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Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Hi Jan Heinonen,

Yes , i did create  by providing client_id , client_secret and token_url . The Auth data action is created and it is retrieving the redected token information .

I also assumed that it would work as it is mentioned in document , but it is not .

We did raise a case with Geneys they claim that it should be third party who should refresh the token for genesys if it is getting expired and Genesys won't be refreshing the token .

We were surprised by this response as it is not mentioned in any document . General assumption is that it should be always the requestor who should take care of refresh mechanism and not the token provider .

------------------------------
Karthik Nachimuthu
------------------------------


Original Message:
Sent: 07-17-2025 07:42
From: Jan Heinonen
Subject: User Defined Oauth - refresh token mechanism .

Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Sound like they probably misunderstood the question, their article clearly states that Genesys should refresh the token.

If you manually test the Data Action, does it fail after 5 minutes?

If so, does it work again if you run the Auth action manually?

Hi Jan Heinonen,

Yes , i did create  by providing client_id , client_secret and token_url . The Auth data action is created and it is retrieving the redected token information .

I also assumed that it would work as it is mentioned in document , but it is not .

We did raise a case with Geneys they claim that it should be third party who should refresh the token for genesys if it is getting expired and Genesys won't be refreshing the token .

We were surprised by this response as it is not mentioned in any document . General assumption is that it should be always the requestor who should take care of refresh mechanism and not the token provider .

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-17-2025 07:42
From: Jan Heinonen
Subject: User Defined Oauth - refresh token mechanism .

Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Yes, it was failing when I manually run it after 5 min. 

No, It was not working even when I run the auth action manually.

I tried some workaround :

• Created an independent data action 1 that would return me , token as the output contract.
• Created another independent data action 2 that would accept this token as one of its input.
• Then I pass this token as auth input by calling these two data action back to back in architect flow .
• It worked 100% of time . 

Conclusion : Genesys was making request with expired token earlier . So wanted to understand if it is genesys or Thirdparty who should refresh the expired token.

Sound like they probably misunderstood the question, their article clearly states that Genesys should refresh the token.

If you manually test the Data Action, does it fail after 5 minutes?

If so, does it work again if you run the Auth action manually?

Hi Jan Heinonen,

Yes , i did create  by providing client_id , client_secret and token_url . The Auth data action is created and it is retrieving the redected token information .

I also assumed that it would work as it is mentioned in document , but it is not .

We did raise a case with Geneys they claim that it should be third party who should refresh the token for genesys if it is getting expired and Genesys won't be refreshing the token .

We were surprised by this response as it is not mentioned in any document . General assumption is that it should be always the requestor who should take care of refresh mechanism and not the token provider .

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-17-2025 07:42
From: Jan Heinonen
Subject: User Defined Oauth - refresh token mechanism .

Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

We have set it up exactly as Genesys documentation mentions is and Genesys is taking care of requesting a refreshed token if previous one expires. Never faced any issues.

Yes, it was failing when I manually run it after 5 min. 

No, It was not working even when I run the auth action manually.

I tried some workaround :

• Created an independent data action 1 that would return me , token as the output contract.
• Created another independent data action 2 that would accept this token as one of its input.
• Then I pass this token as auth input by calling these two data action back to back in architect flow .
• It worked 100% of time . 

Conclusion : Genesys was making request with expired token earlier . So wanted to understand if it is genesys or Thirdparty who should refresh the expired token.

Sound like they probably misunderstood the question, their article clearly states that Genesys should refresh the token.

If you manually test the Data Action, does it fail after 5 minutes?

If so, does it work again if you run the Auth action manually?

Hi Jan Heinonen,

Yes , i did create  by providing client_id , client_secret and token_url . The Auth data action is created and it is retrieving the redected token information .

I also assumed that it would work as it is mentioned in document , but it is not .

We did raise a case with Geneys they claim that it should be third party who should refresh the token for genesys if it is getting expired and Genesys won't be refreshing the token .

We were surprised by this response as it is not mentioned in any document . General assumption is that it should be always the requestor who should take care of refresh mechanism and not the token provider .

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-17-2025 07:42
From: Jan Heinonen
Subject: User Defined Oauth - refresh token mechanism .

Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Hi Vineet,

Few questions 

1. Do you know what is the expiry time set by your third party ?
2. Any idea on whether your thirdparty is refreshing the token or is it from genesys end ?

We have set it up exactly as Genesys documentation mentions is and Genesys is taking care of requesting a refreshed token if previous one expires. Never faced any issues.

Yes, it was failing when I manually run it after 5 min. 

No, It was not working even when I run the auth action manually.

I tried some workaround :

• Created an independent data action 1 that would return me , token as the output contract.
• Created another independent data action 2 that would accept this token as one of its input.
• Then I pass this token as auth input by calling these two data action back to back in architect flow .
• It worked 100% of time . 

Conclusion : Genesys was making request with expired token earlier . So wanted to understand if it is genesys or Thirdparty who should refresh the expired token.

Sound like they probably misunderstood the question, their article clearly states that Genesys should refresh the token.

If you manually test the Data Action, does it fail after 5 minutes?

If so, does it work again if you run the Auth action manually?

Hi Jan Heinonen,

Yes , i did create  by providing client_id , client_secret and token_url . The Auth data action is created and it is retrieving the redected token information .

I also assumed that it would work as it is mentioned in document , but it is not .

We did raise a case with Geneys they claim that it should be third party who should refresh the token for genesys if it is getting expired and Genesys won't be refreshing the token .

We were surprised by this response as it is not mentioned in any document . General assumption is that it should be always the requestor who should take care of refresh mechanism and not the token provider .

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-17-2025 07:42
From: Jan Heinonen
Subject: User Defined Oauth - refresh token mechanism .

Hi,

The article https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request says that if the request with a cached token fails it should request a new token and re-try the request so that is what I would expect to happen.

I assume you have configured a new integration and entered the credentials in it's configuration?

This would create an Auth Data Action which is used by the other Data Actions in the same integration to get a token.

I haven't encountered this issue myself so if it's not working as expected I'd create a ticket with support.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Hello

As far as I´ve tested in the past, Genesys stores the token internally, and makes new Auth requests when it gets invalid (for example, if it gets a 401 error, it retries to authenticate once more). I would check in the backend what requests it is receiving and what it is re Uploading... Upload file  sponding.

------------------------------
Adrián Santamaría
------------------------------

As you all mentioned even my assumption is that Genesys renew its expired token .However below is the response from Genesys for the case that we raised , which is completely contradicting to what they have mentioned in their documents .

<Respone from genesys >

Our cache for auth tokens is not relevant here, and that is essentially proven by how they solved the issue by increasing their cache expiry time, which we had already indicated in the original case. If they are the ones issuing the auth token to be used with data action requests, it is on them to define an expiry period and make sure they're renewing and fetching new tokens when that expiration happens. Our expiration period for the token cache will not play into it at all.

Since we're not generating the token or maintaining it in our platform, we are not going to have any way to know that it's expired. Data actions do not act smart in that sense, they simply send what they're told to send.

As mentioned earlier, our cache for auth tokens is not relevant here since the token was not generated by Genesys in your case. Therefore, Genesys will not be involved in renewing a token that it didn't generate.

------------------------------
Karthik Nachimuthu
------------------------------


Original Message:
Sent: 07-18-2025 04:48
From: Adrián Santamaría
Subject: User Defined Oauth - refresh token mechanism .

Hello

As far as I´ve tested in the past, Genesys stores the token internally, and makes new Auth requests when it gets invalid (for example, if it gets a 401 error, it retries to authenticate once more). I would check in the backend what requests it is receiving and what it is re Uploading... Upload file  sponding.

------------------------------
Adrián Santamaría

I can't see the response from Genesys.

As you all mentioned even my assumption is that Genesys renew its expired token .However below is the response from Genesys for the case that we raised , which is completely contradicting to what they have mentioned in their documents .

<Respone from genesys >

Our cache for auth tokens is not relevant here, and that is essentially proven by how they solved the issue by increasing their cache expiry time, which we had already indicated in the original case. If they are the ones issuing the auth token to be used with data action requests, it is on them to define an expiry period and make sure they're renewing and fetching new tokens when that expiration happens. Our expiration period for the token cache will not play into it at all.

Since we're not generating the token or maintaining it in our platform, we are not going to have any way to know that it's expired. Data actions do not act smart in that sense, they simply send what they're told to send.

As mentioned earlier, our cache for auth tokens is not relevant here since the token was not generated by Genesys in your case. Therefore, Genesys will not be involved in renewing a token that it didn't generate.

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-18-2025 04:48
From: Adrián Santamaría
Subject: User Defined Oauth - refresh token mechanism .

Hello

As far as I´ve tested in the past, Genesys stores the token internally, and makes new Auth requests when it gets invalid (for example, if it gets a 401 error, it retries to authenticate once more). I would check in the backend what requests it is receiving and what it is re Uploading... Upload file  sponding.

------------------------------
Adrián Santamaría

Can you post or directly send me the support case ID?

We document our expected behavior here:

https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request/

If the 3rd party expires the token before our cache expires then the expectation is that we would make a request, get a 401 back, clear our cache, request a new token, and attempt the request again with the new token.

The only obvious way that this would fail as you are describing is if the 3rd party is returning a surprising result code when the token expires, like a 400.

I can't see the response from Genesys.

As you all mentioned even my assumption is that Genesys renew its expired token .However below is the response from Genesys for the case that we raised , which is completely contradicting to what they have mentioned in their documents .

<Respone from genesys >

Our cache for auth tokens is not relevant here, and that is essentially proven by how they solved the issue by increasing their cache expiry time, which we had already indicated in the original case. If they are the ones issuing the auth token to be used with data action requests, it is on them to define an expiry period and make sure they're renewing and fetching new tokens when that expiration happens. Our expiration period for the token cache will not play into it at all.

Since we're not generating the token or maintaining it in our platform, we are not going to have any way to know that it's expired. Data actions do not act smart in that sense, they simply send what they're told to send.

As mentioned earlier, our cache for auth tokens is not relevant here since the token was not generated by Genesys in your case. Therefore, Genesys will not be involved in renewing a token that it didn't generate.

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-18-2025 04:48
From: Adrián Santamaría
Subject: User Defined Oauth - refresh token mechanism .

Hello

As far as I´ve tested in the past, Genesys stores the token internally, and makes new Auth requests when it gets invalid (for example, if it gets a 401 error, it retries to authenticate once more). I would check in the backend what requests it is receiving and what it is re Uploading... Upload file  sponding.

------------------------------
Adrián Santamaría

Here it is , Case #0003793421.

Can you post or directly send me the support case ID?

We document our expected behavior here:

https://help.mypurecloud.com/faqs/do-data-actions-request-a-new-authentication-token-for-every-request/

If the 3rd party expires the token before our cache expires then the expectation is that we would make a request, get a 401 back, clear our cache, request a new token, and attempt the request again with the new token.

The only obvious way that this would fail as you are describing is if the 3rd party is returning a surprising result code when the token expires, like a 400.

I can't see the response from Genesys.

As you all mentioned even my assumption is that Genesys renew its expired token .However below is the response from Genesys for the case that we raised , which is completely contradicting to what they have mentioned in their documents .

<Respone from genesys >

Our cache for auth tokens is not relevant here, and that is essentially proven by how they solved the issue by increasing their cache expiry time, which we had already indicated in the original case. If they are the ones issuing the auth token to be used with data action requests, it is on them to define an expiry period and make sure they're renewing and fetching new tokens when that expiration happens. Our expiration period for the token cache will not play into it at all.

Since we're not generating the token or maintaining it in our platform, we are not going to have any way to know that it's expired. Data actions do not act smart in that sense, they simply send what they're told to send.

As mentioned earlier, our cache for auth tokens is not relevant here since the token was not generated by Genesys in your case. Therefore, Genesys will not be involved in renewing a token that it didn't generate.

------------------------------
Karthik Nachimuthu


Original Message:
Sent: 07-18-2025 04:48
From: Adrián Santamaría
Subject: User Defined Oauth - refresh token mechanism .

Hello

As far as I´ve tested in the past, Genesys stores the token internally, and makes new Auth requests when it gets invalid (for example, if it gets a 401 error, it retries to authenticate once more). I would check in the backend what requests it is receiving and what it is re Uploading... Upload file  sponding.

------------------------------
Adrián Santamaría