Having some issues getting my configuration to work… Specifically, the integration between Genesys Cloud Digital Messaging and our ServiceNow instance is breaking when attempting to create an incident record via an outbound webhook triggered from an Architect flow. The issue appears strictly related to payload size limits when transmitting the full conversation history.
We are utilizing a standard REST API call from the “Webhook” node in Architect to POST to /api/now/table/incident. The payload includes standard fields like short_description, caller_id, and a custom field u_gc_transcript intended to store the JSON array of message objects from the conversation context variable. When the conversation length exceeds approximately 80-100 messages, the Genesys Cloud platform returns a 413 Payload Too Large error, and the ServiceNow incident is never created.
I have verified that the ServiceNow endpoint accepts larger payloads by testing directly with Postman using a payload size of 50KB, which succeeds without issue. This suggests the limitation is either within the Genesys Cloud Architect execution environment or the specific webhook implementation for digital channels. The documentation for Data Actions mentions a limit, but this is a direct webhook call, not a Data Action sync.
Environment details:
- Genesys Cloud Region: eu-west-1
- Architect Flow Version: Latest
- ServiceNow Version: Washington DC
- Payload Content-Type: application/json
I attempted to truncate the transcript manually using a JavaScript node before the webhook call, limiting the array to the last 20 messages. This workaround succeeds, but we require the full context for our L2 support team. Is there a known character or byte limit for outbound webhook payloads from Architect flows for Digital Messaging channels? Alternatively, is there a recommended pattern for streaming or chunking large transcript data to ServiceNow without hitting this ceiling? The error logs in Genesys do not provide the specific byte count that triggered the 413, only the status code.
Thanks for the help.