Setting wrap-up code via API after interaction ends returns 400

Hi everyone,

We are building a post-interaction workflow in New Relic to capture wrap-up codes from Genesys Cloud and trigger specific alerting policies. The goal is to programmatically set the wrap-up code immediately after the interaction status changes to ENDED.

I have been testing this using the Python SDK (genesyscloud). I’m listening for the interaction status change event, extracting the interactionId, and then attempting to update the interaction using the update_interaction method. I’m trying to set the wrapUpCode inside the attributes object.

Here is the relevant snippet of the code I’m running:

from genesyscloud.conversations import ConversationsApi

conversations_api = ConversationsApi(configuration)

# Payload structure I am sending
update_payload = {
 "attributes": {
 "wrapUpCode": "Sales Follow-up",
 "custom_field": "some_value"
 }
}

try:
 api_response = conversations_api.update_interaction(
 interaction_id=interaction_id,
 body=update_payload
 )
except Exception as e:
 print(f"Error: {e}")

The API call fails with a 400 Bad Request error. The error message returned is:

{
 "message": "Invalid interaction update request. Wrap-up codes cannot be set after interaction has ended.",
 "code": "invalid.request"
}

I’ve checked the documentation, and it seems like the standard update endpoint rejects changes to the wrap-up code once the interaction lifecycle has moved past the active state. I want to make sure I’m not missing a specific endpoint or a different payload structure that allows this.

Here is what I have tried so far:

• Using the POST /api/v2/conversations/interactions/{interactionId} endpoint with the same payload.
• Trying to set the wrap-up code in the participants array instead of the top-level attributes.
• Checking if the wrapUpCode needs to be an ID rather than a string label (I tried both).

Is there a specific API call to set the wrap-up code after the fact, or is this strictly limited to the agent’s action in the UI or Architect? I need to automate this for our reporting pipeline.

Thanks.

Check your OAuth scopes first. The genesyscloud SDK usually handles token refresh, but if the underlying client doesn’t have interaction:interaction:write, you’ll get a 400 or 401 that looks like a validation error. It’s a sneaky one because the SDK doesn’t always throw a clear “permission denied” on the update call itself.

Also, pushing a wrap-up code via API after the interaction status is ENDED is tricky. Genesys Cloud often locks the disposition once the agent clicks “End” or the timeout hits. You might be fighting a race condition where the API call arrives milliseconds after the backend has already sealed the interaction record.

Instead of patching the interaction directly, try using the POST /api/v2/interactions/{interactionId}/wrapup endpoint. It’s designed specifically for this. Here’s how it looks in Python:

from genesyscloud.platform.client import PlatformClient
from genesyscloud.interaction.models import WrapupCode

# Assuming you have your platform_client initialized
wrapup_code = WrapupCode(
 id="your-wrapup-code-id-here",
 name="Customer Requested Callback"
)

try:
 # Use the specific wrapup endpoint, not the general interaction update
 response = platform_client.conversations_api.post_interactions_interaction_id_wrapup(
 interaction_id=interaction_id,
 body=wrapup_code
 )
 print(f"Wrap-up set successfully: {response}")
except Exception as e:
 print(f"Failed to set wrap-up: {e}")

Make sure your-wrapup-code-id-here is the actual UUID from your Genesys Cloud instance, not just the name. If you’re still hitting 400s, check the error body for invalid_state. That means the interaction is already finalized. You might need to hook into the interaction:status:changed event and fire the API call the moment it hits ENDED but before the final COMPLETE state locks it.