Just noticed that our automated ticketing flow is failing consistently when handling new messaging engagements in Genesys Cloud. The Data Action configured to push engagement data to ServiceNow via REST API is returning a 400 Bad Request, specifically citing invalid JSON structure in the payload body. This occurs exclusively on the Digital/Messaging channel, while voice CTI events continue to process without issue.
- Architect flow triggers on ‘Engagement Start’ for messaging channel.
- Set Variable block maps
engagement.id,participant.identity, andchannel.type. - Data Action invokes ServiceNow Incident API with mapped JSON payload.
- ServiceNow returns 400 error: “Invalid character sequence in JSON payload”.
The payload appears sanitized in the debug logs, yet the downstream integration rejects it. Comparing this to previous WebRTC handshake issues, it seems the messaging payload contains unescaped control characters or non-standard UTF-8 sequences that the ServiceNow REST endpoint cannot parse. Has anyone encountered similar JSON serialization issues when bridging Genesys Cloud messaging events to external ticketing systems? Looking for a regex filter or Data Action step to sanitize these specific characters before the HTTP POST.