Trying to get the GetExternalContactAction to work in Architect for a customer lookup. The goal is to pull account data based on the inbound caller ID before routing to an agent.
I’ve set up the External Integration in Genesys Cloud pointing to our internal API endpoint. The endpoint works fine when tested with Postman using a simple GET request with a query param for the phone number.
Here is the configuration in the Data Action:
- Integration: Customer Lookup API
- Input Field: phoneNumber (mapped to
{{contact.phoneNumber}})
The issue is the output. The action completes without error, but the returned JSON object is empty. No fields are mapped to the contact.
The API response from our server looks like this:
{
"status": 200,
"data": {
"accountId": "12345",
"tier": "gold"
}
}
I’m expecting the accountId to populate a custom attribute on the contact. Nothing is happening. The logs show the request went out, but the response parsing seems to fail silently.
Is there a specific format required for the response body? Or do I need to configure a specific root path in the Integration settings to tell Genesys where to look for the data? I’ve tried setting the root path to data but it still returns empty.