Struggling to understand why the webhook payload sent from Genesys Cloud to ServiceNow is being truncated when the message body exceeds 4KB. The integration works perfectly for short messages, but longer customer interactions result in a 400 Bad Request from ServiceNow with the error: “Invalid JSON: Unexpected end of input”.
Environment:
- Genesys Cloud: 2024-03.0
- ServiceNow: Washington DC Release (2305)
- Integration: Webhook via Data Action
The payload structure seems correct, but it appears that Genesys is cutting off the JSON object before the closing brace. Here is a sample of the payload being sent:
{
"incident": {
"short_description": "Customer issue with digital channel",
"description": "The customer reported an issue with the messaging platform. The message body contains a very long text that exceeds the typical limit. This text is being truncated by the Genesys webhook mechanism, resulting in an invalid JSON payload being sent to ServiceNow. The truncation occurs at exactly 4096 bytes, which suggests a buffer limit in the webhook configuration.",
"caller_id": "123456",
"category": "Digital Channel",
"subcategory": "Messaging"
}
}
Has anyone encountered this specific truncation behavior? Is there a configuration setting in Genesys Cloud to increase the payload size limit for webhooks? Alternatively, is there a recommended approach to handle large message bodies in ServiceNow integrations?