I’m trying to use the GetExternalContactAction in an Architect flow to look up a customer by their phone number before routing the call. I have a simple external integration set up that hits our internal CRM API. The integration is configured to accept a phone number and return basic contact info. The problem is that every time the action runs, it fails with a 404 Not Found error, even though I know the customer exists in our CRM. I’ve double-checked the phone number format being passed from the inbound call data. It’s coming in as +15551234567, which matches what our CRM expects. I tried changing the format to 15551234567 just in case, but that didn’t help either. The error message in the flow execution log is pretty generic: “External contact lookup failed with status 404.” I don’t see any detailed error response from the CRM in the Genesys logs. Here’s the JSON payload I’m sending to the external integration:
{
"phoneNumber": "{{interaction.channel.phone.from.number}}"
}
And here’s the expected response structure from our CRM:
{
"id": "cust123",
"name": "John Doe",
"tier": "gold"
}
I’ve verified that the CRM endpoint is accessible from the Genesys Cloud environment by using a simple GET request from the integration test tool. The request succeeds when I hardcode the phone number. But when I use the dynamic value from the interaction, it fails. I’m wondering if there’s something wrong with how I’m mapping the phone number in the action configuration. Or maybe the CRM API is rejecting the request for some other reason. I’ve checked the integration logs in Genesys, but they don’t show the actual HTTP request or response body. Just the status code. Any ideas on how to debug this further? I’m stuck.