I’m completely stumped as to why the integration between Genesys Cloud and ServiceNow is failing during the initial handshake for a new digital conversation.
The environment is running Genesys Cloud US East v2. The workflow is triggered via the conversation:created event for a WhatsApp channel. A Webhook is configured to POST to a custom ServiceNow REST API endpoint (/api/now/table/incident) to create a ticket and return a sys_id for correlation. The payload includes the conversation_id, channel_type, and customer phone_number.
The issue is intermittent. Approximately 15% of the time, the Webhook returns a 400 Bad Request with the message: “Mandatory field ‘contact’ is missing or invalid.” However, the JSON body clearly contains the contact object with a valid name and email derived from the contact center directory lookup.
The ServiceNow side logs show the request arriving but rejecting it due to a schema mismatch on the caller_id field, which expects a GlideRecord reference rather than a simple string. The Genesys Cloud side logs only show the 400 status and the raw request body, which appears correct.
Is there a known transformation issue in the Genesys Cloud Webhook payload serialization for digital channels that strips nested objects? Or should I be using a Data Action to handle the field mapping before the Webhook call? The documentation for the webhook resource suggests it passes the body as-is, but the behavior suggests otherwise.