We are setting up an Architect flow to fetch customer data using GetExternalContactAction. The endpoint is configured with the phone number as the search key, but the action consistently returns a 404 Not Found even though the record exists in our external system. I have verified the API credentials in the integration settings. The request payload looks like {“phoneNumber”: “+15550199”}. Any ideas why the lookup fails?
Studio’s Get External Contact action is picky about data types. You’re sending a string in JSON, but the action often expects the raw value without the + if it’s mapped to a specific field type, or it might be failing on the integration side before it even hits your endpoint.
Check the Integration endpoint config first. Is it set to GET? If so, Studio appends the search key as a query parameter. Your external system might not be parsing ?phoneNumber=+15550199 correctly due to URL encoding. The + often gets converted to a space in query strings.
Try switching the Integration endpoint to POST and mapping the phone number to the body. Here’s the typical JSON payload Studio sends for a POST lookup:
{
"searchKey": "+15550199",
"searchKeyLabel": "phoneNumber"
}
If your backend expects just the digits, strip the + in a preceding Set Variable action. Also, verify the integration logs in Admin > Integrations. If the 404 is coming from Genesys, the integration is unreachable. If it’s coming from your backend, check the routing.