No idea why this is happening, the integration between our legacy Zendesk ticketing system and the new Genesys Cloud Architect flow is breaking during the initial IVR routing phase. We are migrating from a Zendesk setup where customer intent was determined by simple tag matching (e.g., tag:billing, tag:technical), and we attempted to replicate this logic in Genesys Cloud by mapping those tags directly to specific Skills in the Architect flow. The goal was to preserve the existing routing logic without rebuilding the entire decision tree from scratch, given our tight migration timeline in the EU1 region.
However, every time a call enters the flow and hits the “Set Attribute” block designed to map the incoming Zendesk tag to a Genesys Skill, the flow fails silently or throws a generic error in the trace logs. The specific error observed in the Architect trace is:
Error: Invalid skill assignment. Skill 'billing_support' not found in organization scope.
Here are the steps to reproduce the issue:
- In Zendesk, create a test ticket with the tag
billing_inquiry. - Trigger a webhook that sends this tag data to the Genesys Cloud Architect flow via the
/api/v2/architect/flows/{flowId}/interactionsendpoint. - In the Architect flow, use the “Set Attribute” block to parse the JSON payload and assign the value to the
routing.skillsparameter. - Attempt to route the interaction using the “Transfer” block based on the newly assigned skill.
The skill billing_support definitely exists in the Genesys Cloud admin console under the correct organization and sub-organization. We have verified the skill IDs and names multiple times. Is there a specific permission issue or a delay in skill provisioning that affects Architect flows differently than standard agent assignments? In Zendesk, tags were immediately actionable, but this latency or scope error in Genesys is blocking our migration. Any insights on how to properly scope skills for Architect-driven routing compared to Zendesk’s flexible tag system would be greatly appreciated.