Configuration is broken for some reason as expected within our current Genesys Cloud deployment. We are building a custom IVR flow that requires a synchronous REST callout to our partner API for real-time customer data retrieval before routing. The flow executes the ‘Call REST API’ task, but it consistently fails with a 502 Bad Gateway error after roughly 15 seconds, despite the target endpoint responding in under 200ms in standalone tests.
The environment is running the latest stable release of Genesys Cloud. We have verified that the API key used in the authentication header is valid and has the necessary scopes. The endpoint is publicly accessible and supports HTTPS. We have also configured the timeout settings in the task to 30 seconds, which should be sufficient. No firewall rules are blocking the outbound traffic from Genesys Cloud to our domain.
We have attempted to log the request and response details within the Architect flow, but the 502 error prevents any response body from being captured. The error message provided by Genesys Cloud is generic and does not indicate whether the failure occurred at the network level or during the HTTP handshake. This is blocking our deployment timeline for the upcoming quarter.
Can anyone provide insight into common causes for 502 errors in this specific context? Are there known issues with REST callouts in Architect flows when dealing with specific TLS configurations or certificate chains? We need to determine if this is a configuration error on our end or a platform limitation.