Quick question about integrating Genesys Cloud screen recording capabilities with our new Zendesk migration setup. We are currently moving our support operations from Zendesk Talk to Genesys Cloud, and the voice migration went smoothly, but the digital channel integration is causing headaches. Specifically, we are trying to capture screen recordings for quality assurance during chat sessions, similar to how we recorded agent screens in Zendesk using custom macros.
We have configured the Screen Recording settings in the Genesys Cloud admin portal under Administration > Recording > Screen Recording. The setting is enabled, and we have set up a webhook endpoint to receive the recording URLs. However, every time a chat session ends, the webhook fails with a 401 Unauthorized error. The Genesys Cloud logs show that the system is attempting to POST to our endpoint but failing authentication.
Here is the error payload we are receiving in our endpoint logs:
{
"status": 401,
"message": "Invalid API Key",
"trace": "Webhook authentication failed for tenant: xyz123"
}
We have verified that the API key used in the Genesys Cloud webhook configuration is correct and has the recording:write permission. We also checked the network connectivity between Genesys Cloud and our server, and it seems fine. We are using the latest version of the Genesys Cloud SDK for Python (v1.0.1) to handle the webhook processing on our end.
Is there a specific permission or configuration step we are missing? In Zendesk, we just needed to enable the recording feature and set up a simple webhook, but Genesys Cloud seems to require more complex authentication. We are in the Europe/Paris timezone, and the issue occurs consistently across all agents. Any advice on how to resolve this 401 error would be greatly appreciated. We want to ensure that our screen recordings are captured correctly for QA purposes, just like we did in Zendesk.