It appears that you are sending everything properly and I would agree that you should probably expect a failure, as documented. You will likely need to open a case with Genesys Customer Care to help them determine if the failure is occuring and if so then why you are not getting the failure message.
Original Message:
Sent: 03-18-2025 13:09
From: Jarlei Guimarães
Subject: Restricted content information in open API response
Hi @Jim Crespino , thanks for your message.
I also expected the event to be received in the webhook, but we ran tests and did not receive any information about failure in the integration webhook.
Below is a test we ran, where you can see that the event delivered in the webhook does not show a failure in the message, but rather a published status.
A message is sent with a messageId and a restricted image attachment type in the integration.
Body sent:
{
"channel": {
"type": "Private",
"messageId": "67d845fdde0544700275e229_101964051294727_1742227640145_x",
"to": {
"id": "b13e176b-5e69-489b-849e-abe0b35d2de7"
},
"from": {
"nickname": "Pedro Cancino",
"id": "67d845fdde0544700275e229",
"idType": "Opaque",
"firstName": "Pedro",
"lastName": "Cancino",
"image": "https://platform-lookaside.fbsbx.com/platform/profilepic/?eai=AXGXkzs2B2-2ai_n6pu25Hat-wS2QQy7kArylGXzJI7vugC uksFTfMg8yJ8mQ7dXW8ptNxMDs9OoDw&psid=5467322860058367&width=1024&ext=1744819639&hash=AbZOPkCxp-kvMnnfaYqrFlx3"
},
"metadata": {
"customAttributes": {
}
},
"time": "2025-03-17T17:27:19.849Z"
},
"type": "Text",
"text": "",
"content": [
{
"contentType": "Attachment",
"attachment": {
"mediaType": "Image",
"url": "https://cx-psservices.qa-puresocial.com/getFile/67d848b7de05448ad375e230/buffer/image-1742227639760.jpeg",
"filename": "image-1742227639760.jpeg",
"mime": "image/jpeg"
}
}
],
"direction": "Inbound",
"agentless_alert_msg": false,
"logger": {
"logger": "ps",
"channel": "messenger",
"clientId": "101964051294727",
"userId": "5467322860058367",
"transactionId": "13kpom1m8d9cpse-m8d9cpsf",
"event": "Router IN"
}
}
Event Received in the integration webhook:
{
id: '128c03d1be82936fcf1d640f81ddbb8d',
channel: {
id: 'b13e176b-5e69-489b-849e-abe0b35d2de7',
platform: 'Open',
type: 'Private',
messageId: '67d845fdde0544700275e229_101964051294727_1742227640145_x',
to: {
nickname: 'PureSocial Inbound QA',
id: 'b13e176b-5e69-489b-849e-abe0b35d2de7'
},
from: {
nickname: 'Pedro Cancino',
id: '67d845fdde0544700275e229',
idType: 'Opaque',
image: 'https://platform-lookaside.fbsbx.com/platform/profilepic/?eai=AXGXkzs2B2-2ai_n6pu25Hat-wS2QQy7kArylGXzJI7vugC uksFTfMg8yJ8mQ7dXW8ptNxMDs9OoDw&psid=5467322860058367&width=1024&ext=1744819639&hash=AbZOPkCxp-kvMnnfaYqrFlx3',
firstName: 'Peter',
lastName: 'Cancino',
externalContactId: '0554d9e9-0695-44f2-9f57-2178a1c53a41'
},
metadata: { customAttributes: [Object] },
time: '2025-03-18T13:22:54.582Z'
},
type: 'Receipt',
status: 'Published',
direction: 'Inbound',
ps_event_time_received: '2025-03-18 13:22:55.244'
}
Expected to receive an error event with status Failed and reasons code 'MediaTypeNotAllowed'
------------------------------
Jarlei Guimarães
Product Owner/Manager
Original Message:
Sent: 03-14-2025 09:40
From: Jim Crespino
Subject: Restricted content information in open API response
Hi Jarlei,
Like Robert was asking, it would be helpful to know exactly what API request you are making. Based on your #tags in your original post, I'm going to assume you are using the Open Messaging API. If that is the case then you should look at the "Message Receipts" article in the Open Messaging section on the Genesys Cloud Developer Center: https://developer.genesys.cloud/commdigital/digital/openmessaging/receipts. Open Messaging can provide both Delivery receipts and Failure receipts. There is a "response" property, and I would expect that to contain the error about any unsupported content.
------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 03-13-2025 08:55
From: Jarlei Guimarães
Subject: Restricted content information in open API response
Hi @Robert Wakefield-Carl, thx for your contribution, but my question is :
How can I obtain this information that a certain message was not delivered to Genesys via Open integration due to the content restriction of Open integration?
This is useful for notifying the end user that a certain type of media is not allowed on the channel.
Thx
------------------------------
Jarlei Guimarães
Product Owner/Manager
Original Message:
Sent: 03-12-2025 15:56
From: Robert Wakefield-Carl
Subject: Restricted content information in open API response
What API are you attempting. There are many API's that require user context, meaning the user running the API has to be a participant in conversation for the API to work. There are others that can only be run using system context, meaning that a OAuth with the proper role has to be used.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-12-2025 14:37
From: Jarlei Guimarães
Subject: Restricted content information in open API response
Hi Folks,
When using the open API, in the request response we do not have information that the content is not allowed by the open integration.
I also did not find any event in the webhook that informs that a certain message was not delivered because its content is not allowed by the integration.
My question is how can I obtain this information that a certain message was not delivered to Genesys via Open integration due to the content restriction of Open integration?
Thank you in advance
Járlei
#openmessaging
#content
#API/Integrations
#DigitalChannels
------------------------------
Jarlei Guimarães
Product Owner/Manager
------------------------------