Genesys Cloud webhooks returning 500 — how to handle dead letter queue?

Hey folks,

We’ve got a webhook endpoint configured in Genesys Cloud that posts to our internal service. Lately, our service has been timing out occasionally, causing Genesys to return 500 errors. The webhook delivery logs show these failures, but I’m not sure how to handle the retry logic properly on our end.

Here’s the issue: when our service is down or slow, Genesys retries a few times but eventually gives up. We need a way to capture these failed attempts and process them later. Is there a way to configure a dead letter queue for Genesys webhooks, or do we need to implement this ourselves?

Here’s the webhook payload we’re receiving:

{
 "eventType": "user.created",
 "payload": {
 "id": "12345",
 "name": "John Doe"
 }
}

And here’s the response we’re getting back:

HTTP/1.1 500 Internal Server Error
Content-Type: application/json

{
 "errors": [
 {
 "code": "internal_server_error",
 "message": "Failed to process webhook"
 }
 ]
}

Any ideas on how to handle this?

Genesys doesn’t have a built-in DLQ for webhooks. You’ll need to build one yourself. Spin up a simple endpoint that accepts the payload, logs it to a queue like SQS or RabbitMQ, and returns a 200 OK immediately to stop the retries.