Script API 400 Error During Zendesk Macro Import

General Discussion
1

Context:
Just noticed that importing a batch of Zendesk macros into Genesys Cloud scripts is failing. We are moving a tier-1 support queue from Zendesk to GC and trying to map our old trigger-based responses to GC Script blocks. The environment is EU-West (Frankfurt). When hitting the POST /api/v2/scripts endpoint with the payload generated from our export script, we get a 400 Bad Request error. The response body indicates "message": "Invalid script definition. Node 'prompt-01' references undefined variable 'ticket_priority'."

In Zendesk, we relied heavily on dynamic placeholders like {{ticket.priority}} which were resolved at render time. I assumed Genesys Script variables would handle this similarly, but it seems the validation is stricter during creation. I have defined the variables in the script header, yet the error persists. The SDK version in use is Genesys Cloud REST API v2.

Question:
Is there a specific JSON structure required for variable declarations in the script definition to prevent this validation error? In Zendesk, variables were implicit; how do we explicitly bind these in GC before the prompt nodes can reference them? Any examples of a minimal valid script payload with custom variables would be appreciated.

2

What’s probably happening here is that missing media type flags for those digital channel imports. check the payload structure against the v2 script schema, specifically for zendesk migrated interactions.

3

The root of the issue is likely that the Zendesk macro structure doesn’t map 1:1 to Genesys Cloud script blocks. The suggestion above mentions media types, but the real issue is usually the payload schema mismatch. Direct API imports often fail because GC expects specific type fields for each block (e.g., prompt, input, transfer).

“When hitting the POST /api/v2/scripts endpoint with the payload generated from our export script, we get a 400 Bad Request error.”

Instead of debugging the JSON manually, use genesyscloud-script resources in Terraform. It validates the structure before deployment.

resource "genesyscloud-script" "zendesk_import" {
 name = "Tier1-Zendesk-Macro"
 label = "Zendesk Import"
 flow_type = "EXTERNAL"

 block {
 type = "prompt"
 label = "Welcome"
 # Map Zendesk text here
 }
}

This approach catches schema errors early. Also, ensure flow_type is set correctly. Direct API calls skip validation steps that the provider handles automatically.

4

Make sure you validate the block structure before sending. The 400 error usually means the JSON schema is invalid for Genesys Cloud. Try this minimal payload structure to test the endpoint:

{
 "type": "voice",
 "blocks": [
 { "type": "prompt", "text": "Hello" }
 ]
}

Check the block types carefully.

5

This seems like a classic schema mismatch. the suggestion above about block types is correct, but you also need to ensure the id fields are unique strings. zendesk exports often reuse numeric ids. generate new uuids for each block before posting to avoid that 400.