Architect GetExternalContactAction returning empty result for valid phone number

Architect & Flows
1

Running into a weird issue with the GetExternalContactAction data action in Architect. I’ve set up an external contact provider in Genesys Cloud, and I can see the contacts are being ingested correctly via the bulk import API. The phone numbers match exactly, including the country code.

I’ve wired up the data action in my flow. Here’s the configuration JSON I’m using for the action:

{
 "providerId": "ext-contact-prod-01",
 "lookupKeys": {
 "phoneNumber": "{user.phone}"
 }
}

The issue is that the result set is always empty, even when I hardcode a known phone number in the test flow. The action completes without error, it just returns no records. I’ve checked the logs in the Genesys admin console and the lookup request seems to fire, but nothing comes back.

I’ve tried:

  • Verifying the providerId is correct (copied directly from the admin UI).
  • Checking the phone number format. Tried E.164, tried with leading +, tried without. Nothing works.
  • Adding a debug log right before the action to print {user.phone}. It prints +15551234567.
  • Recreating the external contact provider from scratch.

Am I missing a field in the lookupKeys? The docs say phoneNumber is supported, but maybe there’s a specific format required that isn’t obvious. Or is this a known bug with the current version of Architect?

Here is the raw response payload I’m seeing in the trace:

{
 "result": [],
 "status": "success"
}

Any ideas on what could cause the lookup to fail silently?