Has anyone successfully mapped complex, nested intent slots from a Genesys Cloud AI Bot response directly into a ServiceNow Incident via a Data Action without hitting schema validation errors?
We are deploying a new digital channel flow in the Europe/London region where an AI Bot captures multi-level customer details (e.g., issue.sub_category.priority_level). When the conversation ends, we trigger a Data Action to create a ServiceNow ticket. The webhook payload looks correct in the Architect debugger, but ServiceNow consistently rejects it with a 400 Bad Request citing Invalid JSON format or Schema mismatch.
The issue appears specific to how Genesys Cloud serializes null values or empty arrays within the slots object when the user skips certain bot nodes. ServiceNow’s REST API is strict about the expected schema structure, and Genesys seems to sometimes omit keys entirely if no value is captured, causing the JSON structure to diverge from what the ServiceNow table expects.
I have tried using an Architect JSON Object node to flatten the structure before passing it to the Data Action, but I am seeing intermittent failures where the content-type header is correctly set to application/json, yet the body still fails parsing on the ServiceNow side.
Is there a recommended pattern for sanitizing AI Bot output before sending it to external systems via Data Actions? I am currently reviewing the Data Action documentation regarding payload transformation, but it seems limited in handling dynamic JSON structures from AI interactions. Any insights on handling null/missing slot values in the webhook payload would be appreciated.