Live Agent Handoff - Webhook Token for Glia - LIVE_AGENT_UNABLE_TO_START_CONVERSATION

Forum|Forum|6 months ago
February 25, 2026
24 replies
274 views

Hi all,

We have our prod environment set up with Moveworks configured to have a Live Agent Handoff with Glia. We want to make sure our Sandbox is configured properly too.

We have a site ID that we inputted as well as a queue ID, but we’re unsure of what our Webhook Token should be - if it’s generated already, how to generate it if it isn’t, or how to retrieve it if it already exists. Do we need to setup/configure a connector?

Right now when a live agent handoff attempt is made in our Sandbox environment, the live agent interaction/request is not seen on Glia’s agent side so it seems that it is not reaching Glia at all, and the response on our Moveworks bot is “I attempted again to start a live agent chat for you using the description you provided; the request first went into a pending state and then failed with the internal error LIVE_AGENT_UNABLE_TO_START_CONVERSATION, meaning the system was unable to open a conversation with a live agent.”

Does anyone have thoughts on how we can resolve this?

Best answer by varockiasamy

Hi,

The webhook token will be the Moveowrks API key. You can generate the API key following this document.

Show previous replies

Kevin Mok

Community Manager

Hey @jtheohar314,

I connected with the engineer assigned to your ticket and we did a check on the logs. The root cause is clear — the failure is happening at the OAuth token exchange step, before any Glia API calls are even made.

Root Cause: Our Glia connector currently authenticates by exchanging credentials at Glia's POST /sites/tokens endpoint. This endpoint is designed for Glia's legacy Site API Keys. When you provide the newer Service Credentials, the request is rejected with a 422 Unprocessable Entity because the secret format/prefix doesn't match what /sites/tokens expects.

Based on Glia's developer tooling (https://github.com/salemove/glia-functions-tools), Service Credentials should authenticate against a different endpoint — POST /operator_authentication/tokens — rather than /sites/tokens. Our connector doesn't currently support this endpoint, and it's not something configurable on your end — it's set platform-side.

What's happening next:

We've notified our engineering team to look into this and make sure that’s the new endpoint

I'd also recommend confirming with Glia that /operator_authentication/tokens is the correct endpoint for Service Credentials, since their public docs on this are limited and it would help us fix this ASAP.

J

jtheohar314Author

Participating Frequently

I was able to generate a token properly when I used the /operator_authentication/tokens API with the api key and secret that came from the new Service Credentials but I just reached out to Glia support for them to verify that too.

J

jtheohar314Author

Participating Frequently

@Kevin Mok

Yes, we can confirm that /operator_authentication/tokens is the correct endpoint for fetching the Bearer Token for Service Credentials.

The reason Service Credentials use the operator endpoint is because Glia authenticates the integration as a dedicated service user.

Kevin Mok

Community Manager

Thanks for the confirmation! We’ll get this handled and keep you updated

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