- Genesys Cloud Region: eu1
- ServiceNow Version: Washington DC
- Architect Flow Version: 2.4.1
- Integration Method: Outbound Webhook (POST) to ServiceNow
api/now/table/u_gdpr_export - SDK: Genesys Cloud JavaScript SDK v4.2.0
Running into a weird bug with the GDPR compliance workflow in our Digital Messaging channel. We have configured an Architect flow to trigger a data export request when a customer submits a formal Subject Access Request via the web widget. The flow utilizes a webhook action to push the conversation transcript and associated user metadata to our ServiceNow instance for processing.
The issue manifests as intermittent 429 Too Many Requests errors returned by the ServiceNow REST API endpoint. This occurs specifically during peak hours (09:00-10:00 GMT) when multiple agents are simultaneously initiating these exports. The webhook configuration in Genesys Cloud is set to retry after a 5-second delay, but the exponential backoff is not triggering correctly, resulting in a cascade of failed attempts that eventually timeout the Architect flow node.
I have verified the ServiceNow instance is not hitting its global API rate limit, as other integrations are functioning normally. The problem seems isolated to the payload size and the frequency of requests generated by the Genesys webhook dispatcher. The payload includes the full conversation history, which averages around 15KB per request. When five agents trigger this flow within a 10-second window, the Genesys platform appears to burst the requests without respecting the standard rate-limiting headers sent by ServiceNow.
Has anyone successfully implemented a queuing mechanism or a rate-limiting workaround within the Architect flow to prevent this burst behavior? I am considering using a Data Action to batch requests, but I need to ensure the PII redaction logic remains consistent with the GDPR requirements outlined in the Genesys security documentation. Any insights on configuring the webhook retry logic or using an intermediate queue would be appreciated.