Looking for advice on a specific failure mode within Genesys Cloud Architect flows when attempting to tag digital channel interactions for legal discovery. The environment is Genesys Cloud v2024.05, London region. We are building a workflow to automatically apply a ‘Legal Hold’ attribute to WhatsApp and Messenger transcripts upon receipt of a specific IVR input, ensuring they are excluded from standard retention deletion and flagged for bulk export.
The issue occurs in the ‘Set Variable’ block immediately following the initial interaction analysis. When the flow attempts to write the custom attribute legal_hold_status: true to the interaction context, the Architect execution log returns a 500 Internal Server Error. The error payload is minimal:
{"error_code": 500, "message": "Failed to update interaction context: transient internal error"}
This does not happen consistently. It appears when the digital channel payload exceeds a certain size, specifically when the transcript text contains complex Unicode characters or emoji sequences common in WhatsApp conversations. Standard SMS transcripts with ASCII characters process without issue. The bulk export job itself completes successfully for the unaffected interactions, but the legal hold flag is missing, which compromises our chain of custody documentation for these specific records.
We have verified that the variable name is valid and does not conflict with reserved system fields. The API call to /v2/interactions/interactions via the SDK also fails with a 500 error when attempting to patch the context with similar large payloads containing mixed scripts. Is there a known character limit or encoding restriction for custom attributes within the interaction context in the London region? Or should we be routing this metadata injection through a separate webhook to avoid the Architect processing bottleneck?