Stuck on a persistent integration failure when attempting to route high-volume bot conversations to ServiceNow for automated ticket creation. The environment involves Genesys Cloud v2023.4 with an Architect flow configured to trigger a Data Action upon specific intent matching. The Data Action is set to invoke a custom REST endpoint on ServiceNow to create an incident record, but the call consistently fails with a gateway timeout before the webhook payload is fully processed by the ServiceNow side.
The Architect flow is designed to capture user input from the digital channel, map it to an intent, and then pass the transcript and metadata to the ServiceNow endpoint. The issue arises when the conversation volume spikes, causing a backlog in the Data Action queue. The Genesys Cloud webhook timeout is set to the default 5 seconds, which appears insufficient for the ServiceNow instance to process the payload and return a 200 OK response.
Here is the error log snippet from the Genesys Cloud integration logs:
{
"error": "Gateway Timeout",
"status": 504,
"endpoint": "https://instance.service-now.com/api/now/table/incident",
"timestamp": "2023-10-27T14:32:01Z",
"message": "Data Action invocation failed due to timeout"
}
I have verified that the ServiceNow endpoint is functioning correctly under normal load and returns a 200 OK response within 2 seconds when tested via Postman. The issue seems to be related to the Genesys Cloud webhook timeout configuration or the Data Action queue depth. I am looking for best practices to handle this timeout issue without compromising the reliability of the bot routing. Should I increase the webhook timeout, or is there a way to implement asynchronous processing for the Data Action to ensure that the bot conversation is not blocked while waiting for the ServiceNow response? Any insights on configuring the Data Action for high-throughput scenarios would be appreciated.