No idea why this is happening, the ServiceNow Data Action is consistently dropping the tail end of JSON payloads when triggered by the messaging:conversation:wrapup event for extended chat sessions.
Environment:
- Genesys Cloud EU-West (v2024.06)
- ServiceNow Madrid 13.1
- Architect Flow v4.5
- Data Action: ServiceNow Create Record (Incident)
We have configured a webhook to capture the full transcript and metadata upon conversation wrap-up. The payload is constructed in Architect using a JSON string builder task, aggregating conversation:transcript events. For short interactions (< 5kb), the ServiceNow incident is created correctly with all fields populated. However, for longer messaging sessions where the transcript exceeds approximately 12kb, the description field in ServiceNow is truncated, and the Data Action logs a generic 400 Bad Request error from the ServiceNow REST API endpoint /api/now/table/incident.
The Genesys Cloud logs show the outbound webhook request as successful (200 OK from GC perspective), but the ServiceNow MID server logs indicate the received JSON body is malformed or incomplete. We have verified that the ServiceNow endpoint itself accepts larger payloads via direct POST requests using Postman, ruling out a platform-side size limit on the target table.
Is there a known payload size limit imposed by the Genesys Cloud Data Action framework specifically for outbound webhooks? We have tried splitting the transcript into multiple fields, but the Data Action mapper does not seem to support dynamic array iteration for nested JSON objects within the single request payload. Cross-referencing the Genesys Cloud documentation on Data Action limits mentions a 2MB limit for API requests, which should be sufficient, but the truncation happens well before that threshold.
Has anyone successfully implemented a workaround for large transcript payloads, perhaps by using a two-step process with an intermediate storage bucket, or is there a specific JSON serialization issue with the messaging:conversation:wrapup event payload structure?