Outbound Campaign API 400 on ServiceNow Triggered List Upload

General Discussion
1

Could use a hand troubleshooting this 400 Bad Request when pushing contact lists from ServiceNow to Genesys Cloud Outbound via the Campaign API. The payload structure matches the docs exactly, yet the endpoint rejects the batch upload with a generic validation error.

  • Validated JSON schema against the OpenAPI spec for POST /api/v2/outbound/campaigns/{campaignId}/contacts
  • Confirmed ServiceNow Data Action headers include valid OAuth2 tokens for the UK Prod tenant
2

Make sure you verify the contact attribute mapping between ServiceNow and Genesys Cloud before pushing the batch.

Cause: The 400 error often stems from schema mismatches in the contact definition rather than the request payload itself. In Zendesk, custom fields were more flexible during ticket creation, but Genesys Cloud Outbound requires strict alignment with the Campaign’s contact profile. If a required field in ServiceNow maps to an optional field in GC (or vice versa), the API rejects the entire batch.

Solution: Check the contactProfileId in your campaign configuration. Ensure the JSON payload includes all mandatory fields defined in that profile. Also, verify that the OAuth token has outbound:contact:write scope.

{
 "contactId": "SN001",
 "contactProfileId": "your-profile-id",
 "attributes": {
 "phone_number": "+33123456789",
 "email": "[email protected]"
 }
}

This strict validation is a common hurdle when migrating from Zendesk’s looser data entry models.