Is it possible to configure the Genesys Cloud BYOC environment to handle extended latency when invoking a Data Action against a ServiceNow MID Server? The current integration utilizes a custom webhook payload to create incident records via the /api/now/table/incident endpoint. While the payload validates successfully in Postman with a response time under 200ms, the Genesys Cloud execution consistently fails when the MID Server is under load or experiencing network jitter.
The specific error observed in the Architect flow logs is a 504 Gateway Timeout after exactly 30 seconds. This occurs despite the ServiceNow MID Server being configured with a higher timeout threshold. The Data Action is triggered by a conversation event in the digital channels workflow, specifically when a chat session escalates to a high-priority queue. The request headers include the standard Content-Type: application/json and the necessary authentication tokens, which have been verified as valid.
The environment details are as follows: Genesys Cloud BYOC region eu-west-1, ServiceNow London instance (London123.service-now.com), and MID Server version 9.4. The webhook payload includes dynamic fields such as conversation_id, agent_name, and transcript_summary. The issue appears to be related to how the Genesys Cloud platform handles the asynchronous response from the MID Server, rather than an authentication or payload structure problem, given the consistent 504 error.
Has anyone successfully tuned the timeout settings for Data Actions in a BYOC environment to exceed the default 30-second limit? Alternatively, is there a recommended pattern for implementing a retry mechanism within the Architect flow to handle transient connectivity issues with the MID Server? Any insights into the underlying network configuration or API gateway settings that might be causing this premature termination would be greatly appreciated.