We are attempting to enrich inbound calls using the GetExternalContactAction in Architect. The goal is to fetch customer details from our internal REST API before the agent accepts the call. The action is configured to send a POST request to https://internal-api.example.com/v1/customer/lookup.
The input mapping in Architect is set to pass the caller’s phone number. The JSON payload sent by the action looks correct:
{
"phoneNumber": "{contact.phone_number}"
}
When I test this endpoint directly using Postman with the same JSON body, I receive a 200 OK and the expected customer object. However, when the call flows through Architect, the result output variable remains empty. The action status in the call log shows “Success”, but no data is populated.
I have verified that the timeout is set to 5 seconds, which should be sufficient for our internal API. The response from the API is:
{
"id": "12345",
"name": "John Doe",
"tier": "gold"
}
Is there a specific requirement for the response structure that the GetExternalContactAction expects? Or perhaps the content-type header needs to be explicitly set in the action configuration? I have tried adding Content-Type: application/json to the headers in the action settings, but the result is still null.
Any pointers on how to debug the actual request being sent by Architect would be appreciated. The documentation is somewhat sparse on error handling for this specific action type.