Trying to understand why our Predictive Dialer campaign returns a 400 Bad Request when attempting to upload the contact list derived from our Zendesk export. We are currently migrating our outbound sales operations from Zendesk Sell to Genesys Cloud. In Zendesk, we simply uploaded a CSV with standard columns, and the system handled the mapping automatically. Here, the process feels much more rigid.
The error occurs specifically at the /api/v2/outbound/campaigns/{campaignId}/contacts endpoint. The payload includes the contactListId and the file metadata. The response body indicates a validation error regarding the phone_number format, specifically stating that the E.164 format is missing the country code prefix. However, our Zendesk export already includes the ‘+’ symbol and the country code (e.g., +33123456789 for our Paris office).
I have verified the data in the source CSV. It looks perfect. I suspect the issue might be related to how the Data Action or the initial import job is parsing the string before it reaches the Outbound API.
“Contact numbers must be in valid E.164 format. Ensure that the country code is included and that no spaces or dashes are present within the number string.”
This is exactly what we have. No spaces, no dashes, just the plus sign and digits. Yet, the API rejects it. I am trying to replicate the seamless upload experience we had in Zendesk, but Genesys Cloud seems to require a more explicit pre-processing step that I cannot find in the documentation.
Is there a specific regex pattern or a pre-processing step in Architect that needs to be applied to clean the phone numbers before they hit the Outbound API? Or is this a known limitation when migrating large datasets from Zendesk where the character encoding might differ slightly? Any guidance on how to debug this specific 400 error would be appreciated. I want to ensure the migration is smooth for our agents who are used to the Zendesk workflow.