GetExternalContactAction returning empty result for known phone number

Architect & Flows
1

Trying to pull customer data into an Architect flow using the GetExternalContactAction. The goal is to look up a profile by phone number before the agent takes the call.

I’ve set up the data source in Genesys Cloud with a simple SQL query against our legacy DB. The query works fine in the test pane. It returns the full JSON object with name and account ID.

Here is the configuration in Architect:

  • Data Source ID: ds-12345-abc (verified this ID is correct)
  • Input Parameter: phoneNumber mapped to the flow variable ${call.phoneNumber}
  • Output Variable: customerProfile

The issue is that customerProfile is always empty when the flow runs. I added a log action right after the lookup and the variable is null. No errors are thrown in the flow history. The status is SUCCESS but the data payload is missing.

I tried changing the input parameter name to phone instead of phoneNumber to match the SQL column, but that didn’t help. I also checked the timezone settings on the data source since we’re in US/Pacific, but the phone number is just a string.

Is there a specific format the phone number needs to be in for the lookup to trigger? Currently it’s E.164 format like +14155551234. The DB stores it the same way.

Here is a sample of the expected JSON from the data source test:

{
 "name": "John Doe",
 "accountId": "98765"
}

Any ideas why the action succeeds but returns nothing?