We are currently investigating a recurring integration issue within our AppFoundry partner application, which serves multiple enterprise clients across different Genesys Cloud organizations. Our platform utilizes Genesys Cloud webhooks to trigger real-time synchronization of contact center data with our proprietary CRM solution.
Recently, we have observed a significant increase in webhook delivery failures, specifically receiving HTTP 429 Too Many Requests responses from the Genesys Cloud webhook delivery service. This issue appears to be correlated with peak call volumes during our clients’ business hours (09:00-17:00 PST). The failure rate exceeds 15% during these windows, which is unacceptable for our Service Level Agreements.
Our current implementation adheres to the documented webhook retry policies, yet we are still experiencing sustained backpressure. We have verified that our endpoint server is responding with 2xx status codes within the 5-second timeout window for successful deliveries. We are also utilizing the recommended exponential backoff strategy for retry attempts.
Has anyone encountered similar rate-limiting behavior on the webhook delivery side of the API? We are looking for best practices to handle high-throughput webhook scenarios without triggering rate limits. Specifically, we would like to know if there are configurable thresholds for webhook delivery rates per organization or if we need to implement a more aggressive local queuing mechanism to smooth out request bursts. Any insights into the specific rate-limiting algorithms applied to webhook deliveries would be greatly appreciated.