Hey folks,
I’m trying to use the GetExternalContactAction in Architect to look up customer details based on the caller’s phone number. It seems like a straightforward task, but I’m stuck.
- Environment: Genesys Cloud, US/Central
- Trigger: Incoming call to Support Queue
- Action: GetExternalContactAction
- Key:
{{conversation.call.from.number}} - Target:
customer_details
The action completes without error, but the customer_details object remains empty. I’ve verified the phone number format matches the external directory exactly. Here’s the expression I’m using for the key:
"key": "{{conversation.call.from.number}}"
Am I missing a configuration step in the external directory setup or is there a specific format required for the phone number in the action?