Is it possible to programmatically replicate Zendesk Macro execution logic using the Genesys Cloud Script API without triggering a 400 Bad Request?
We are currently in the final stages of migrating our support operations from Zendesk Support to Genesys Cloud CX. A critical part of this transition involves converting our existing Zendesk Macros into Genesys Cloud Agent Scripts to ensure agents have the same step-by-step guidance. In Zendesk, macros are simple text replacements or ticket field updates. In Genesys Cloud, we are attempting to map these to Scripts that include both agent instructions and potential API actions.
The issue arises when we try to create scripts via the API that reference custom attributes we have migrated from Zendesk. When the script definition includes a step that triggers an API call to update a specific custom attribute, the Platform API rejects the request. The error suggests a mismatch in the attribute data type or a permission issue, yet the attributes exist and are accessible in the UI.
{
"status": 400,
"code": "badRequest",
"message": "Invalid script definition. The action 'updateContactAttribute' references an attribute 'zd_ticket_priority' that does not match the expected schema or is not accessible in the current context."
}
We have verified that the zd_ticket_priority attribute is correctly defined in Genesys Cloud with the same data type as the source Zendesk field. The migration script uses the POST /api/v2/scripts endpoint. We are using the Genesys Cloud SDK for Python (version 1.23.0).
Has anyone successfully mapped Zendesk Macro logic to Genesys Cloud Scripts via API? Are there specific constraints on referencing custom attributes within script actions that are not documented in the standard migration guides? We need to automate this mapping for over 500 macros, so manual creation in the UI is not feasible. Any insights into why the API validation fails would be greatly appreciated.