Fun one today. A Data Action designed to push a Salesforce Case creation request based on the selected wrap-up code is failing intermittently with a 400 Bad Request. The screen pop during the active call works fine, but the post-call trigger is where it falls apart.
The Setup
- Environment: Genesys Cloud v2 API
- Trigger: Wrap-up code selection in Architect
- Action: Data Action calling a Salesforce REST endpoint to create a Case object linked to the Contact ID
The Issue
The flow is configured to pull the wrap-up code ID and pass it to the integration. Most calls process without a hitch, but about 15% of the time, the action fails. The logs show the payload is being sent, but Salesforce rejects it.
I tried to verify the code details using:
GET /api/v2/routing/wrapupcodes/{codeId}
The response from Genesys is valid, and the codeId exists. The mapping in the Data Action configuration looks correct, and it’s using the same logic that works for the screen pop. The issue only happens during the wrap-up phase.