Trying to make sense of why the outbound predictive dialer is consistently dropping webhook notifications to our ServiceNow instance during peak campaign throughput.
The environment is a BYOC deployment in the eu-west-1 region, running the latest quarterly release. We have a Data Action configured to trigger on ‘call_connected’ events, which subsequently calls a ServiceNow REST API endpoint to auto-create an incident record with conversation context. Under normal load, the latency is acceptable, but once the dialer ramp reaches approximately 450 attempts per minute, the Genesys Cloud logs show a spike in HTTP 504 Gateway Timeout errors. The ServiceNow side reports no corresponding requests, indicating the timeout is occurring within the Genesys outbound infrastructure before the request reaches our firewall. We have verified that the ServiceNow endpoint accepts concurrent connections up to 1000 rps without issue. The webhook payload includes flattened conversation attributes and agent ID, matching the schema defined in the Data Action configuration. Increasing the retry count has not resolved the issue, as the initial timeout persists. Is there a known rate limit or connection pool exhaustion threshold for outbound webhooks triggered by predictive dialing campaigns? The documentation mentions general webhook limits but does not specify behavior under high-concurrency predictive dialing scenarios.