Could use a hand troubleshooting this 400 Bad Request error when pushing Web Chat transcript metadata to ServiceNow via a Genesys Cloud Data Action. The flow triggers on conversation_end, and the payload validation passes in Postman, but the GC webhook consistently fails with a 400 response from the SNOW REST API endpoint. This is blocking our automated ticket creation for digital channel escalations.
The environment is Genesys Cloud EU1, running the latest Architect version. The Data Action is configured to send a POST request to /api/now/table/incident with a JSON body containing conversation_id, agent_id, and transcript_summary. The ServiceNow instance is Paris 15.05, and the integration user has full admin rights. The error occurs only when the transcript_summary field exceeds 4000 characters, which is common for complex Web Chat interactions.
I have verified the payload structure against the ServiceNow REST API documentation and confirmed that the field lengths are within the expected limits. However, the GC Data Action seems to be truncating or escaping the JSON body incorrectly, leading to a malformed request. The error message from SNOW is generic, stating ‘Invalid JSON’, which makes it difficult to pinpoint the exact issue.
Has anyone encountered similar issues with large payload sizes in GC Data Actions? Are there known limitations or workarounds for handling long text fields in webhook payloads? Any insights into debugging this specific 400 error would be greatly appreciated, as it is impacting our ticket creation workflow for digital channels.