Is it possible to capture the full screen recording URL and associated transcript data within a Genesys Cloud Data Action webhook payload destined for ServiceNow? We are currently integrating Genesys Cloud digital channels with ServiceNow Incident Management using a custom Data Action. The workflow triggers on conversation:ended for screen share sessions. However, the ServiceNow REST API endpoint is receiving a truncated payload where the recording_url field is present but empty, and the transcript_summary object is missing entirely. This occurs despite the recording status being completed in the Genesys Cloud UI.
We have verified the following configuration in our Data Action:
dataAction:
name: "SNOW_ScreenShare_Ticket"
trigger:
event: "conversation:ended"
conditions:
- channel: "screen_share"
- status: "completed"
payload:
incident:
short_description: "{{conversation.name}}"
description: "{{conversation.summary}}"
u_recording_link: "{{recording.url}}"
u_transcript: "{{conversation.transcript.text}}"
The ServiceNow side logs show a 200 OK response, but the ticket fields u_recording_link and u_transcript remain blank. We suspect this might be related to the asynchronous nature of recording processing or a specific permission scope required for the ServiceNow integration user in Genesys Cloud to access recording metadata at the exact moment the webhook fires. We are using Genesys Cloud API version 2.0 and ServiceNow Madrid Patch 8. Has anyone successfully mapped these specific screen recording attributes in a similar integration? Any insights into the timing of the conversation:ended event relative to recording finalization would be appreciated.