just noticed that the wfm shift swap webhook is returning a 400 bad request with payload validation error. the endpoint is https://api.mypurecloud.com/api/v2/wfm/schedules/shifts and the body matches the schema in the docs exactly. anyone else hitting this with the latest gc release?
I’d suggest checking out at the payload structure specifically regarding agent identifiers. Cause: Genesys Cloud WFM APIs are extremely strict about object references compared to the more flexible ticket field updates in Zendesk. When migrating from Zendesk, it is easy to assume that passing a user email or external ID will resolve the agent context, but the WFM shift swap endpoint requires the internal agentId UUID. If the webhook payload contains an email string or a legacy Zendesk ticket ID where the agent object expects a UUID, the validation layer rejects it immediately with a 400 error. This is a common friction point during the initial digital channel migration phase, where data mapping scripts often carry over old identifier formats. Solution: Verify the agent field in your JSON body. It must be a valid UUID string, not an email address. Additionally, check the shiftId reference. Ensure it matches the exact id from the schedule draft, not the published schedule ID. Here is the correct structure for the agent reference:
{
"agent": {
"id": "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"
},
"shift": {
"id": "yyyyyyyy-yyyy-yyyy-yyyy-yyyyyyyyyyyy"
}
}
If you are using a script to generate these webhooks, add a validation step to fetch the user ID via the /api/v2/users endpoint using the email before constructing the WFM payload. This extra lookup step ensures the identifier matches the Genesys Cloud internal schema. In Zendesk, we rarely needed this level of strict ID resolution for basic updates, but Genesys Cloud enforces it to maintain data integrity across the WFM and Routing modules. Double-check your API logs to confirm which field is triggering the validation error, as the 400 message can sometimes be generic.