Does anyone know why a Genesys Cloud Data Action configured for the ServiceNow Table API returns a 400 Bad Request when triggered by a digital channel conversation start event? The integration uses a standard POST to /api/now/table/incident with basic auth and a JSON payload mapping the transcript snippet to the description field.
The Architect flow passes the conversation ID and participant details correctly. When testing the Data Action manually via the UI, the request succeeds with a 201 Created response. However, when the same action is invoked automatically by the Webhook trigger on a new webchat session, the payload seems malformed or rejected by the ServiceNow endpoint.
Reviewing the Genesys Docs suggests the payload structure should remain consistent regardless of the trigger source. The error log in the Data Action execution history shows: {"error": {"message": "Invalid JSON payload", "status": 400}}.
Is there a character encoding issue with the transcript data passed from the digital channel context? The payload contains special characters from the customer’s initial message. We have verified the ServiceNow side accepts these characters via direct API calls. The environment is EU-West-1, Genesys version 2023-10-1. Any insights on payload sanitization or encoding requirements for webhook-triggered Data Actions would be appreciated.