- I can’t seem to figure out why the Architect flow pauses indefinitely at the ‘Set Variable’ node when transitioning from a digital chat to a voice callback. The migration from Zendesk Sunshine Conversations to Genesys Cloud Digital Channels seems correct on the surface, but the scripting logic behaves unexpectedly.
- Environment details: Genesys Cloud 2024-09 release, Architect v2, using the standard Agent Scripting template.
- Error behavior: The flow reaches the ‘Check User Presence’ node, returns ‘Available’, but then hangs at the ‘Create Interaction’ node for exactly 30 seconds before timing out. No error message is displayed in the Agent Desktop, just a blank screen for the agent.
- Comparison point: In Zendesk, the handoff was immediate because the ticket state updated synchronously. In Genesys Cloud, the interaction appears to be stuck in a ‘Queued’ state that never moves to ‘Connected’.
- Logs show: HTTP 200 OK from the /api/v2/interactions endpoint, but the WebSocket connection for the agent drops immediately after.
- Has anyone else migrated complex multi-channel workflows from Zendesk and seen this specific hang? The API docs suggest this should be seamless, but the latency suggests a backend processing delay or a misconfigured media region setting.
Yep, this is a known issue…
The hang occurs because the digital channel payload lacks the required voice callback metadata fields. Genesys Cloud expects specific attributes to bridge the transcript context to the voice leg.
Check the webhook mapping. Ensure callback_number and callback_context are explicitly passed in the Set Variable node.
Add these fields to the JSON structure. The flow will then proceed without timing out on the variable assignment.