Running into a wall with the GetExternalContactAction in Architect. Trying to pull customer details from our external CRM before the IVR routes the call. The endpoint is live and returns 200s when I hit it directly from Postman or curl.
The action config looks standard. I’m passing the callerPhone data node as the lookup key. Here’s the JSON payload I’m seeing in the debug logs for the request body:
{
"id": "callerPhone",
"value": "+18005550199"
}
The external service expects a simple GET request like /api/customers/lookup?phone=+18005550199. But Architect keeps throwing a 404 Not Found. The error message in the flow debug is just External contact lookup failed. No details. Just 404.
I’ve checked the following:
- The external URL is correct and accessible from the NICE CXone environment (verified via ping test).
- The phone number format matches exactly what the CRM expects (E.164).
- The
keyfield in the action is mapped to the correct data node. - I’ve tried stripping the
+prefix and using just the digits, same result. - The CRM logs show the request never hits the endpoint. It fails before the outbound request is even made. Or maybe it is being made, but the path is wrong?
Wait, I just noticed something. The debug log shows the request URL as /api/customers/lookup?key=+18005550199 instead of phone. I didn’t specify a query parameter name in the action config. Is there a default parameter name for GetExternalContactAction?
If I don’t specify the query param name, does it default to key? That would explain the 404. The CRM is looking for phone.
How do I map the data node value to a specific query parameter name in the GetExternalContactAction? There’s no field for “query param name” in the action UI. Just “Key” and “Value”.
Am I missing a step here? Or is this action only meant for POST requests with a JSON body?
Tried switching to a SetVariable action with a REST API call instead, but that’s clunky. I’d rather get the built-in action to work.