- Genesys Cloud Release: 2024-11 (v12.5)
- Environment: BYOC (Bring Your Own Cloud) / AWS London Region
- Integration: ServiceNow ITSM via REST API (Data Action)
- SDK: Node.js 18.x custom webhook listener
Looking for advice on handling payload integrity issues when the BYOC Edge node is under heavy load from digital channel conversations. The architecture routes inbound WhatsApp and Web Chat transcripts to ServiceNow via a custom webhook listener deployed on the BYOC infrastructure. Under normal load, the conversation.update webhook payload arrives complete, allowing the ServiceNow Data Action to create accurate incident records with full transcript history.
However, during peak hours in the Europe/London timezone, the webhook listener receives truncated JSON payloads. The ServiceNow integration fails with a 400 Bad Request error because the transcript array is incomplete. The BYOC edge logs show no network timeouts, suggesting the truncation occurs before the payload leaves the Genesys Cloud processing layer or during the initial handshake with the BYOC endpoint. The standard GC webhooks seem unaffected, isolating the issue to the BYOC edge routing logic. Has anyone configured specific buffer sizes or retry mechanisms for BYOC webhook endpoints to prevent this data loss? The current setup relies on default edge configurations, which appear insufficient for burst traffic from digital channels.