Can’t quite understand why the equivalent of a Zendesk macro action is failing in Genesys Cloud Architect during our migration pilot. We are moving from Zendesk’s ticket-based workflow to Genesys Cloud’s interaction-centric model, and the digital channel migration is hitting a snag at the IVR level.
In Zendesk, we had a simple rule: if a ticket tag contained urgent, trigger a specific notification. We are replicating this in Genesys Cloud by using a Data Set Lookup block to check a custom attribute passed from the initial webchat widget. The attribute is priority_level.
The issue arises when the Data Set Lookup block cannot find the matching record. In Zendesk, missing tags just meant the macro didn’t apply, and the flow continued. Here, the flow seems to hang or drop. We are seeing this error in the interaction logs:
“Data set lookup failed: No matching records found for key ‘priority_level’. Fallback value not configured.”
This happens specifically when the attribute is null or empty, which is common in our current test environment. We are running Genesys Cloud version 2024.2.0. The Data Set is named Priority_Mapping and contains columns for level and routing_queue.
I am struggling to map the Zendesk concept of ‘no tag means no action’ to Genesys Cloud’s strict data validation. Is there a way to configure the Data Set Lookup block to ignore missing keys gracefully, or do I need to add a precondition block to check for null values before the lookup?
Also, how does this impact the reporting differences we are seeing? In Zendesk, these would just be untagged tickets. In Genesys Cloud, they seem to disappear from our IVR analytics unless handled explicitly. Any practical advice on structuring the fallback logic would be appreciated. We want to avoid dropping calls due to missing data attributes.