Genesys Cloud Webhook returning 502 - how to handle retries?

Hey team.

I’m running into a wall with our outbound webhook integration. We have a flow that triggers a webhook to our WFM scheduling system whenever an agent’s status changes to ‘Not Ready’. Most of the time it works fine. But when our internal server hiccups and returns a 502 Bad Gateway, Genesys Cloud seems to just give up after a couple of attempts. The events drop off the face of the earth.

I need to capture these failed events so we can retry them manually or push them to a queue later. I’ve looked at the API docs for /api/v2/webhooks, but I don’t see a clear way to configure a Dead Letter Queue (DLQ) or a specific retry policy in the JSON body.

Here is the payload I’m using to create the webhook:

{
 "name": "WFM Status Change Hook",
 "description": "Sends agent status to WFM",
 "url": "https://wfm.ourcompany.com/api/status/update",
 "method": "POST",
 "requestType": "REST",
 "enabled": true,
 "events": [
 "routing.agent.state.updated"
 ],
 "retryPolicy": {
 "maxRetries": 3,
 "retryDelay": "PT10S"
 }
}

The retryPolicy object is something I added based on a forum post from 2021, but the API accepts it without error. The problem is that after the 3rd 502, the webhook is disabled or the event is lost. I need to know if there’s a standard way to pipe these failures to an S3 bucket or another endpoint for logging.

Is there a specific header I need to set on my receiving server to tell Genesys to keep trying? Or do I have to build a custom listener for the EventBridge stream instead? I’m not seeing a dlqEndpoint field in the schema.

Any pointers would be appreciated.

The default retry policy is pretty rigid. You’ll need to move this to a lambda or microservice that handles its own backoff. Here’s a basic Node.js example using the AWS SDK to push failed payloads to SQS for later cessing:

const sqs = new AWS.SQS();
exports.handler = async (event) => {
 if (event.statusCode >= 500) {
 await sqs.sendMessage({ QueueUrl: cess.env.QUEUE_URL, MessageBody: JSON.stringify(event) }).mise();
 }
};