How do I get a Genesys Cloud webhook to fire a Slack message when a queue breaches its service level? I’ve been staring at the webhook configuration docs for an hour and the payload structure for routing.queue.metrics events is still a bit fuzzy to me. I’m trying to set up a simple alert for our East Coast team’s main support queue. If the wait time SLA drops below 80%, I want a ping in our #ops-alerts Slack channel.
I created a new webhook in the admin UI pointing to our Slack incoming webhook URL. The test send works fine, so the URL and permissions seem okay. But when I actually trigger a breach in the queue, nothing happens in Slack. I’m guessing I’m missing the right event type or the condition logic is off. Here’s the JSON I’m using for the webhook payload mapping:
{
"text": "ALERT: Queue SLA Breach\nQueue: {{routing.queue.name}}\nCurrent SLA: {{routing.queue.metrics.serviceLevelPercentage}}\nThreshold: 80%"
}
I selected routing.queue.metrics as the event type in the webhook settings. I also tried adding a condition in the webhook config to only fire if serviceLevelPercentage < 80, but the webhook editor doesn’t seem to allow deep field access for conditions, only the top-level event type. Is there a way to filter this in the webhook itself, or do I need to spin up a lambda to check the payload? I can’t find any examples of this specific use case in the community posts. The webhook logs show the event firing, but the payload sent to Slack is just empty brackets []. What am I missing in the mapping?