Zendesk Talk Screen Recording Integration Failing in GC

General Discussion
1

I’m curious as to why the screen recording block fails when migrating from Zendesk Talk? The session starts but ends immediately with a 500 Internal Server Error in Architect.

  • Verified the recording bucket permissions match our Zendesk S3 setup exactly.
  • Tested with the latest GC Agent Desktop plugin, but the local recorder never triggers.
2

Have you tried verifying the Architect flow version? The screen recording block requires specific media server permissions that are often missing in migrated flows.

Check the interaction settings in your Terraform config. Ensure recording_enabled is set to true for the Zendesk integration resource.

3

This looks like a scope mismatch on the service account used for the webhook. The Zendesk integration resource requires explicit media:recordings:write permissions, not just storage access. Verify the OAuth client has these scopes enabled, otherwise the Architect flow will timeout. Check the token payload if the issue persists.

4

Ensure the SIP trunk region matches the recording storage endpoint. Mismatched regions cause silent 500 errors during media server handoff.

Component Requirement
Trunk Region ap-southeast-1
Storage Endpoint s3.ap-southeast-1.amazonaws.com

Verify latency between media servers and the bucket.