Is there a clean way to handle large JSON payloads when integrating Genesys Cloud Bot Service with ServiceNow via outbound webhooks? We are currently experiencing intermittent failures where the Bot Service returns a 413 Payload Too Large error during the execution of a custom webhook action in the Architect flow. The payload includes extensive conversation history and entity data extracted from the digital channel interaction. The ServiceNow REST endpoint is configured to accept payloads up to 10MB, but the Genesys Cloud Bot Service appears to enforce a stricter limit that is not clearly documented in the standard webhook configuration guide.
The specific error response from the Genesys Cloud Bot Service is as follows:
“The request body exceeds the maximum allowed size for outbound webhook actions. Please reduce the payload size or split the data into multiple requests. Refer to the Bot Service documentation for detailed payload size restrictions.”
We have attempted to reduce the payload size by excluding unnecessary fields from the conversation history, but the issue persists when the interaction involves complex entity recognition and multiple turns. The webhook action is configured with a timeout of 30 seconds, which is sufficient for the ServiceNow endpoint to process smaller payloads. The failure occurs consistently when the payload size exceeds approximately 2KB, suggesting a potential limitation in the Bot Service webhook mechanism rather than a network or ServiceNow configuration issue.
The environment details are as follows:
- Genesys Cloud Version: 2024-05
- ServiceNow Version: Washington DC
- Webhook Action: Custom outbound webhook to ServiceNow REST API
- Payload Size: Variable, but failures occur consistently above 2KB
- Timeout: 30 seconds
We have reviewed the Genesys Cloud Bot Service documentation and the ServiceNow integration guide, but there is no clear indication of the maximum payload size for outbound webhooks triggered by Bot Service actions. The documentation mentions general webhook best practices but does not specify the exact limits for Bot Service webhooks. We have also checked the BYOC Edge configuration, but the issue appears to be related to the Bot Service webhook mechanism itself rather than the BYOC Edge.
Has anyone encountered similar issues with large payloads in Genesys Cloud Bot Service webhooks? What is the recommended approach to handle large payloads in this scenario? Should we implement a chunking mechanism to split the payload into multiple smaller requests, or is there a configuration option in the Bot Service to increase the payload size limit? Any insights or workarounds would be greatly appreciated.