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Can anyone guide me through steps to create a callback option when a Call is abandoned 

Hi Mohamed,

If the goal is to create a callback after the caller has already abandoned in queue, I would look at handling it outside the In-Queue Flow.

There is an older community thread here that may help:

How to capture Abandon Calls when call is in queue

https://community.genesys.com/discussion/how-to-capture-abandon-calls-when-call-is-in-queue

In that thread, the suggestion was to use an event trigger such as:

• customer.end if you want to react when the customer disconnects, or
• acd.end filtered with acdOutcome == "ABANDON" if you specifically want queue abandons. Anton Vroon also called out that acd.end is the cleaner option for this use case, and noted that Workflow does not have a native create callback action, so you would need to create it via a Data Action / API.  

So the overall pattern would be:

Trigger → Workflow → Data Action/API to create the callback

Hope this helps.

Can anyone guide me through steps to create a callback option when a Call is abandoned 

Thanks dear for your support i will start to implement that and i will let you know if i face any issue and appreciate to help then 

thanks alot

Hi Mohamed,

If the goal is to create a callback after the caller has already abandoned in queue, I would look at handling it outside the In-Queue Flow.

There is an older community thread here that may help:

How to capture Abandon Calls when call is in queue

https://community.genesys.com/discussion/how-to-capture-abandon-calls-when-call-is-in-queue

In that thread, the suggestion was to use an event trigger such as:

• customer.end if you want to react when the customer disconnects, or
• acd.end filtered with acdOutcome == "ABANDON" if you specifically want queue abandons. Anton Vroon also called out that acd.end is the cleaner option for this use case, and noted that Workflow does not have a native create callback action, so you would need to create it via a Data Action / API.  

So the overall pattern would be:

Trigger → Workflow → Data Action/API to create the callback

Hope this helps.

Can anyone guide me through steps to create a callback option when a Call is abandoned 

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: I'm having trouble uploading the files; it's sending the message "×It must be a compatible file. Upload was not possible."

Sendme your email, please.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: I'm having trouble uploading the files; it's sending the message "×It must be a compatible file. Upload was not possible."

Sendme your email, please.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

I will provide you a screenshot from OAuth

but what about the format if iam dialing a number in KSA shall i add +966+dial

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi Mohamed

Not necessarily.
As I mentioned earlier, you need configure the variable that has the customer's phone number according to your numbering plan.

I will provide you a screenshot from OAuth

but what about the format if iam dialing a number in KSA shall i add +966+dial

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi Mohamed,

From my understanding, the 403 Forbidden error may be pointing to the OAuth client used by the Data Action/API call.

For Client Credentials, Genesys adds the required access by assigning roles to the OAuth client in the Assign Roles step, and those roles also need the correct division access. So I would verify that the OAuth client actually has a role covering conversation:callback:create.

Link:

https://help.genesys.cloud/articles/create-an-oauth-client/

Hope this helps. Hopefully someone else from the community might add more to this as well

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Se preferir, utilize essa Genesys Cloud Data Action que anexo a mensagem.

Lembresse de inserir as credenciais ao OAUTH e alterar o Id do script de tela que adiciono como variável padrão.

Hi ALL, @Kaio Oliveira @Phaneendra Avatapalli 

i have created OAuth now with tyoe Client Credentials and assigned the needed role which contained (needed permissions) So what else should i do 

FYI Screenshot from OAuth 

Also i need to know if it must be create a OAuth app as Client Credentials and even if i do that where can i add the Role that cause the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 09:35
From: Phaneendra Avatapalli
Subject: Automatic callback when call is abandoned

Hi Mohamed,

From the screenshot, the immediate blocker looks to be the 403 Forbidden error with:

missing permission(s): [conversation:callback:create]

So I would first double-check the OAuth client / integration credentials being used by the Data Action, since Genesys data actions run using an OAuth client with Client Credentials, and that credential needs the required callback permission/scope.

Also, once that is resolved, it may be worth validating the callbackNumbers value as well. My understanding is that it should be in E.164 format (for example + plus country code and number).

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-05-2026 09:03
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I check also for permissions and all granted @Kaio Oliveira @Phaneendra Avatapalli

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

• REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"Unable to perform the requested action. You are missing the following permission(s): [conversation:callback:create]","code":"missing.permissions","status":403,"contextId":"1e60addd-9568-4bc1-897d-9e9193114d1c","details":[],"errors":[]} [1b0febf0-403a-4221-94a9-131c544601e2]
  
  
• for first Data action Get Customer participantID
• it seems working fine but for secound one which inistaited callback didt not work so what exepected for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 08:23
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

I found data action for callback contating 100 % error and i think this is might be the issue  

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-05-2026 07:47
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Hello ,

I applied the above steps and also add test Q and make a test call and disconnect to make anandond call so abandond is occured and i didnot receive a callback even if i saw the reports and it is occured as an abandand without callback So how to check for that 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:42
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:19
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks you bro for this help

Could you please send me a screenshot?

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:14
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 20:12
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

------------------------------
Mohamed Hassan Mohamed

Original Message:
Sent: 04-02-2026 20:02
From: Kaio Oliveira
Subject: Automatic callback when call is abandoned

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------