Hi Everyone,
We are observing a timing gap issue with callback conversations in Genesys Cloud when integrating with AudioHook.
Scenario:
A callback is scheduled in a queue.
Genesys immediately generates a conversation ID, allowing early subscription to:
v2.routing.queues.<queue_id>.conversations.callbacks
v2.detail.events.conversation.{conversation_id}.acd.start
Genesys UI and a standalone WebSocket listener receive callback and early conversation lifecycle notifications as soon as the outbound callback is initiated (before the customer answers).
Problem:
AudioHook only receives the Conversation Open event after the customer answers the call.
By that time:
All relevant callback and early conversation notifications have already been emitted.
Genesys does not replay historical notifications.
AudioHook misses critical events (callback lifecycle, agent identification, early conversation signals).
Impact:
AudioHook cannot reliably:
Correlate callback conversations
Identify the agent
Associate audio streams correctly
This behavior differs from inbound and standard outbound calls, where the integration works as expected.
Question:
Is there a recommended approach to:
Subscribe to callback notifications earlier in the lifecycle when using AudioHook?
Retrieve historical conversation events for callback flows?
Architect around this timing gap in a supported way?
Thank you
#API/Integrations------------------------------
Lav Kumar Jha
Management Consulting Analyst
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