Context:
We are currently in the final stages of migrating our support ticketing workflows from Zendesk to Genesys Cloud. Our legacy setup uses a simple outbound webhook from Zendesk triggers to update a custom database. In Genesys Cloud, we are attempting to replicate this logic using a Data Action within an Architect flow to push interaction metadata back to our internal CRM system via a REST API call.
The environment is Genesys Cloud EU-2 (Frankfurt). We are using the standard REST API Data Action type. The endpoint is a standard HTTPS URL hosted on our internal server, exposed via a public load balancer. The request body is a simple JSON payload containing the interaction ID and agent ID. We have configured the Data Action with Basic Authentication, using the same credentials that work perfectly in Postman and our old Zendesk webhook tests. The timezone for the flow execution is set to Europe/Paris to align with our business hours.
Question:
Does anyone know why the Data Action is returning a 403 Forbidden error specifically when triggered from the Architect flow, while the exact same credentials and payload work from external tools?
The error log in the Architect flow details shows: “HTTP 403: Forbidden. The server understood the request but refuses to authorize it.” We have verified that the IP ranges for Genesys Cloud EU-2 are whitelisted in our firewall. We also tried switching to OAuth 2.0 with a Service Account, but we get the same 403 response. In Zendesk, this was just a simple header injection, so we expected the Data Action to be straightforward. Is there a specific header or content-type requirement that the Genesys Cloud Data Action enforces that might be stripping our auth headers? We are using the latest version of the Architect interface. Any insight into how the Genesys Cloud platform signs or forwards these requests compared to a standard webhook would be incredibly helpful. We are stuck on this migration step for two days now.