I’ve inherited a mess of an implementation and I’m currently stuck on a Data Action that intermittently fails with a ‘Socket Timeout’.
After some testing, I’ve found a weird pattern: the action works fine for small payloads, but as soon as the JSON request body exceeds roughly 4KB, it times out. Our internal endpoint supports up to 10MB and we’ve verified that the request never even reaches our firewall when it’s over the 4KB limit. Is there a hidden buffer limit or an MTU issue on the Genesys Cloud side that could be causing this? It feels like the platform is choking on the request before it even leaves the AWS VPC.
This sounds like an MTU (Maximum Transmission Unit) mismatch or a packet fragmentation issue. In some cloud-to-premise VPN or Direct Connect setups, packets larger than 1500 bytes can get dropped if the ‘Don’t Fragment’ bit is set and a router along the way has a smaller MTU.
Check your network path between Genesys and your endpoint. If there’s an IPsec tunnel in the middle, you might need to adjust your endpoint’s MTU to 1350 or lower to account for the overhead. It’s not a Genesys limit, but an infrastructure one.
here! I’ve seen this with specifically ‘Web Messaging’ integrations where the Data Action is triggered by a bot.
One thing to check: are you using ‘Custom Headers’? Sometimes, if the combination of headers and body exceeds a specific segment size, the underlying HTTP client in Genesys can hang. Try stripping any unnecessary headers and see if the ‘Magic 4KB’ threshold changes. Also, make sure you aren’t sending any non-UTF8 characters in those larger payloads, as that can sometimes cause the JSON serializer to stall and trigger a timeout.