Genesys Cloud webhook to Slack for queue SLA breach: payload mapping issue

NICE CXone API & Integrations
1

Trying to wire up a webhook in Genesys Cloud to push a message to Slack whenever a queue breaches its SLA. The webhook is firing, which is good, but the message body in Slack is just raw JSON. I want to format it nicely using the Slack Block Kit.

Here is the JSON I’m sending in the webhook configuration:

{
 "blocks": [
 {
 "type": "section",
 "text": {
 "type": "mrkdwn",
 "text": "*Alert:* Queue {{queue_name}} has breached SLA. Current wait: {{current_wait}}"
 }
 }
 ]
}

The issue is that {{queue_name}} and {{current_wait}} are not being replaced. They appear literally in the Slack channel. I’ve checked the event payload in the Genesys debug log, and the data is there under event.data.queueName and event.data.currentWait.

Is the template syntax different for webhooks? Or do I need to use a data action first to map the fields? The documentation is vague on variable substitution in webhook payloads. I’ve tried using data.queueName but that didn’t work either. Any ideas?

2

You’re missing the double curly braces for the template engine. The docs state: “Variables must be enclosed in {{ }}.”

Fix it like this:

{
 "blocks": [
 {
 "type": "section",
 "text": {
 "type": "mrkdwn",
 "text": "*Alert:* Queue {{queue.name}} has breached SLA."
 }
 }
 ]
}