How do I correctly to handle the data structure mismatch when migrating outbound campaigns from Zendesk Sell to Genesys Cloud? We are currently in the middle of a migration project, and the team is struggling with how to map custom ticket fields to the contact list attributes required for predictive dialing. In Zendesk, we used to push data directly into the ticket object via the API, and the dialer would just pick it up based on the lead status. Here, the architecture feels much more rigid.
We are trying to use the Data Action to fetch contact details from our custom database before the dialing sequence starts. The goal is to replicate the dynamic field updates we had in Zendesk, where a callback request would update the ticket description and immediately trigger a new outbound attempt. In Genesys Cloud, we are seeing a significant delay, and sometimes the data action fails to return the correct attributes for the current interaction context.
The error we are getting is consistently a 400 Bad Request when the Data Action tries to write back to the custom database via the REST endpoint. The payload seems correct, but the response indicates a schema violation. Here is the snippet from the debug trace:
{
"error": "SCHEMA_VIOLATION",
"message": "Field 'campaign_id' is missing or invalid type",
"code": 400
}
It seems like the campaign_id context is not being passed correctly from the Architect flow to the Data Action. In Zendesk, the ticket ID was always available in the global namespace. Here, we have to explicitly map it. Is there a specific way to ensure the campaign context is preserved across the Data Action boundary? Or should we be using a different approach, like pre-enriching the contact list in the Campaigns app instead of doing it at runtime? The latency in Zendesk was negligible, but here we are seeing timeouts if we don’t optimize the query. Any advice on best practices for this migration pattern would be great.