We are attempting to refactor a legacy CXone Studio script to pull customer order history from our internal ERP via a REST call before the agent takes ownership. The goal is to reduce handle time by pre-fetching data. I’ve been using the Genesys Cloud Terraform provider for the last five years, so I’m quite comfortable with API integrations, but the Studio Snippet syntax feels… distinct. Less declarative, more imperative in a weird way.
The snippet is designed to construct the authorization header and make a GET request. Here is the relevant block:
ASSIGN url = "https://api.internal-erp.com/v1/orders/" + CRM.CustomerID
ASSIGN header = "Authorization: Bearer " + CRM.TempAuth
// Attempting to initialize the proxy
ASSIGN proxy = GetRESTProxy()
// Setting the method
proxy.SetMethod("GET")
proxy.SetURL(url)
proxy.AddHeader("Content-Type", "application/json")
proxy.AddHeader("Authorization", header)
// Executing
proxy.Execute()
When I run this in the Studio debug mode, the execution halts immediately at the GetRESTProxy() line. The error log returns:
[ERROR] INVALID_FUNCTION: Function 'GetRESTProxy' is not defined or not available in current scope.
I have verified that the Studio version is current (19.2). The documentation suggests GetRESTProxy is the standard entry point for REST actions within a snippet. I’ve tried importing the REST library explicitly via IMPORT library "REST" at the top of the snippet, but that doesn’t change the outcome. It seems the function isn’t being recognized by the runtime engine.
Is there a specific namespace or context required to access this function? Or is GetRESTProxy deprecated in favor of a different pattern for Studio 19.x? I’ve also considered using the HttpCall action in the main flow instead of a snippet, but we need the conditional logic inside the snippet to handle pagination headers, which HttpCall doesn’t support natively.
Any pointers on the correct invocation syntax would be appreciated. I’m stuck on this for now.