Why does changing conversation participatns requires a user context?

Platform API
1

I need to write an application which will run as a server, without a user context. So I registered the app as an OAuth client using Client Credentials Grant.

This application needs to change the wrapupNotes for a conversation participant.
When calling the API (https://developer.genesys.cloud/routing/conversations/conversations-apis#patch-api-v2-conversations-calls--conversationId--participants--participantId-), I get following error message back:

"This request requires a user context. Client credentials cannot be used for requests to this resource."

This is not documented in the API docs, so I was quite surprised by this. Is there any way for a server application to update wrapup notes? According to the documentation, this should work after all...

2

They rarely make different versions of the same API to run under different contexts so any surprise limitations you find are generally the definitive answer.

See this thread on that subject.

1 Like
3

Was given the response of raise an idea. I'll leave it to you to determine how that will go.

4

The more votes the higher it will get on the list for consideration. Anyone reading this can vote on it here: https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-105.

5

Unfortunately I cannot view this link - I cannot access this Okta app.

6

The ideas site requires you to log in using the same credentials used to access Care. Please work with Genesys Cloud Care to get access to the ideas site. If you are unable to access Care, please work with others in your organization that do have access to get your account straightened out. Because the forum is a public setting, we cannot help you with access issues here; those issues have to go through Care where they can verify your identity.

7

OK, a colleague with Genesys Care access helped me out here.

8

Hi, @liebichw and others. I also asked this as a general question here: Create UI less agent application running on the backend - Genesys Cloud Integrations - Genesys Cloud Developer Forum.

In the meantime we are several weeks further and we had several talks to Genesys pre-sales people (nobody officialy responded to the forum post). It simply isn't possible to execute a number of call related actions without a user context (it's poorly documented also). And, additionally, getting the user context can only be done using a user login via a browser window, as there is no support for any other method at this time with Genesys Authentication.

The only possible workaround for this then is a (sort of) headless browser to login a user, but, the side effects and the uglyness of such a solution is enormous and one should not go this dark path for delivering a customer solution (as it is doomed to fail anyway).

For us this was/is a major showstopper for a very large project... This is also an issue for those who had custom integrations in Pure Connect solution, where this was possible using the ICWS API.

So conclusion: you can send in a request to Genesys to change this, but currently it is simply not possible.

9

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