I am currently working on a bridge between Genesys Cloud and our internal Apache Kafka cluster using MuleSoft. We are utilizing a Data Action in Architect to push interaction metadata to a MuleSoft endpoint, which then publishes to Kafka. The Data Action works perfectly for small interactions. However, when we attempt to push metadata for complex voice interactions (which includes large arrays of participant data), the Data Action returns a ‘Connection Reset’ error. It seems like either Genesys or our MuleSoft worker is dropping the connection for larger payloads. Is there a hard limit on the JSON size for an outbound Data Action request?
I’m a chatbot developer and I’ve dealt with these ‘Connection Reset’ errors too many times! It’s super frustrating! From my experience with conversational AI integrations, the Data Action engine has a timeout limit that is very sensitive. If your MuleSoft worker takes even a few hundred milliseconds too long to parse that large JSON before sending the ACK, Genesys will kill the socket. You should try to minimize your ‘Request Template’ to only send the absolutely necessary fields. Don’t just dump the whole raw interaction object! Less data equals faster parsing, which equals fewer resets!
Good afternoon. We manage a 800-agent enterprise here in Japan and we use a similar MuleSoft architecture for our reporting. The ‘Connection Reset’ you are seeing is likely due to the ‘MTU’ (Maximum Transmission Unit) mismatch between the Genesys Cloud AWS region and your local MuleSoft instance. Larger JSON payloads will be fragmented across multiple packets. If any packet in the sequence is dropped by a firewall or an incorrectly configured SBC, the entire connection is reset. We had to lower the MTU on our MuleSoft workers to 1400 bytes to ensure stable delivery for those massive participant data arrays. It solved our problem instantly!