Agent Scripting module blocking flow progression in Architect

General Discussion
1

Looking for advice on why the Agent Scripting block is failing to execute when embedded within a high-volume Architect flow. The flow hangs indefinitely after the script node without throwing a specific error code in the conversation logs, despite the script being published and active in the organization.

  • Verified that the script version is current and assigned to the correct queue, with no permission errors logged for the agents involved.
  • Tested the script in isolation using a simple test flow, which executes correctly, suggesting the issue relates to the specific integration point within the complex routing logic.
2

Make sure you check if your script relies on any legacy Zendesk “Satisfaction Rating” or “Custom Status” fields that don’t have a direct 1:1 mapping in Genesys Cloud interactions. This often causes the Agent Scripting module to hang because the API call within the script is trying to fetch an attribute that doesn’t exist in the new schema. When we migrated from Zendesk, we found that scripts referencing ticket.status failed silently in Architect if the target interaction attribute wasn’t explicitly defined in the Data Action.

The issue usually stems from how Genesys Cloud handles interaction attributes versus Zendesk ticket fields. In Zendesk, a script might simply read a tag or a custom field. In Genesys Cloud, you need to ensure the Data Action is correctly pulling the attribute from the Interaction context. Try replacing the direct field reference with a Data Action that explicitly fetches the attribute from the Interaction. For example, instead of accessing interaction.custom_attributes.status, use a Data Action to retrieve it first:

{
 "action": "get-interaction-attribute",
 "attributeName": "custom:status",
 "outputVariable": "currentStatus"
}

Then reference currentStatus in your script logic. This ensures the flow doesn’t hang waiting for a null value. Also, verify that the script version is indeed the one assigned to the queue in Admin > Scripts. Sometimes, after a migration, the version ID changes, and the Architect flow still points to an old, unpublished draft. Check the Script ID in the Architect block against the active version in the Admin console. If the IDs mismatch, the flow will hang indefinitely without logging a permission error. This was a common gotcha for us during our Zendesk-to-GC transition.