The Problem
I’m trying to enrich inbound calls with customer data before they hit the queue. I’ve built a Data Action in Architect that calls our internal CRM API. The issue is the default timeout. It’s set to 3 seconds. Our CRM endpoint is a bit slow sometimes, averaging around 4.5 to 5 seconds.
When the response takes longer than 3s, Architect kills the request. The call falls back to the error path and the agent gets no context. It’s annoying because the data is right there, just late.
My Setup
Here is the JSON for the Data Action configuration:
{
"name": "GetCustomerProfile",
"type": "REST",
"url": "https://internal-api.example.com/v1/customer/{externalContactId}",
"method": "GET",
"timeout": 3000,
"headers": {
"Authorization": "Bearer {{token}}"
}
}
I tried changing timeout to 5000 in the JSON editor within Architect. I saved it. I even published a new flow version. No luck. The call still drops at 3 seconds.
The Error
In the trace logs, I see:
Data Action 'GetCustomerProfile' failed. Reason: Timeout after 3000ms.
Question
Is there a hard cap on the Data Action timeout in Genesys Cloud? Or am I missing a setting in the flow configuration? I can’t find any documentation on increasing this limit beyond 3 seconds. Anyone else hit this wall?