Hey all, quick question - anyone else seeing weirdness with web event triggers in journey orchestration? We’ve got a pretty standard setup, tracking page views in a React app, pushing events to Segment, then flowing that data into Genesys Cloud via the Salesforce CDP connector. Thought this would be a quick win, honestly.
The issue is the latency. We’re firing a journey based on a “Visited Pricing Page” event, and it’s consistently triggering 10-20 seconds after the user actually visits the page. It’s not a network thing - we’ve checked latency to Segment, and it’s sub-second. The Salesforce CDP sync appears to be happening quickly, but something in the Genesys Cloud side is lagging.
It feels like Genesys isn’t polling Salesforce frequently enough for the event data. NICE’s platform, for what it’s worth, lets you configure a more aggressive pull schedule for CDP integrations - I’m wondering if there’s something similar buried in Genesys but can’t find it. The documentation is…sparse.
We’re using the standard web tracking snippet, nothing custom. The trigger itself is just a simple “Page View Contains ‘/pricing’” condition. Long story short, the delay is making the predictive offers completely useless. It’s not a great experience to get a discount code after someone has already decided to buy.
Here’s the error I get when I try to adjust the journey segment definition via the API. It’s not really an error, just a weird response.
{
"errors": [
{
"entityId": "67a4b9c2-f1e8-4a15-9b72-1d8e037d45a9",
"entityType": "journeySegment",
"code": "generic-error",
"message": "Unexpected error occurred during update. Check logs for details.",
"details": [
{
"errorCode": "DATA_SYNC_DELAY",
"message": "Possible data synchronization delay with Salesforce CDP."
}
]
}
]
}
We’re on Genesys Cloud, API v2, using the latest Python SDK version (purecloudplatformclientv2). I was hoping to avoid a hacky workaround - a polling script every 5 seconds, pushing data directly into a custom event in Genesys - but that might be where we’re headed. The CDP integration should be handling this. Is there a setting I’m missing? Is anyone else battling this data delay issue?