Outbound Campaign 400 Error during Zendesk Ticket-to-Call Mapping

Does anyone know how to resolve a 400 Bad Request when launching an outbound campaign mapped to Zendesk tickets? We are migrating from Zendesk Talk to Genesys Cloud Outbound, trying to replicate the “click-to-call” logic using the Campaign API.

The environment is Genesys Cloud v2024-02 with Europe/Paris timezone settings. When posting to /api/v2/outbound/campaigns, the payload includes custom attributes mapped from Zendesk ticket fields. The error response states: "message": "Invalid campaign configuration. Contact list must contain at least one valid contact."

This is confusing because the contact list was imported successfully via /api/v2/outbound/contactlists. In Zendesk, the ticket phone number field was directly used, but here the contact list validation seems stricter. We suspect the issue might be related to how the phone_number attribute is formatted in the contact list versus how Genesys expects it for dialing rules.

Is there a specific format required for the phone number in the contact list that differs from standard E.164, or should we be using a different endpoint to validate the contacts before campaign creation? Any insights on mapping Zendesk ticket data to Genesys contact lists would be appreciated.

check your outbound campaign payload structure. the 400 error typically arises when custom attributes from zendesk are mapped incorrectly in the api request. ensure that the attributes object in your json payload strictly follows the schema defined for your organization’s custom data types. often, the issue is not the mapping itself but the data type mismatch. for instance, if a zendesk field is a string but your genesys cloud custom attribute expects an integer, the validator will reject the request. also, verify that the timezone settings in your flow match the europe/paris configuration to avoid any temporal logic errors during the call initiation. review the error message details in the response body, as it usually points to the specific field causing the validation failure. adjust the payload accordingly and retry the post request.