Architect Script Component Timeout on Digital Channel Export Metadata

General Discussion
1

Quick question about the integration between the Architect Script Component and our external legal discovery workflow.

We are operating in the EU-West-1 region. Our compliance team requires a strict chain of custody for digital channel interactions (WhatsApp, Web Chat) before they are archived. We have built a custom Architect flow that triggers upon conversation end. The flow calls a Data Action to fetch specific metadata (agent ID, session UUID, channel type) and then invokes a Script Component to push this data to our secure S3 bucket alongside the recording blob.

The issue is intermittent but frequent enough to break our audit trails. The Script Component returns a generic timeout error after 30 seconds, even though the external API logs show the request was received and processed in under 2 seconds.

Steps to reproduce:

  1. End a Web Chat interaction routed through the specific digital channel integration.
  2. Monitor the Architect flow execution trace in the Genesys Cloud UI.
  3. Observe the ‘Push Metadata to S3’ Script Component node.
  4. The node turns red with error code 504 Gateway Timeout.
  5. Check the external S3 bucket. The recording file exists, but the accompanying JSON metadata file is missing, causing a chain of custody breach.

We have verified the following:

  • The S3 bucket policy allows POST requests from the Genesys Cloud IP ranges.
  • The Data Action preceding the script component successfully retrieves the metadata.
  • The timeout setting on the Script Component is set to the maximum allowed value.
  • This works consistently for voice recordings but fails for 40% of digital channel exports.

Is there a known limitation with Script Components handling larger payloads from digital channels? Or is this related to how the recording export job queues the metadata request? We need this resolved as it impacts our legal hold capabilities. Any insights into the internal queuing mechanism for digital channel metadata would be appreciated.

2

It depends, but generally… the timeout isn’t usually caused by the Architect flow logic itself, but by how the Data Action handles the HTTP response from your external legal discovery endpoint under load. When you are dealing with digital channel exports, the metadata payload can get heavy, and if the external service doesn’t respond within the strict Genesys Cloud Data Action timeout window (usually 30-60 seconds depending on the version), the whole flow hangs.

From a load testing perspective, I’ve seen this pattern break when concurrent call volumes spike. The WebSocket connection for the digital channel stays open, but the backend API call to fetch metadata becomes a bottleneck. Here is what you need to check in your JMeter setup to simulate this correctly:

  • Configure the Data Action Timeout: Ensure your Data Action has an explicit timeout set. Do not rely on defaults. Set it to match your external API’s SLA.
  • Simulate Concurrent Metadata Fetches: In your JMeter script, add a Thread Group specifically for the /api/v2/architect/flows execution. Use 50-100 concurrent threads to mimic peak digital chat volume.
  • Monitor API Throughput: Watch the response times for the external HTTP request inside the Data Action. If you see latency > 2s, your external endpoint is likely rate-limiting or blocking.
  • Check WebSocket Lifecycle: Ensure your JMeter script properly closes the WebSocket connection after the flow triggers. Leaving them open consumes tenant-wide WebSocket limits, which can cause subsequent flows to time out due to resource exhaustion.

If the external service is slow, consider caching the metadata or using an asynchronous pattern. Direct synchronous calls during peak load are a recipe for timeouts. The issue is rarely the Architect component; it is the external dependency failing under concurrent request pressure.

3

Quick question about the integration between the Architect Script Component and our external legal discovery workflow.

Have you tried reducing the concurrent thread count in your JMeter test? The 30s timeout often hits when the Data Action queue backs up during high-volume digital channel exports. Try capping threads at 50 and adding a 200ms delay between requests to stabilize the metadata fetch.

4

The documentation actually says…

The script component timeout is independent of the data action. They execute in parallel within the flow.

Check the external endpoint latency directly. If it exceeds 60 seconds, the script task fails regardless of the data action status.