Agent Scripting API 400 Error During Zendesk Migration

General Discussion
1

My current config is completely failing…

Migrating Zendesk macros to Genesys Cloud Agent Scripting, but the POST request to /api/v2/integrations/scripting/scripts fails with a 400 Bad Request. The payload structure mirrors our old Zendesk sidebars, yet GC rejects it.

  1. Define script with type: "agent".
  2. Include steps array with action: "set-field".
  3. Send JSON payload.

GC returns "message": "Invalid step definition". How do we map Zendesk macro actions correctly?

2

It depends, but generally… the 400 error stems from a mismatch between Zendesk’s macro structure and Genesys Cloud’s strict schema for agent scripting steps. When migrating, you cannot simply copy the JSON payload because Genesys requires specific action types like set-field to include a valid field object with id and value. The error “Invalid step” usually means the steps array contains an action that is not recognized or lacks required properties. For example, a valid step for setting a custom field looks like this: { "action": "set-field", "field": { "id": "customField_123", "value": "migrated_value" } }. If you are using JMeter to test this migration, ensure your thread count is low initially to isolate schema errors from rate limits. Start with 10 concurrent threads to validate the payload structure before scaling up. Also, check if the type: "agent" is correctly placed at the root level of the script object. Genesys Cloud Agent Scripting does not support all Zendesk sidebar actions directly, so you might need to map set-field actions to equivalent Genesys custom field IDs. Use the Genesys Cloud API explorer to validate the step structure before sending the full payload. If the error persists, check the details array in the response body for specific field validation errors. This approach helps identify which step is causing the rejection. Avoid sending large batches until the single script creation works.

3

You need to ensure the field object within each step references a valid Genesys Cloud form field ID rather than a Zendesk attribute key.

{ "action": "set-field", "field": { "id": "gc_field_123", "value": "example" } }

The schema validation fails immediately when the referenced ID does not exist in the target form definition.