Looking for advice on a specific routing conflict emerging in our Architect flows. We are attempting to route inbound WhatsApp messages to a queue that relies on outbound SMS capabilities for automated responses, but the flow terminates with a 400 Bad Request error at the ‘Get Contact’ stage. The error payload indicates invalid_phone_number_format, despite the input adhering strictly to E.164 standards.
This issue correlates with our recent migration of 15 BYOC SIP trunks to handle voice traffic, where we noticed carrier-specific quirks in how number normalization is handled during failover logic. It appears the digital channel engine might be inheriting normalization rules from the voice trunk configuration, causing a mismatch when validating numbers against the carrier’s expected format for outbound SMS delivery.
We have verified that the SIP credentials and outbound routing policies for the trunks are correct, and the numbers are properly assigned in Number Management. However, the digital channel logs show a discrepancy in the normalized_phone field before the error occurs. The environment is running Genesys Cloud version 2023-11, and we are using the latest REST API endpoints for contact retrieval.
Has anyone encountered similar normalization conflicts between voice BYOC trunks and digital channel routing? We suspect the issue lies in how the platform harmonizes number formats across different channel types, but the documentation lacks specific guidance on this interaction. Any insights into decoupling these normalization rules would be appreciated.