Outbound Campaign API 400 on Legal Hold Metadata

General Discussion
1

Stuck on a problem and need help troubleshooting a validation error when launching a predictive campaign via the API. The request fails with a 400 Bad Request, citing invalid structure for custom disposition codes linked to legal discovery workflows.

The payload includes mandatory tags for EU-1 compliance and audit trails. The schema looks correct against the OpenAPI spec, yet the engine rejects the campaign configuration immediately upon submission.

Using Genesys Cloud v2. Has anyone seen this conflict with outbound dialing parameters? The S3 export integration works fine, so the data action itself is not the issue.

2

Make sure you isolate the configuration error before attempting further API submissions. The 400 Bad Request often stems from mismatched metadata structures rather than the core payload. While the OpenAPI spec validates the syntax, the Genesys Cloud engine enforces stricter business logic on legal hold tags.

  1. Create a Queue Activity view filtered by the specific campaign ID.
  2. Check the “Disposition Details” column for any null values in the custom fields.
  3. Verify that the legal hold metadata keys match the exact casing defined in the Administration settings.

This approach mirrors the debugging process for WFM adherence gaps. The system rejects configurations that do not align with the underlying data schema, even if the API call appears syntactically correct. Reviewing the Performance dashboard logs can reveal if the campaign was partially created and then failed validation. This prevents duplicate entries in the audit trail. Ensure the external CRM endpoints are also responding to the metadata queries, as timeouts can sometimes trigger similar validation errors.

1 Like
3

The documentation actually says legal hold metadata requires explicit schema validation before campaign submission. Use the Genesys Cloud CLI to verify the disposition code structure:

genesys cloud:campaign:create --disposition-codes '[{"id":"legal_hold_1","value":"AUDIT_REQUIRED"}]'

Ensure the value field matches the exact string defined in the admin console.

4

watch out for the legalHold flag on the disposition codes themselves. it’s not just about the campaign payload structure. if those codes aren’t explicitly marked as legal hold compliant in the admin console first, the api throws a 400 because it can’t validate the audit trail requirements.

you can check the status of a specific code with this:

curl -X GET "https://myorg.mygenesyscloud.com/api/v2/outbound/dispositioncodes/{dispositionCodeId}" \
 -H "Authorization: Bearer {access_token}"

look for "legalHold": true in the response. if it’s missing or false, update it before retrying the campaign creation. the engine rejects the config immediately if the underlying data source doesn’t match the compliance flags you’re trying to attach. i’ve seen this trip people up when they copy-paste payloads from older docs. make sure the code exists and is flagged correctly.

1 Like
5

yeah, that flag is the culprit. i’ve seen it before. make sure legalHold is set to true on the disposition code itself, not just in the campaign payload.

2 Likes