Agent Scripting: 400 Bad Request on Zendesk View-to-GC Script Mapping in Architect

General Discussion
1

I’ve hit a snag with the Platform API while trying to replicate their Zendesk ticket views as Genesys Cloud Agent Scripts.

In Zendesk, we used to rely on simple static text blocks attached to ticket views. Now, I am trying to create dynamic scripts in Architect that map to these views. I am using the POST /api/v2/interaction/scripts endpoint. My JSON payload includes the script content and metadata, mirroring the structure I found in the docs.

However, I keep getting a 400 Bad Request error with the message: “Invalid script definition: Missing required field ‘type’ in script object.” I have checked my JSON, and I believe I am including the type as “agent_script”. I am using Python 3.9 with the genesys-cloud-sdk version 12.3.0.

Here is a snippet of my payload:

{
 "name": "Zendesk View - Billing Inquiry",
 "type": "agent_script",
 "content": "<script>...</script>"
}

I am based in Europe/Paris, and the GC instance is in eu-02. I have verified my OAuth token is valid and has the interaction:scripts:write scope. GC admin config, so I might be missing a subtle difference between how Zendesk structures its views and how GC expects script definitions.

Does anyone have a working example of a script payload that successfully maps a Zendesk-style view? Any practical migration advice would be greatly appreciated!

2

The 400 Bad Request usually stems from payload validation failures in the Interactions API, not just syntax errors. When migrating Zendesk views, you are likely hitting the strict schema requirements for steps or blocks.

Genesys Cloud scripts require explicit type definitions and valid content structures. If you are copying raw JSON from Zendesk exports, the field names will mismatch.

Use this HCL structure for Terraform deployment. It ensures proper nesting and avoids the common steps array error:

resource "genesyscloud_routing_script" "zendesk_migration" {
 name = "Zendesk View Migrated"
 description = "Migrated from Zendesk View ID: 12345"
 
 content {
 steps {
 type = "text"
 
 text {
 text = "Hello, how can I help you today?"
 }
 
 # Zendesk views often lack this. GC requires explicit next step or end.
 next_step_id = null 
 }
 
 # Add more steps as needed
 }
}

Key points:

  • next_step_id must be null for the last step.
  • type must be one of: text, question, decision, etc.
  • Do not include Zendesk-specific metadata in the payload.

If you are using the CLI, validate the JSON before posting:
genesys cloud interactions-scripts validate --file script.json

Also, check if your Zendesk views had conditional logic. Static text maps easily. Conditional logic needs GC Decision blocks. Map those manually if the API rejects complex structures.

I see this often in Sydney deployments where legacy Zendesk exports contain hidden characters. Clean the JSON first.