Can’t get this config to load properly… specifically, the Data Action step designed to push digital messaging transcript data to ServiceNow is failing intermittently with a 403 Forbidden error. This occurs within a Genesys Cloud Architect flow (v2023.11.0) handling WhatsApp and SMS channels. The integration relies on a standard HTTP POST to the ServiceNow REST API endpoint /api/now/table/incident.
Authentication is handled via Basic Auth headers embedded in the Data Action configuration, which has worked reliably for voice conversation metadata. However, digital channel payloads appear to trigger stricter validation or timeout behaviors. The request body includes nested JSON objects for message history and agent IDs. When the payload exceeds approximately 2KB, the 403 error rate spikes significantly. Smaller test payloads succeed without issue.
The ServiceNow instance (London region, Paris release) logs show the request is received but rejected prior to parsing the body, suggesting a header or size limitation on the Genesys Cloud egress side rather than a ServiceNow authentication failure. The Data Action timeout is set to 30s. Has anyone encountered specific size limits or header restrictions for digital channel webhooks in Data Actions? The documentation implies support for standard REST payloads, but the behavior suggests a hidden constraint on binary or large text encoding within the digital channel context.