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  • 1.  Data Actions - Store Error APIs

    Posted 2 days ago

    Hello everyone! 

    It would be great if we could store the API errors that we receive when we trigger them via Data Action.

    From the flows we can only identify if there was success, failure or timeout, and through reports we can see the type of error (4xxx, 5xxx, for example), but without the exact description of the errors.

    Any idea already open or a solution for this scenario? If the answer is no, I will open an idea.

    Thank you!


    #DataActions

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    Edgar Dreger
    Senior Genesys Analyst
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  • 2.  RE: Data Actions - Store Error APIs

    Posted 2 days ago

    Hello Edgar,

    The way I look at exact error is either through Flow Execution History or capture these parameters for data action failure within the architect flow.



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    Jyoti Sharma
    Senior Design Consultant
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  • 3.  RE: Data Actions - Store Error APIs

    Posted 2 days ago

    Hey @Edgar Dreger

    I think you need to build a custom report based on participant data to get more details, but for sure, if this was presented on native report will be really useful.

    In the data action report, they could also show interaction IDs with errors, which would help with troubleshooting. 



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    Arthur Pereira Reinoldes
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  • 4.  RE: Data Actions - Store Error APIs
    Best Answer

    Posted 2 days ago
    when using Data Actions in digital flows, it's possible to store failure values in variables. However, when a Data Action is used in voice flows, it's not yet possible to map/store those failure values.
     
    That said, there is already an idea (INB-I-1498) currently in development to enable this.


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    Elisson Fernandes
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  • 5.  RE: Data Actions - Store Error APIs

    Posted 2 days ago

    Hi Edgar,

    Unfortunately, today Architect/Data Actions do not expose the full downstream API error body natively inside the flow execution context.

    As you mentioned, from the flow side you typically only get:

    • success/failure/timeout
    • status category
    • limited error information

    The detailed response body from the external API is generally not persisted or exposed directly for reporting/troubleshooting purposes.

    Because of this, in production environments many teams end up implementing an intermediate middleware layer instead of calling the target API directly from the Data Action.

    That middleware can:

    • log the full request/response
    • persist correlation IDs
    • capture detailed errors
    • centralize observability
    • sanitize sensitive data
    • implement retries/fallbacks

    This becomes especially important for:

    • troubleshooting intermittent failures
    • auditability
    • vendor API debugging
    • SLA monitoring

    Another common approach is returning normalized/custom error payloads from the middleware back into Architect so the flow can make more intelligent routing decisions instead of relying only on generic failure categories.

    I do think this would be a valuable enhancement request for native Data Actions observability because today the troubleshooting visibility is fairly limited when compared to real integration monitoring platforms.



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    Gabriel Garcia
    NA
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  • 6.  RE: Data Actions - Store Error APIs

    Posted 2 days ago

    Hi Gabriel,

    Agree with this 

    We've seen similar limitations with Data Actions where only high-level failure details are exposed, which makes troubleshooting a bit harder.

    In our case, we use Cloud Functions as an intermediate layer to handle the API calls. This allows us to capture the full request/response, log detailed errors, and return a normalized response back into Architect.

    For example, in our CRM ticket creation flow, we surface specific error messages directly in the agent script when a validation or ticket creation step fails. This has helped significantly with visibility and reduces the need for deeper investigation during live interactions.

    Would definitely be great to see enhanced native observability in Data Actions over time and with the idea posted above hopefully soon.



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    Phaneendra
    Technical Solutions Consultant
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  • 7.  RE: Data Actions - Store Error APIs

    Posted 2 days ago

    To add to what everyone else has said, specially to the details that Gabriel gave, you can create a function data action to work as a Middleware for these scenarios.

    The function will run an external code where you can customize it so that it always returns 200 OK to Genesys Cloud (even when the API throws an error), making sure the error code/description is included in the payload.

    So essentially what happens is.. On architect you invoke the function data action, which runs the code externally to call the API, and even if it fails there (let's say it gives a 404 error), the payload will still be 200 OK (so Genesys successfully has access to the payload on voice flows), and you can use output variables to map the error code/description into your architect flow.



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    Marcello Jabur
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  • 8.  RE: Data Actions - Store Error APIs

    Posted 20 hours ago

    Hi, 
    You can use "common module flow" to call your data actions, when "common module flow" is involved it expose some variables that are not accesible in inbound/outbound flows:

    Then use variables and set it as participant data. 

    But, it would be nice if data action performance view, could have a detailed equivalente, so one could get detailed error exposed and conversation id. In that way troubleshooting will be a lot more easier.

    If you open an idea, please share it to vote for it.

    Regards,
    SG



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    Saugort Dario Garcia
    Arquitecto de soluciones
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  • 9.  RE: Data Actions - Store Error APIs

    Posted 20 hours ago

    Thank you for sharing this Saugort Dario Garcia



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    Phaneendra
    Technical Solutions Consultant
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  • 10.  RE: Data Actions - Store Error APIs

    Posted 20 hours ago

    Hi @Saugort Dario Garcia,

    Great option, thanks for mentioning it!



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    Elisson Fernandes
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