- Environment: Genesys Cloud Private Cloud (v2023-10-24)
- Migration Scope: Zendesk Support to Genesys Cloud CX
- API Version: v2.1
- Error: 400 Bad Request
- Endpoint: POST /v2/outbound/campaigns
I cannot figure out why the campaign creation fails when trying to map Zendesk ticket priority levels to Genesys Cloud skills for outbound dialing.
The migration strategy involves taking high-priority Zendesk tickets (mapped to ‘urgent’ tags) and routing them through a specific Outbound Campaign in Genesys Cloud. In Zendesk, we relied on triggers to assign these tickets to agents based on priority. In Genesys Cloud, the plan is to use skills for routing. The script pulls the Zendesk ticket data, maps the ‘urgent’ tag to a specific Genesys Cloud skill ID, and then attempts to create or update the campaign configuration via the API.
The issue arises when the skill ID is passed in the campaign definition. The API response returns a 400 Bad Request with the message: "Invalid skill reference. Skill not found or not enabled for outbound." However, the skill definitely exists in the system and is enabled. It is assigned to the correct agent groups.
I have verified the skill ID multiple times. It matches the ID returned by GET /v2/routing/skills/{skillId}. The flow itself works fine when tested manually in Architect, but the API call fails consistently. Is there a specific permission required for the API user to associate skills with outbound campaigns? Or is there a limitation in the API regarding skill validation during campaign creation?
The goal is to automate this mapping process without manual intervention. Any insights into why the API rejects a valid skill ID in this context would be appreciated. We are trying to replicate the Zendesk trigger logic as closely as possible in Genesys Cloud.