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We're in the process of migrating to Cloud CX form PureConnect (the previous Genesys platform for anyone not familiar). That platform had a provided development environment that allowed me to write handlers. Those could do basically any function in the platform, much like the APIs are supposed to do in Cloud CX. As I'm trying to recreate functionality that we used to have, I keep running into APIs that need a user context to run. I don't see an easy way to do that for operations that are running unattended on a server (probably on a schedule). 

I don't understand why the Python SDK has all these functions if I can't use them. As a specific example, I need to automate the uploading of documents into workspaces. I had copilot help me out with the syntax for postcontentmanagementdocuments in the ContentManagementApi. When I went to run it, it said it needs to be in a user context.

I don't understand why it won't work when I have the syntax correct and I'm using valid client authentication. If it really needs a user context, I'll create a service account for it to use. I don't see a way to do that. Am I missing something?

Hi @Dave Halderman, not super confident on this one but here giving it a shot, let me know if this helps:

What I have seen for server-based operations in Cloud CX is they use OAuth Client Credentials grant.

The Client Credentials grant is specifically designed for headless applications that don't have a UI for user authentication but need to make authenticated API requests, which seems to be a good fit for your scheduled operations running on a server.

How to Set It Up:

Navigate to OAuth Settings
Go to Admin > Integrations > OAuth (or Menu > IT and Integrations > OAuth)
Create a New OAuth Client
Click "Add Client"
Enter a descriptive App Name
Add an optional description
Set the Token Duration (in seconds)
Select Client Credentials Grant Type
In the Grant Types field, select Client Credentials
Assign Appropriate Roles
Assign roles that have the permissions your automated operations need
You can create custom roles with specific permissions for your use case
Save and Capture Credentials
Copy the Client ID and Client Secret - you'll use these in your server application

I am aware that when using client credentials grant, resources like /api/v2/users/me will not be available because the auth token is not in the context of a specific user.

Moreover, have heard also that there APIs that do require the user context and won't work with Client Credentials and there are already several Ideas submitted. If you encounter specific APIs that require user context for your automation needs, you may need to:

Use an Authorization Code or Implicit Grant flow with a service account user
Consider alternative APIs that provide similar functionality
Use Genesys Cloud Workflows as an alternative automation method for some scenarios

Also, there's been feedback that API documentation doesn't always clearly indicate which authorization type is required for each endpoint, which can lead to the confusion you're experiencing. When testing your migrated functionality, you may need to experiment or reach out to support for specific API endpoints.

Hope it helps!

We're in the process of migrating to Cloud CX form PureConnect (the previous Genesys platform for anyone not familiar). That platform had a provided development environment that allowed me to write handlers. Those could do basically any function in the platform, much like the APIs are supposed to do in Cloud CX. As I'm trying to recreate functionality that we used to have, I keep running into APIs that need a user context to run. I don't see an easy way to do that for operations that are running unattended on a server (probably on a schedule). 

I don't understand why the Python SDK has all these functions if I can't use them. As a specific example, I need to automate the uploading of documents into workspaces. I had copilot help me out with the syntax for postcontentmanagementdocuments in the ContentManagementApi. When I went to run it, it said it needs to be in a user context.

I don't understand why it won't work when I have the syntax correct and I'm using valid client authentication. If it really needs a user context, I'll create a service account for it to use. I don't see a way to do that. Am I missing something?

Hi @Dave Halderman, not super confident on this one but here giving it a shot, let me know if this helps:

What I have seen for server-based operations in Cloud CX is they use OAuth Client Credentials grant.

The Client Credentials grant is specifically designed for headless applications that don't have a UI for user authentication but need to make authenticated API requests, which seems to be a good fit for your scheduled operations running on a server.

How to Set It Up:

Navigate to OAuth Settings
Go to Admin > Integrations > OAuth (or Menu > IT and Integrations > OAuth)
Create a New OAuth Client
Click "Add Client"
Enter a descriptive App Name
Add an optional description
Set the Token Duration (in seconds)
Select Client Credentials Grant Type
In the Grant Types field, select Client Credentials
Assign Appropriate Roles
Assign roles that have the permissions your automated operations need
You can create custom roles with specific permissions for your use case
Save and Capture Credentials
Copy the Client ID and Client Secret - you'll use these in your server application

I am aware that when using client credentials grant, resources like /api/v2/users/me will not be available because the auth token is not in the context of a specific user.

Moreover, have heard also that there APIs that do require the user context and won't work with Client Credentials and there are already several Ideas submitted. If you encounter specific APIs that require user context for your automation needs, you may need to:

Use an Authorization Code or Implicit Grant flow with a service account user
Consider alternative APIs that provide similar functionality
Use Genesys Cloud Workflows as an alternative automation method for some scenarios

Also, there's been feedback that API documentation doesn't always clearly indicate which authorization type is required for each endpoint, which can lead to the confusion you're experiencing. When testing your migrated functionality, you may need to experiment or reach out to support for specific API endpoints.

Hope it helps!

We're in the process of migrating to Cloud CX form PureConnect (the previous Genesys platform for anyone not familiar). That platform had a provided development environment that allowed me to write handlers. Those could do basically any function in the platform, much like the APIs are supposed to do in Cloud CX. As I'm trying to recreate functionality that we used to have, I keep running into APIs that need a user context to run. I don't see an easy way to do that for operations that are running unattended on a server (probably on a schedule). 

I don't understand why the Python SDK has all these functions if I can't use them. As a specific example, I need to automate the uploading of documents into workspaces. I had copilot help me out with the syntax for postcontentmanagementdocuments in the ContentManagementApi. When I went to run it, it said it needs to be in a user context.

I don't understand why it won't work when I have the syntax correct and I'm using valid client authentication. If it really needs a user context, I'll create a service account for it to use. I don't see a way to do that. Am I missing something?

We're in the process of migrating to Cloud CX form PureConnect (the previous Genesys platform for anyone not familiar). That platform had a provided development environment that allowed me to write handlers. Those could do basically any function in the platform, much like the APIs are supposed to do in Cloud CX. As I'm trying to recreate functionality that we used to have, I keep running into APIs that need a user context to run. I don't see an easy way to do that for operations that are running unattended on a server (probably on a schedule). 

I don't understand why the Python SDK has all these functions if I can't use them. As a specific example, I need to automate the uploading of documents into workspaces. I had copilot help me out with the syntax for postcontentmanagementdocuments in the ContentManagementApi. When I went to run it, it said it needs to be in a user context.

I don't understand why it won't work when I have the syntax correct and I'm using valid client authentication. If it really needs a user context, I'll create a service account for it to use. I don't see a way to do that. Am I missing something?

#Integrations
#PlatformAPI
#PlatformSDK

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Dave Halderman
Business Analyst
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