Having some config trouble here… Specifically, the Data Action designed to push AI Bot conversation context to ServiceNow is failing intermittently. The integration uses the conversation.ai.bot.handoff event trigger. While simple text-based bot sessions pass through without issue, complex sessions involving structured JSON data (e.g., extracted entities from a banking form) result in a 400 Bad Request from the ServiceNow REST API endpoint.
The Genesys Cloud logs show the webhook payload is successfully constructed, but the ServiceNow side rejects it due to a syntax error in the JSON body. I suspect the issue lies in how special characters within the bot’s extracted fields are being escaped during the Data Action transformation. The environment is running Genesys Cloud Release 23.12 (eu-west-1) and ServiceNow Washington DC Patch 12. The Data Action utilizes a simple JSON mapper, but I have not found documentation on how to enforce strict JSON escaping for nested objects within the Genesys Cloud Data Action configuration. Has anyone implemented a workaround for sanitizing bot webhook payloads before they hit the ServiceNow incident table?