The deployment snippet for the embedded messaging widget is throwing a 422 Unprocessable Entity when the Data Action block processes the incoming custom.event.contact.sync payload. We’ve got @genesyscloud/messenger-sdk@2.14.3 running alongside widget-v1.18.0. The Architect flow routes the event to a Data Action that hits our internal CRM endpoint at POST https://api.internal-crm.example.com/v2/contacts/update.
The request body arrives malformed. The external_id field comes through as null instead of the string value passed in the SDK event. Architect logs show the following response:
{
"status": 422,
"error": "validation_failed",
"message": "Field 'external_id' must be a non-empty string"
}
Checked the recent community thread about payload serialization in v1.17, but the suggested JSON path fix didn’t resolve it. The widget CSS also gets stuck. The #gc-widget-loading-overlay refuses to clear after the Data Action times out, leaving the chat bubble frozen. Inspecting the DOM shows the overlay’s opacity stays at 0.9 because the conversation.lifecycle.state_changed event never fires to trigger the CSS transition.
The JavaScript messenger SDK initialization looks correct. The event passes via genesys.cloud.messenger.sendEvent('custom', { type: 'contact.sync', payload: { external_id: 'CUST-8821' } }). The deployment snippet includes the standard genesys.cloud.messenger.init() call with the correct org ID and deployment ID.
The Data Action parameter mapping in Architect uses {{event.payload.external_id}}. That path works fine for standard inbound messages, but breaks on custom SDK events. Switching to {{event.data.external_id}} throws a 400 Bad Request with invalid_parameter_path.
The timeout sits at 5000ms. Increasing it doesn’t help. The CRM endpoint definitely returns 200 OK when tested with Postman using the exact same JSON structure. Something’s stripping the nested object during the SDK-to-Architect handoff.
The CSS workaround of forcing display: none on the overlay via custom stylesheet is doing jack all. The widget state machine seems to wait for a specific lifecycle callback that never resolves.
Here’s the current deployment snippet configuration:
const config = {
deploymentId: 'a1b2c3d4-e5f6-7890-abcd-ef1234567890',
orgId: 'org-123456',
locale: 'en-US',
theme: {
primaryColor: '#0055CC',
fontFamily: 'Inter, sans-serif'
}
};
The parameter mapping table in the Data Action block shows the source as event.payload.external_id. Changing the source type from String to Text didn’t change the outcome.
The console throws a TypeError: Cannot read properties of undefined (reading 'external_id') right before the 422. That points to the SDK event structure changing in 2.14.3. The release notes mention a shift to a flat payload structure for custom events, but the documentation hasn’t been updated to reflect the new JSON path syntax.
The fallback queue routing works, but the UI freeze requires a full page refresh. Customers are dropping off during the 5000ms wait.
The custom CSS override in the widget settings:
#gc-widget-loading-overlay {
transition: opacity 0.2s ease;
}
Doesn’t trigger because the state class never flips to gc-state-resolved.
The request body sent to the Data Action endpoint:
{
"external_id": null,
"timestamp": "2024-05-12T08:30:00Z"
}
Expected:
{
"external_id": "CUST-8821",
"timestamp": "2024-05-12T08:30:00Z"
}
The SDK dispatch log confirms the value exists before handoff. The transformation happens somewhere in the Architect ingestion layer.