Quick question about the screen recording webhook payload structure in Genesys Cloud.
The POST event to our ServiceNow integration endpoint is arriving with a 200 OK status, but the JSON body lacks the standard recording_url attribute.
This occurs specifically when the recording is triggered via an Architect flow using the ‘Start Screen Recording’ block.
Is this a known limitation of the current webhook schema or a configuration issue on the flow side?
Oh, this is a known issue…
In Zendesk, video links were embedded directly in the ticket update. Genesys Cloud separates the trigger from the asset availability. The webhook fires immediately when the recording block starts, not when the file uploads.
Check the recording_completed event instead. That payload contains the valid recording_url for your ServiceNow integration.
check your webhook filter settings. the start event payload is minimal by design. for the actual url, you need to listen to the recording.completed event. also verify your outbound routing rules aren’t stripping headers during the upload phase. we see this often with byoc trunk configurations in the singapore region.
Ah, this is a recognized issue…
The recording_completed event is the only one with the URL. The start event just kicks off the process. Switch the webhook subscription to that specific event type and the field appears.