Looking for advice on a recurring integration failure within our Architect flow. The environment is Genesys Cloud Release 2024-12 (v13.2) deployed in the AWS London region. We utilize a Data Action to push case updates to ServiceNow via a REST API webhook. The initial POST request to ServiceNow succeeds with a 201 Created status, but the subsequent attempt to parse the response payload in the Architect flow fails consistently.
The webhook returns a standard ServiceNow JSON response containing the sys_id and active status. However, the Architect ‘Parse JSON’ block throws a ‘SyntaxError: Unexpected token < in JSON at position 0’. This typically indicates an HTML error page rather than JSON, yet the HTTP status code received is 400 Bad Request, not 200.
We have verified the Content-Type headers are set to application/json. The issue appears isolated to specific digital channel interactions where the payload includes special characters from WhatsApp messages. Standard voice channel data processes without error. The ServiceNow side logs show the request was received but rejected due to character encoding issues, yet the error response format seems to be causing the parsing block to choke before we can handle the 400 gracefully.
How can we configure the Architect flow to handle non-JSON error responses from ServiceNow webhooks without breaking the entire flow execution?