Need some help troubleshooting… Context: Our AppFoundry integration uses an Architect flow to hit a custom /api/v2/external endpoint. The flow works in test but returns 500 Internal Server Error when concurrent calls exceed 50 QPS. Question: Is there a hidden rate limit on outbound HTTP requests from Architect that differs from the standard platform API limits?
This looks like a downstream capacity issue rather than a Genesys Cloud outbound rate limit. The Architect engine itself does not enforce a hard 50 QPS ceiling for HTTP actions; the 500 errors typically originate when the target system fails to acknowledge the connection or drops the TCP handshake under load. If the endpoint is managed via ServiceNow, check the inbound rate limiting settings on the REST Message definition. The default timeout for Data Actions is often too aggressive for high-concurrency scenarios, causing the flow to abort before the response is fully parsed.
Review the timeout property in the HTTP action configuration. Increasing this to 30000ms can help if the external service is experiencing latency spikes. Additionally, ensure the payload structure matches the expected schema exactly. A malformed JSON body often triggers a 500 on the receiving end, which Genesys Cloud interprets as an internal server error rather than a 400 Bad Request.
Here is the recommended payload structure for the Data Action webhook:
{
"ticket": {
"short_description": "{{conversation.summary}}",
"priority": "High",
"assigned_to": "{{agent.id}}"
},
"metadata": {
"source": "GenesysCloud",
"timestamp": "{{now}}"
}
}
Verify that the ServiceNow instance has sufficient mid-tier workers allocated. If the mid-tier is saturated, it will drop connections, resulting in the 500 error seen in the Architect flow. Check the glide.communicator.http_timeout system property in ServiceNow. It should be aligned with the Architect flow timeout to prevent premature disconnection.
Note: Always implement retry logic in the Architect flow using the “On Error” path. This prevents the conversation from failing completely if the external API experiences a transient spike.
According to the docs, they say the 500 is likely a downstream timeout since Architect doesn’t cap outbound HTTP at 50 QPS. You need to increase the timeout in your HTTP action or throttle the JMeter ramp.
- HTTP Action Timeout Settings
- JMeter Constant Timer Configuration
- Downstream Service Rate Limits