My current config is completely failing… I cannot figure out why the bot flow is proceeding to the ServiceNow incident creation stage despite the NLU confidence score falling below our defined threshold. The environment is Genesys Cloud Engagement, running the latest patch level.
The intent create_ticket returns a confidence of 0.42, which is explicitly below the 0.60 cutoff set in the NLU node configuration. However, the flow continues to the webhook.execute node targeting the ServiceNow REST API (/api/v2/table/incident). The payload sent contains the low-confidence intent data, resulting in malformed incidents in ServiceNow.
I have verified the webhook payload structure matches the Genesys Docs specification for passing custom attributes. The issue appears isolated to the decision logic post-NLU evaluation. Should I be using a specific condition node to filter by nlu.confidence before the webhook call, or is there a known issue with the NLU node bypassing its own threshold settings in recent updates? Any insights from others integrating ServiceNow via Data Actions would be appreciated.