Stuck on a 400 bad request when trying to map zendesk ticket fields to genesys cloud bot variables. we are migrating a support queue from zendesk to genesys cloud and need to push ticket priority and category into the bot session. the goal is to replicate the zendesk workflow where high priority tickets trigger an immediate human transfer.
i am using the architect api v2 to update the bot configuration. the payload seems valid according to the docs but gc rejects it with a 400 error. the specific field causing the issue is the custom zendesk field mapping to a bot text variable.
error message: “invalid input for variable type text”. the zendesk field is a dropdown but we are converting it to text before sending. i have tried url encoding the values but no luck.
we are in eu-west region. any ideas on how to properly map zendesk dropdown fields to genesys cloud bot text variables? the documentation is sparse on this specific migration scenario. thanks for any help.