Dealing with a very strange bug here with an Architect expression that is supposed to format +1XXXXXXXXXX into (XXX) XXX-XXXX. I am using regex_replace([{dnis}],["^\+1([0-9]{3})([0-9]{3})([0-9]{4})$"],"($1) $2-$3") but it returns the original string unchanged. Does the GC regex engine not support capturing groups in the replacement string or is my pattern syntax wrong?
The simplest way to resolve this is to drop the regex_replace function and use the native format function with a custom pattern, or ensure your regex replacement syntax matches Genesys’s specific engine quirks. Architect’s regex engine is strict about backreferences. Try this:
format({dnis}, "(XXX) XXX-XXXX")
If the input is strictly +1XXXXXXXXXX, the format function might struggle with the leading country code. A more robust approach using regex in Architect requires escaping the backreferences correctly. The issue is likely the $1 syntax. Genesys often expects \1 or specific group handling. However, the most reliable method for phone masking in Architect is often chaining substring and concat if regex fails:
concat("(", substring({dnis}, 2, 3), ") ", substring({dnis}, 5, 3), "-", substring({dnis}, 8, 4))
This assumes the string is always 11 chars starting with +1. If you must use regex, verify the capture groups. The pattern ^\+1([0-9]{3})([0-9]{3})([0-9]{4})$ is correct, but the replacement string in Architect’s regex_replace sometimes requires $$1 or just \1 depending on the version. I’ve seen inconsistent behavior here.
Context: I use this pattern in my EventBridge Lambda handlers when pre-processing DNIS before sending to Genesys via the API. It’s safer to handle formatting in code (Node.js/Python) rather than relying on Architect’s regex engine, which can be brittle. If you’re integrating with external systems via EventBridge, push the formatted number in the webhook payload instead of relying on Architect to reformat it on the fly. This reduces latency and avoids these regex parsing headaches. Also, check if {dnis} actually contains the + sign. Sometimes it’s stripped to 1XXXXXXXXXX by default in some configurations. If so, adjust the substring indices accordingly.
You need to switch to the Set Participant Data action instead of relying on regex in expressions. The Architect engine strips backslashes, breaking your groups. Use the SDK to inject the formatted value directly. Here is the correct JSON payload for the action.
{
"key": "formatted_phone",
"value": "(555) 123-4567",
"scope": "conversation"
}