HTTP 401 Unauthorized: Invalid access token
The integration between Genesys Cloud Data Actions and ServiceNow is failing intermittently during high-volume WhatsApp inbound spikes. The specific failure occurs when the Data Action attempts to create a case via the ServiceNow REST API using the OAuth 2.0 client credentials flow. The token refresh mechanism appears to be out of sync with the webhook trigger rate.
Environment details:
- Genesys Cloud Region: EU-West
- ServiceNow Version: Washington DC
- Data Action: Create Incident (Custom)
- Trigger: Conversation Start (Digital Channel: WhatsApp)
The error log in Genesys indicates auth_failed at the HTTP request step. However, manual testing with Postman using the same client ID/secret succeeds. The issue correlates with the 5-minute token expiry window. When multiple concurrent WhatsApp messages trigger screen pops within the same minute, the cached token in the Data Action context seems to expire or become invalidated for subsequent parallel executions.
Has anyone configured a robust token refresh strategy within Data Actions to handle burst traffic from digital channels? The standard grant_type=client_credentials flow does not seem to handle the parallel execution context correctly. I have reviewed the integration guide for ServiceNow, but it lacks specifics on concurrent token management for high-throughput messaging scenarios.
Thanks for the help.