Hey everyone,
I’m trying to wire up a webhook in Genesys Cloud to push a message to our internal Slack channel whenever a specific queue breaches its service level agreement. I’ve got the webhook endpoint configured in Genesys, and the event trigger is set to queue:sla:breach.
The issue is that the webhook keeps returning a 403 Forbidden error when it hits the Slack incoming webhook URL. I’ve double-checked the Slack webhook URL, and it works fine when I test it with a simple curl command from my local machine. I’m using the default Genesys Cloud webhook client certificate, so I’m not sure if that’s the culprit or if there’s something wrong with the payload structure.
Here’s the JSON template I’m using in the webhook payload configuration:
{
"text": "ALERT: Queue SLA Breach\nQueue: {{queue.name}}\nBreach Time: {{timestamp}}\nCurrent SLA: {{current_sla}}%"
}
I’ve tried a few things so far:
- Verified the Slack webhook URL is correct by testing it with Postman.
- Checked the Genesys Cloud webhook logs, which show a 403 status code and an empty response body.
- Ensured the webhook is enabled and the event filter is correctly set to
queue:sla:breach. - Tried adding a static header
Content-Type: application/jsonto the webhook configuration.
The webhook logs in Genesys show the request is being sent, but Slack isn’t accepting it. I’m wondering if the client certificate issue is causing this, or if there’s a specific header or payload format Slack requires that I’m missing.
Any ideas on how to troubleshoot this further? I’ve been staring at this for a couple of hours now, and it’s driving me crazy. Thanks in advance for any help!