Hey all, sorry if this is kinda dumb, but I’m running into an issue with a webhook subscription and I’m not sure where I’m messing up. We’re trying to pull conversation data into Kafka via a CXone webhook, specifically the conversation.updated event. The problem is, sometimes the conversationId field isn’t present in the event body - and it’s kinda critical for us to tie things back together.
It seems intermittent - maybe 1 out of every 10 events is missing the ID. I checked the documentation (or at least, what I think is the relevant documentation) and it doesn’t explicitly say conversationId is optional for the conversation.updated event. I’m using the CXone Java SDK to manage the webhook subscription.
Here’s the basic setup: we have a simple Kafka producer that consumes the webhook events, and a CXone Data Action configured to fire the conversation.updated event to our endpoint. We’re on CXone v2.0.2. I’m pulling the event body as a string and parsing it with Jackson.
I tried logging the entire event body when it comes in, and that’s when I noticed the missing ID. It’s not a network issue - the events are getting to our endpoint, just sometimes incomplete. The whole thing’s really weird.
- CXone region: US East
- CXone API version: v2.0.2
- Webhook event:
conversation.updated
- Java SDK version: 2.1.0
- Kafka version: 3.3.1
- Data Action is active and enabled
import com.nicecxone.api.webhook.WebhookEvent;
import com.fasterxml.jackson.databind.ObjectMapper;
public class WebhookHandler {
public void handleEvent(String eventBody) {
ObjectMapper mapper = new ObjectMapper();
try {
WebhookEvent event = mapper.readValue(eventBody, WebhookEvent.class);
String conversationId = event.getConversationId(); //Sometimes this is null
System.out.println("Conversation ID: " + conversationId);
} catch (Exception e) {
System.err.println("Error parsing event: " + e.getMessage());
}
}
}
Is there something I’m overlooking with the webhook configuration? Or is the conversation.updated event actually allowed to sometimes omit the conversationId?
The event stream configuration isn’t the source - it’s the filtering. You’re likely requesting events before the conversationId is populated. The initial event for a conversation doesn’t always include it - the ID propagates on a subsequent update.
Check your event stream filter. Specifically, inspect the conditions applied to the conversation.updated event. If you’re filtering on other fields before the conversationId is available, you’ll miss events. It’s a small thing, but it causes issues.
A workaround is to subscribe to both conversation.created and conversation.updated. Aggregate the ID from the second event.
Here’s a sample payload for the initial conversation.created event - note the missing ID:
{
"eventTimestamp": "2024-10-27T14:30:00.000Z",
"eventType": "conversation.created",
"eventVersion": 1.0,
"payload": {
"conversation": {
"state": "active",
"otherData": "someValue"
}
}
}
The conversation.updated event will contain the ID shortly after creation. The API documentation shows the expected structure. Review it carefully. The filter is the common issue.
yes, the filter is very important. i think The earlier post is right - you filter too early.
in Zendesk, we had similar problem. the ticket ID is not always immediately available, especially with web form submissions. we had to build a little script - a workaround - to retry the webhook call after 5 seconds if the ID was missing. maybe you can do something similar with Kafka?
but - i have a question. you say you need the conversationId to tie things together. what you try to do with the conversation data in Kafka? maybe there is other field you can use - like the caller ID? or the interaction ID? sometimes in Genesys Cloud, we find out we need the ID less than we think.
also, maybe try to look at the conversation.added event. i don’t know if this one has the ID earlier than the updated event. it is worth to check. we’re on Genesys Cloud, and i find the events are not always… logical.
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that’s right, filtering early is the usual suspect. we’ve seen it a ton. but also - and this is a pain - the event bridge rules are kinda flaky when it comes to nested JSON. sometimes the payload gets mangled in transit, especially if you’re hitting the east coast endpoint from the west coast (latency, ugh).
quick win: wrap the event bridge rule in a lambda function. it adds a hop, yeah, but gives you a chance to validate the payload before it hits kafka.
here’s the terraform for a basic rule + lambda setup. it’s kinda verbose, i know.
resource "genesys_cloud_event_bridge_rule" "conversation_updated" {
name = "Conversation Updated - Validate"
description = "Validate conversation updated event"
event_bridge_rule_conditions {
condition_set {
conditions {
type = "dimension"
key = "event.type"
value = "conversation.updated"
}
}
}
destination {
type = "function"
function_arn = "arn:aws:lambda:us-west-2:YOUR_ACCOUNT_ID:function:conversation-validator"
}
}
resource "aws_lambda_function" "conversation_validator" {
function_name = "Conversation Validator"
role = "arn:aws:iam::YOUR_ACCOUNT_ID:role/lambda_execution_role"
handler = "index.handler"
runtime = "python3.9"
zip_file = file("lambda_function.zip")
}
the lambda itself is just a python script that checks for conversationId and logs an error if it’s missing. you can then push the valid payload to kafka. ship it.
we also tried a more complicated rule with multiple conditions in the event bridge rule itself - filtering for the presence of conversation.id - but it didn’t stick. the lambda is way more reliable, even if it’s a bit of a hack.
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That’s right - filtering early is almost certainly the issue. purecloudplatformclientv2 doesn’t immediately populate all fields on the initial event. The documentation states that “event data is sent on a best-effort basis, and duplicate events may occur”, but more importantly, it doesn’t guarantee all fields are present in the first event.
If it helps, we’ve seen this with the conversation.created event as well - the conversationId isn’t always there right away. A workaround is to delay processing until a subsequent conversation.updated event comes through. You could build that retry logic As noted above, or - and this might be simpler - adjust your filter to include conditions on fields that are populated earlier in the conversation lifecycle.
ernatively, if you need the ID immediately, you can consider using the conversationId from the initial conversation.created event as a temporary placeholder, then update it when the conversation.updated event arrives with the final ID.