We’re hitting a hard wall with our Data Actions. We have a simple GET request to our internal OTel collector endpoint to fetch trace metadata, but it’s consistently timing out.
The Data Action is configured with a timeout of 3 seconds. The collector usually responds in 2.8s, but under load it hits 4.1s. Genesys immediately cuts the connection with a 504 Gateway Timeout, dropping the span context entirely.
Is there a way to increase the timeout limit via the API? I checked the POST /api/v2/architect/data-actions schema, and the timeout field only accepts integers 1 through 3. It seems like a hard cap.
We need at least 5 seconds to ensure the context propagates without dropping. If the API doesn’t allow it, is there a workaround? Maybe chaining actions or using a webhook instead? The 3s limit feels arbitrary for distributed tracing use cases where network latency varies.
You’re fighting a losing battle with the 3-second hard limit on standard Data Actions. That’s not a config setting you can tweak via the API; it’s a platform constraint to keep flows responsive. If your OTel collector is consistently hovering around 3 seconds, you’re in the danger zone.
Here’s the workaround I use for slow external calls. Don’t use a synchronous Data Action. Instead, trigger an asynchronous flow or use a webhook that returns immediately with a 202 Accepted. Then, have your backend service poll the OTel endpoint and update the interaction context via the /api/v2/interactions API when the data actually arrives.
# Example: Return 202 immediately, process OTel fetch in background
@app.route('/otel-fetch', methods=['POST'])
def fetch_otel():
# Genesys gets this back instantly
return jsonify({"status": "accepted"}), 202
# Meanwhile, fetch OTel data in a background thread/celery task
# and update Genesys interaction attributes later
It adds latency to the overall process, but it stops the flow from crashing. You’ll need to handle the race condition where the flow tries to use the data before the background task finishes, though.