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Purecloud for Salesforce - new contacts for contact list - error

  • 1.  Purecloud for Salesforce - new contacts for contact list - error

    Posted 06-05-2025 19:21

    Daniel_Ondiviela | 2020-09-14 08:50:10 UTC | #1

    Hi,

    we have been running Purecloud for salesforce campaign integration in a customer succesfully for a while. However recently we are seeing sometimes that when we add new campaing member to Salesforce campaigns, they are not added like new contacts in the linked Genesys contact list/campaign. We see this error in Salesforce side:

    We wonder how is it possible to get a "malformed" error type if info comes from Salesforce, we don't build the API call via custom code, it's the Purecloud for Salesforce package who does it.

    Thanks

    Travis_Cawthorn | 2020-09-14 15:27:17 UTC | #2

    Hi Daniel_Ondiviela,

    The purecloud campaign management should handle the building of the url and payloads as you stated but it can run into issues when you are passing additional fields, phone fields, and other custom properties from the campaign member records. Custom fields and mappings can contain unsupported characters, size, or be the incorrect formate according to the api. For example if you map additional phone fields, but the field is populated with a string that can not be converted into the phone number, it can generate a 400 level error. If you have not made any significant changes to your environment you may need to contact your support partner for more information around the specifics of that error by providing them with the correlationId that has been saved as part of the Purecloud Log entry in Salesforce.

    Thanks Travis

    Daniel_Ondiviela | 2020-09-15 17:50:49 UTC | #3

    Hi Travis. Investigating further I have found more detailed errors that are shown in the Purecloud Contact List Request object in Salesforce:

    Any clue about what that error really means?

    Daniel_Ondiviela | 2020-09-17 08:05:00 UTC | #4

    Hi @Travis,

    we are a bit desperate with this issue and customer care is not helping much. If you have any idea of what happens there, it would be really helpful.

    Thanks

    tim.smith | 2020-09-17 16:41:08 UTC | #5

    Please continue working with Care and escalating with your account managers as necessary; the dev forum is not a means to circumvent Care cases.

    system | 2020-10-18 16:41:11 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 8815



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