- Environment: Genesys Cloud EU-West-1
- Migration Scope: Zendesk Support → Genesys Cloud IVR
- Architect Version: Latest
- User Role: Admin (Migration Specialist)
Stuck on mapping a complex Zendesk ticket field to a Genesys Cloud IVR form. In Zendesk, we used a dynamic dropdown for ‘Issue Category’ that populated based on the user’s selected product. I am trying to replicate this logic in an Architect flow using the ‘Form’ action.
The issue is that the Form action seems to expect static options or a single dynamic source. I am trying to use a previous variable (Product Selection) to filter the options for the Category dropdown, but the flow fails with a validation error stating ‘Invalid option source configuration’.
In Zendesk, this was just a simple field dependency rule. How do I achieve this conditional logic in Genesys Cloud without hardcoding every product-category combination? I have tried using a Script step to build the JSON array, but passing that dynamic array into the Form action’s options field is proving tricky. Any pointers on the correct JSON structure for dynamic form options in Architect?