authorization: Bearer <multi_org_token>
X-Genesys-Application-Id: <app_id>
X-Genesys-Org-Id: <target_org_id>

Ensure the X-Genesys-Org-Id matches the tenant where the recording exists. This resolves the 403 by aligning the token context with the asset location.