Scheduled callbacks are eating data actions on the retry leg. Customer schedules a slot via the web widget. Flow queues the call. Agent misses it. Retry logic kicks in after 3 minutes. The data action that pushes the callback status to our CRM returns a 422 on the retry attempt. First attempt posts fine. Second attempt drops the payload.
Logs show {"error_code": "invalid_action_payload", "message": "Parameter 'callback_token' is required"}. Token’s definitely there. Checked the trace. Token exists in the variable map right before the action triggers.
Workaround’s a hack right now. Added a “Delay” action for 2 seconds before the data action on the retry branch. Seems to let the context refresh. Not ideal for CX. Customers can’t stand the lag, but at least the CRM update happens.
Found a community post about token scope issues with scheduled callbacks in Architect v2.6, but this is v2.7. Should’ve been patched.
Env:
- Genesys Cloud 2023-03-21.1
- Architect 2.7
- Data Action: POST to custom integration endpoint
- Callback Flow: In-queue callback with retry loop
Trace shows the variable callback_token is populated as cb_t_88291x... but the integration logs it as null.