The Genesys Cloud Web Messaging widget fails to load with a 403 Forbidden error in the browser console. The specific log shows Failed to fetch https://api-us.genesyscloud.com/v2/webchat/sessions despite using a valid API key generated for the development org.
This issue surfaces during the final testing phase of our Zendesk Chat to Genesys Cloud migration. We have successfully mapped Zendesk ticket fields to Genesys Cloud custom attributes via the /api/v2/integrations/zendesk/tickets endpoint, but the real-time chat session initiation is blocked. The Zendesk side is already decommissioned for this test tenant.
We are using the latest version of the Genesys Cloud Web Chat SDK (v2.1.0). The genesys-cloud-messaging initialization code matches the standard documentation example. We have verified that the webchatId and organizationId in the configuration object are correct. The error persists even when clearing cache and cookies.
Is there a specific permission scope missing for the API key used by the widget? We have granted webchat:read and webchat:write scopes. Any insights on why the session creation fails while other Zendesk-to-GC mappings work? We are based in Europe/Paris and testing against the US API region.