We are encountering a persistent integration issue within our Genesys Cloud and Salesforce managed package environment. Specifically, the Data Action designed to update Salesforce Contact records upon call completion is failing intermittently.
Our environment details are as follows:
- Genesys Cloud Version: 2023-10
- Salesforce Managed Package Version: 6.2.1
- Architect Flow ID: a1b2c3d4-e5f6-7890-abcd-ef1234567890
The issue manifests when an agent completes a call and the Architect flow attempts to invoke the ‘Update Record’ Data Action. Approximately 30% of the time, the action returns a generic 500 Internal Server Error. The debug logs in Genesys Cloud indicate that the HTTP POST request to the Salesforce API endpoint (/services/data/v54.0/sobjects/Contact/[ContactId]) is timing out after 30 seconds, despite the payload being well-formed and valid.
We have verified the following:
- The Connected App in Salesforce has the correct OAuth scopes and permissions.
- The Salesforce username and password stored in the Genesys Cloud Integration are valid and have not expired.
- The Contact records in question exist and are accessible by the integration user.
Interestingly, manual API calls from Postman using the same credentials succeed immediately. This suggests the issue may lie within the Genesys Cloud Data Action execution context or the managed package’s handling of asynchronous responses.
Has anyone encountered similar latency or timeout issues with the Data Action for SFDC? We are considering implementing a retry mechanism within the Architect flow, but we are concerned about potential side effects on agent productivity. Any insights into best practices for handling these timeouts or known limitations in the current managed package version would be greatly appreciated.