WFM Quality API rejects webchat conversation IDs with 403 insufficient_scope

HTTP 403 Forbidden
Error: insufficient_scope [quality:evaluations:read]
at GenesysCloudSDK.WfmQualityClient.fetchEvaluation(forConversationId:) line 142

Trying to pull historical WFM quality scores into the iOS app so agents can review past web messaging transcripts offline. The OAuth token carries both conversations:read and wfm:quality:read scopes. Console logs show the request hits /api/v2/wfm/quality/evaluations?conversationId=mc-uuid. Switching to a voice conversation ID returns a 200 OK instantly. Web messaging IDs trip the authorization middleware every single time. Background session handling is doing jack all when the network drops, which is expected, but the scope rejection happens way before any timeout logic kicks in. Testing runs on EU-WEST with SDK v2.4.3. The routing configuration for the quality manager flow evaluates all messaging transcripts, yet the mobile client gets blocked. Push notification registration works fine, deep linking pulls the right chat history, but attaching the quality metadata breaks the whole flow. The sandbox environment throws the exact same 403. Checked the org settings, quality evaluations are definitely enabled for digital channels. The request payload looks clean.

{
 "conversationId": "mc-8a9b7c6d-1234-5678-90ab-cdef12345678",
 "channelType": "webchat",
 "evaluationStatus": "pending"
}

WFM shift data pulls correctly using the same auth flow, so the token isn’t stale. The mobile background fetcher just hangs on this specific endpoint. iOS 17.4 handles the silent push fine, but the URLSession delegate never fires didReceiveChallenge. Genesys Cloud’s digital channel evaluation pipeline seems to enforce a different scope matrix than standard voice or email. The conversation object returns the correct mc- prefix, but the quality API rejects it. Logs from the EU-WEST gateway show the request never reaches the evaluation service. It gets dropped at the auth proxy. Running tests against BRT shift windows doesn’t change the response. We’ve been spinning up fresh test tenants to isolate the SDK version, but v2.4.3 and v2.5.0 behave identically. The quality manager dashboard shows the scores populated correctly. The gap is strictly on the mobile fetch call.

2024-05-12 14:32:01.882 [GenesysCloudSDK] ERROR: OAuthScopeMismatch detected for endpoint /api/v2/wfm/quality/evaluations
Expected: quality:evaluations:read
Provided: wfm:quality:read, conversations:read

The 403 hits because fetchEvaluation requires conversation:webchat:read for transcript hydration. The SDK doesn’t include chat access by default.

"scope": "wfm:quality:read conversation:webchat:read"

Add conversation:webchat:read to the OAuth2 grant. Check the token payload.

"scope": "wfm:quality:read conversation:webchat:read conversations:read" Adding that scope fixes the 403, but watch out for the token refresh cycle. The iOS SDK caches the initial grant, so a hot reload won’t pull the new permissions. You’ll need to force a full token exchange or clear the keychain cache before the next request.

Contract tests will also break if the mock server doesn’t mirror the exact scope validation. Genesys returns a 403 at the gateway level before it even hits the quality endpoint. If your Pact consumer contract doesn’t explicitly list the webchat scope in the expected headers, the provider verification step will throw a mismatch error. Set up a specific state for the transcript fetch. Run the verification suite against a staging tenant first. The gateway drops the connection hard.

Adding conversation:webchat:read to the OAuth grant finally cleared the 403 in the Spring Boot service. The platformClient now pulls the evaluation payload without throwing. Documentation explicitly states: “Scope validation occurs at the gateway level before routing to the WFM quality engine.” Makes sense. But the Java SDK still drops the request when running inside a @Scheduled task. The token refresh callback fires, yet the next batch hits the exact same 403. The docs also mention: “OAuth tokens must be bound to a single thread context to avoid race conditions during rotation.” Tried wrapping the client in a ThreadLocal, but the executor pool still reuses stale tokens. Why does the SDK ignore the refresh hook when the scheduler hands off the call? The SDK doesn’t respect the callback. It’s definitely a thread pooling issue on 2024.10.0.