Just noticed that our Predictive Routing campaigns are consistently transitioning to a ‘Paused’ state immediately after a failed outbound webhook call to ServiceNow. The issue appears linked to the Data Action integration where we attempt to create a ticket for every abandoned call. When the ServiceNow REST API returns a 400 Bad Request due to a missing mandatory field in the payload, the Architect flow terminates the interaction abruptly.
However, the Predictive Routing engine seems to interpret this hard stop as a system health check failure for the specific campaign, triggering an automatic pause. We are using the standard Genesys Cloud webhook connector with basic auth. The payload structure follows the Genesys Docs guidelines for outbound integrations.
Is there a configuration option within the Predictive Routing campaign settings to ignore downstream integration errors without pausing the dialer? Currently, we have to manually resume these campaigns every 15 minutes, which is impacting our SLA. The logs show a 502 error on the GC side when the SNOW API rejects the payload, but the root cause is clearly the validation logic in the Data Action.
To fix this easily, this is to decouple the critical predictive dialing logic from the non-critical ServiceNow ticket creation process. When a Data Action fails, especially with a 400 error, it often triggers a hard stop in the flow if error handling isn’t explicitly configured to continue execution. This abrupt termination signals the predictive engine that the interaction has failed, causing the campaign to pause to prevent further resource waste.
To resolve this without sacrificing ticket creation, restructure the Architect flow to handle the webhook failure gracefully. Instead of letting the Data Action error propagate, use a “Try/Catch” pattern or a conditional check on the response status.
Here is the recommended configuration adjustment:
- Implement Error Handling: In the Data Action node for ServiceNow, enable the “Continue on Error” option if available in your specific node version, or route the failure to a “Catch” block.
- Conditional Logic: Add a “Condition” node immediately after the Data Action. Check if the
response.status is not 200-299. If it fails, route to a “Log” node to record the error details for later review, then proceed to the next step in the call flow (e.g., disconnecting the agent or playing a goodbye message).
- Asynchronous Processing: Consider moving the ServiceNow ticket creation to a separate, asynchronous process. Use a “Queue” node or an outbound webhook that doesn’t block the main flow. This ensures the predictive dialer remains active even if the ticketing system is down or returning errors.
- Payload Validation: Before sending the request, validate the mandatory fields in the JSON payload using a “Script” node. This prevents the 400 error from occurring in the first place by ensuring data integrity before the API call.
By isolating the ticketing logic, the predictive campaign will continue to operate normally, and you can address the ServiceNow errors in batch reports rather than experiencing immediate campaign pauses.